Very high upload ping which is ongoing since 14th march 2025!

[SandyM30]

We are rural & rely on fibre/copper. Openreach were doing extensive work in our village on 14th march 2025 & we suddenly lost our gaming. Using speedtest.net we noticed our upload ping had suddenly spiked for no reason, weeks on & it's unresolved. Sky refused on several occasions to escalate the fault to openreach. Sky technician visited sky said it was our pc, the pc has been in for diagnostics & the pc wasn't the issue, I expect sky to pay for the charge for the diagnostic. Openreach visited, said they'd changed some connectors which increased the broadband speed slightly but the upload ping is still very high. Some sky staff had no idea what ping/latency/lag were & I was on several occasions asked to spell out the word ping! I recently called sky to say the issues were still ongoing & the customer service person refused to escalate the fault & refused to let me chat to his manager. I have explained I have a young disabled person at this property who requires a healthy broadband...why has this not been treated as a priory, as this is affecting their health. The issue is still unresolved. I've spoken to a connectivity/network specialist who has confirmed it's my SPs responsibility to sort the fault with high ping, as gaming is totally impossible, the screen freezes n has serious lag. These issues still exist when connecting the pc directly to the router using ethernet cable. Can anyone please help. Desperate to get this sorted, calling sky every day & feeling I'm being continually fobbed off.

[Chrisee]

@SandyM30 the issue is simply Openreach do not offer any guarantees on domestic lines for upload speed and no guaranteea at all  on latency either for upload or download that means Sky cannot either. That Sky/Openreach have helped so far is good but in practice they dont have to and there is no mechanism that can force them to sort the issue.. 

You can raise a formal complaint but the best outcome is Sky release you from contract which is of no use if the issue is, as you think the Openreach line, unless you can find an alternative network. Sorry to be negative but you need to read the terms and conditions of the service https://static.skyassets.com/contentstack/assets/blt7f2b03fd02c7fe60/blta5507d66492f54d6/67975af64ce...

This link explains how to complain How to make a Sky complaint | Sky Help | Sky.com

[SandyM30]

Thank you for your reply, when you enter a contract & expect companies to deliver what they say they will deliver & fail you miserably, not to mention the extremely poor customer service, not with all customer service though just a select few, having to spell out the word ping to 2 sky employees who did not have a clue about their own products,services, system info! There's an ongoing complaint as sky accused the new omen pc as being faulty, which I've had it checked out. Everyone involved has informed me it's a SP problem, having an SP who have a network dept who refuse to escalate faults to openreach is abysmal, it's been an extremely upsetting & traumatic experience for an already ill young person at my property, sky say they have no peeferencial treatment for autism etc, but they do, it's mentioned in the sky accessibility.

I've tried mifi which was a total waste of time, we live in the Bermuda triangle of rural rubbish coverage unfortunately. I recently did have a positive chat to a customer service person at sky who questioned why we'd not been offered a filter, it's being delivered today & I'm willing to give it a try, but in all honesty I'm totally disappointed in sky as in offering us the earth & falling short of all the offered after openreach conducted extensive work in our village on the 14th march 2025 n created a nightmare after doing so, all was good before then. I've completed research into possible alternative SPs, I've a call arranged  today from a manager from sky, see what he says, I'm hoping he'll offer a full refund & release us, but it's not really about the money.  Well try the filter first tho, the replacement hub was a total waste of time & should have been offered by the sky engineer. Most sky customer services & resolution team have been concerned & supportive, but there is a lack of empathy, training, knowledge, people skills etc from some which has been incredibly frustrating & upsetting. Thank you for taking the time to answer & for your concern, not good news but I just have to plough on to find a remedy, we can't go on like this until the end of 2026 waiting for full fibre & then the openreach site is very vague when searching for info for our areas for dates etc. thank you & take care 😊🧐

[Chrisee]

@SandyM30 cannot add much to my previous post the facts are there are no guarantees on upload speeds or latency so your rights are limited. What you might "expect" is not unreasonable BUT in the absence of a contractual guarantee you are stuck.