Superfast speed lower than guaranteed

[sadcow2]

Recently renewed contract, I've noticed over the past few weeks noticed issues with broadband speed, checked again today and same issue, should get 61-74mb guaranteed 55mb, my history shows 43mb for the past 14 days, although the issues started well before that. Tried calling sky on 150 gave up at 35 minutes, contacting sky is a nightmare live chat would be great to get this sorted.

[Chrisee]

@sadcow2 actually calling Sky is not that difficult - dial 150 on your Sky Talk line for a free call -wait times are not as long as they line tells you and just keep on the line decline offers of a text etc. and youbwould have ended up talking to an agent.

To save you that effort I have escalated your post to a Sky team who should be in touch offering an online chat via the forum where a chat button will appear for 48 hours. Normally the connection test should offer an Openreach engineer's check where speeds are below the guarantee but I assume it didn't in your case. There therefore could be an issue in your home which could require one of Sky's own broadband engineers to fix. Hopefully it can be sorted for you.  

[dmy24]

Thank you for escalating this. We have sent an invite to chat 🙂 

[sadcow2]

@dmy24  Thanks, when will I receive the invite? Had nothing yet

[Daniel0210]

@sadcow2 

You should already have it. Look out for a blue/red speech bubble on the bottom left of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. Also, if you fail to respond to each message from Sky within 48 hours the chat will automatically close down even if your issue isn’t resolved. Replies on the chat aren’t instant so keep checking the chat thread regularly.

You need to make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
If you are using Safari also make sure that Hide IP Address is not checked in order to see the blue bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[sadcow2]

@Daniel0210 Thanks, messages and alerts are on, no chat bubble showing.

[Daniel0210]

If you are using Safari also make sure that Hide IP Address is not checked in order to see the blue bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

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[sadcow2]

@Daniel0210 Tried Chrome and Firefox nothing showing.

[Daniel0210]

@sadcow2 

Another possibility is the invite was sent to @Chrisee in error which sometimes happens. 
@Chrisee ? 

[sadcow2]

@Daniel0210 Thanks.

@dmy24 Can you resend chat invite to me, in case sent to @Chrisee in error?

[Chrisee]

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@Daniel0210 wrote:

@sadcow2 

Another possibility is the invite was sent to @Chrisee in error which sometimes happens. 
@Chrisee ? 

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Not this time @Daniel0210 

[dmy24]

Hi there, I have sent another invite 🙂

[sadcow2]

@dmy24 Thanks showing now.

[sadcow2]

@Chrisee All in hand now, cause being investigated, many thanks.

[Lisa-P1987 · Accepted solution]

Update - Spoken to sadcow2, after a few checks, we booked and engineer 🙂