angry about poor service

[Eli5]

I'd like to start a conversation with you about the possibility of canceling the service, since I've been having a lot of problems with the internet service for about two weeks. Everything on your app says it's fine, however, the speed is far below what you offered me, and the network disconnects every 3 or 6 minutes. I don't know what to do anymore. I've tried calling, and the operator answers, but she isn't very helpful. I was also interested in more speed that they could offer. Obviously, it would increase the cost, I know. But seeing this problem I've had for almost two weeks, I feel like I'm not very interested in the service. I've had to use my mobile device as a router at home. 

[peter-marlow+1966]

We are just fellow customers on here like yourself you  are  not  contacting  sky on here, you need to call sky  about this 

[caesarome]

Not sure if you are aware @Eli5 but this is a customer helps customer support forum so you are not talking to Sky by posting on here.

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[peter-marlow+1966]

We can't  cancel  your  subscription  on here 

[Chrisee]

@Eli5 while you are not talking to Sky by posting in the forum members can often help but we need information on the precise issue.

You mention disconnections every few minutes what if anything happens to the lights on your Sky hub when you lose connection? See https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/lights-on-my-sky-hub/article...

If as I suspect they dont change does your device indicate it has lost WiFi connection? Dodgy WiFi is very common issue as wifi signal levels are affected by the layout and type of construction of your home and frequently you need more than a single Sky hub to get usable wifi in every room. Sky sell,add-ons to help or you can buy your own wifi equipment.

You mention wanting more speed whether Sky can offer you a higher speeds depends on how your home is connected. If you are still on a partial fibre service where the final connection is via a copper phone line then the speed you can get is limited by the length of that line. If your home can be connected by full fibre then Sky can offer speeds up to 900Mb/s. Access to full fibre depends on whether Openreach has installed the necessary infrastructure in your road. However if your current limitation is down to poor wifi in your home speeding up the speed to your hub will do little or nothing.

Hope thst helps

[Schilvers]

Fed up with your poor poor service - DO NOT JOIN SKY WIFI AS IT IS RUBBISH!!!!! 

[trina31]

What your saying Chris's by way of its your WiFi is pants you know why because I had the exact same issue, for months and I had enough cancelled last week best thing I have ever done their broadband is generally **bleep**, and it's no good to you if you don't have fiber in your area and only have option of copper wires pointless even haveing it I cancelled went with bt because of sky's pants broad band and **bleep** customer services and what do you know no drops or anything it's clear it is sky that is the problem not us