0

Discussion topic: Where do i stand

Reply
This message was authored by Ronafin This message was authored by: Ronafin

Where do i stand

Have been having problems with my broadband keep dropping out. Had a sky engineer out on 25th June, and this has been followed by 2 visits from Openreach who carried out 3 repairs, one in the green box, one in the cabinet at the top of the pole and one outside the property. Also ran a new line into the property. Today the broadband has dropped out 7 times.

 

Made a complaint, asked for an email reply but got a call instead and all they did was go thru the troubleshooting procedure.

 

I am at my wits end. Where do i stand contract wise? Can i call cancellations and demand to cancel my contract for broadband as sky are not providing the service they should? Anything else i can do?

Reply

All Replies

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Where do i stand

Posted by a Superuser, not a Sky employee. Find out more

@Ronafin 

You firstly need to be aware that it the issue is outside your address, if you leave Sky the problem will still be there should you switch to another provider using the Openreach infrastructure.


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Ronafin
Topic Author
This message was authored by Ronafin This message was authored by: Ronafin

Re: Where do i stand

Well use dto have virgin broadband with no problems at all. So would go back to that if i have to.

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Where do i stand

Posted by a Superuser, not a Sky employee. Find out more

Hi @Ronafin 

Can you post your router stats?

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Where do i stand

Posted by a Superuser, not a Sky employee. Find out more

@Ronafin wrote:

Where do i stand contract wise? Can i call cancellations and demand to cancel my contract for broadband as sky are not providing the service they should? Anything else i can do?


Don't 'demand': politely but firmly insist.  Typically after multiple Openreach visits have failed to resolve the issue an ISP will be only too happy to get the address off their books 

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
Ronafin
Topic Author
This message was authored by Ronafin This message was authored by: Ronafin

Re: Where do i stand

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 57133 73787 0 8417 97814 00:32:39 LAN Up 16016382 5589130 0 679474 23243 111:10:26 WLAN (2.4 GHz) Up 2561627 312330 0 5775 0 89:35:16 WLAN (5 GHz) Up 76545296 71728004 0 0 0 89:22:17


Broadband Link Downstream Upstream Connection Speed 157899 kbps 30048 kbps Line Attenuation D1(29.3 dB) , D2(0.0 dB) , D3(0.0 dB) U0(0.0 dB) , U1(0.0 dB) , U2(0.0 dB) Noise Margin 19.1 dB 19.0 dB
This message was authored by jamesn123 This message was authored by: jamesn123

Re: Where do i stand

Posted by a Superuser, not a Sky employee. Find out more

@Ronafin 

Yeah does look like your line is dropping out on the WAN so wouldnt suspect anything internal or the router. I'm afraid the best you can do is keep on to Sky to see if they will resolve the issue. If they cant they should release you from contract FOC. If you wish I can escalate your post here so you can chat to Sky agents rather than having to call

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
Ronafin
Topic Author
This message was authored by Ronafin This message was authored by: Ronafin

Re: Where do i stand

Yes, that would be great. 

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Where do i stand

Posted by a Superuser, not a Sky employee. Find out more

@Ronafin 

I've flagged your post to Sky, look out for an email or message on the forum

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
Ronafin
Topic Author
This message was authored by Ronafin This message was authored by: Ronafin

Re: Where do i stand

Many thanks

This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Where do i stand

Posted by a Sky employee

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

Reply

Was this discussion not helpful?

No problem. Browse or search to find help, or start a new discussion on Community.

Start a new discussion

On average, new discussions are replied to by our users within 4 hours

New Discussion