is sky doing anything to help with the broadband connection issues ! !

[IJUSTWANTTOSAY]

Problems with internet dropping, Also can't get to Sky on comuter unless I use my security server.

Complaints galore for the past couple of weeks, still going on. This morning I had no internet connection on my tv, rang, nice young lady who took me through all the things I had done a dozen or more times, nothing worked.  She offered to get an engineer out but not until Saturday 16th, I said NO nO nO, I am fed up with all this nonesense and paying for a service I am not getting,  My wireless signal is good on my other devices and to everyother website the only problem there is is with SKY.   I told her I would try once more to get the internet connection with sky up and running and that if I couldn't I would be cancelling my contract.  Her response would I like to be connected to the cancellation dept. !  She couldn't have cared less.    I have been with sky for many years and I love it, rarely is there a problem and when there is it is usualy easily solved.   This recent saga is a disgrace, customer service atrocious,  WHAT HAS GONE WRONG ? !   Why is nobody doing anything about the problem and why is SKY not letting it's customers know that there is one.

[IJUSTWANTTOSAY]

I forgot to say, I eventualy got my internet up for my tv, took doing the same things over and over again, switching it all off for a while and turned back on.   Still not working on computer.  Disgusting.

[Daniel0210]

@IJUSTWANTTOSAY 

Your thread title is 'is Sky doing anything to help' . It appears you've had lots of help with troubleshooting yet you declined an engineer appointment.

A complaint could take a while to be resolved and it takes 8 weeks before a deadlock letter can be applied.

If it's an Openreach issue cancelling and moving to another ISP using the Openreach infrastructure could just transfer the issue to your new provider and you'll be back to square one. 

[IJUSTWANTTOSAY]

Too little too late. I solved it myself eventually.  I was offered no trouble shooting other than I had tried several times already.   It has been going on for 2 weeks now.  Enough is enough.   So many people are having the same problem SKY clearly have a big problem that one engineer at one home cannot solve.   If you don't have anything more productive to say in order to help with the situation I would request you stay away from my comment. 

[Daniel0210]

@IJUSTWANTTOSAY 

This is a public forum and I'm quite entitled to post in your thread provided its within the Community rules - which it is. 

As you state you've solved it yourself there's no need for further comment. 

[Shell30]

How did ypu solve this? I'm having the same problem, had an engineer twice who has confirmed they have done what they can. I've had about 3 days internet in 2 weeks since changing to sky and all I get from them is the usual troubleshooting that doesn't work and now I cant even get through to anyone.

[IJUSTWANTTOSAY]

Hi,  I am fed up to the teeth of it but tried a new thing this morning.   Unplugged everythin from the wall sockets, and phone connection then unplugged everything from the back of router, boxes, and hub.  Left it all like that for a while about 20 minutes.  Then bit by bit I put it all back together first phoneline connection, then all the plugs back into the sockets, then all the wiring back into boxes etc.  ( I have multi room )  Crossed my fingers and switched on. URIKA !   Dare I say it all good tv wise and internet wise, but have to go to another server to get sky homepage to get to my emails.  No problem there.  I will see what tomorrow brings.  If it goes down again I will be making an official complaint, if that doesn't work I will be going to the Ombudsman, if that doesn't work and problem not sorted by sky I will be cancelling my contract with them and I am a very long time customer. Never missed a payment and always in front with my payments.

GOOD LUCK !

[Shell30]

I'll give it another go, I've just managed to actually speak to someone who's basically said the same as all previous. Engineer...I have said we've had them twice and they've replaced everything even though they couldn't see a fault so it's pointless!! I've already cancelled it now, 2 weeks of no more than a total of 48 hours working broadband is a joke and you cannot get any sense via the app or on the calls. I will be making a formal complaint and will not be paying a penny. Thanks for replying though! I'll try again and leave it off for a bit longer, see if that jump-starts any action. So frustrating when you work from home and can't do anything! Joke of a service. Thank-you!

[Daniel0210]

@Shell30 

Two things to point out:

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@Shell30 wrote:
I will be making a formal complaint and will not be paying a penny. 

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Billing continues during a notice period then any overpayment is reimbursed in about 6 weeks if your payment method is still open. 

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@Shell30 wrote:
So frustrating when you work from home and can't do anything 

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Remember than Sky broadband is a domestic service so if you rely heavily on your broadband you may wish to consider a business subscription which will cost more. 

[Shell30]

I don't reply heavily, I work from home a couple of days a week and it should be able to handle that. And I have cancelled with Sky because broadband working or not working, the customer service has been shocking. I know how it works and won't be paying them any more as ive cancelled within the 14 days cooling off period.

[Daniel0210]

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@Shell30 wrote:
I don't reply heavily, 

---

@Shell30 

Typo. I've changed my post but I think you knew what I meant. 

[Chrisee]

@Shell30 it is your choice but dont be too surprised to be chased for payments etc as the account remains open until all equipment etc has been returned. Sky are a large company and direct debits are processed 14 days before they are due to be paid. Although it will all get settled in due course the hassle of being chased for payments isn't something most people like.

[IJUSTWANTTOSAY]

Just further to the conversation, the problem continues, I can get the internet up but not for long.  Today I have spoken with a very nice young man who has helped me enormously, unlike the last young lady I spoke to.  He is going to report back to sky of the complaints being mentioned by other customers all having the same problem.    He seemed to know what the problem is but cannot fix it himself.  I now have an engineer coming out on Tuesday 19th.   Fingers crossed it will finally be sorted out.  He has also advised me that I can claim compensation once the problem is solved.   I live in hope ...lol.

[Shell30]

Well I still don't have wifi! I spoke to a nice man on Thursday also who said many people are having the issue. I called them because I was due a (3rd) engineer on Thursday that never showed up and I got a message saying the work was complete - it wasn't! No contact, nothing. I told them I know 100% it's not the ONT or inside the property (2 engineer visits and a replacement ONT, all checked and fine) and he agreed with me saying it's clearly a wider network issue. Complaint has been escalated and ive heard nothing at all. Then saw they've booked ANOTHER engineer, which is completely pointless they cannot fix it. I've been passed backwards and forwards between Sky and Openreach for over TWO WEEKS now. And am getting nowhere. It's a joke! Hope yours does get sorted but I have no idea what they are doing to help now! Can't bring myself to call again, I'm hoping I'll have some Form of update soon because honestly it is really causing problems for me now! Good luck!

[IJUSTWANTTOSAY]

They don't deserve us do they.  I will give it one last go with the engineer on Tuesday, if it doesn't work I will be looking elsewhere for my broadband service.   I am with vodafone for my mobile and they are always offering me a deal to change to them.   I will see how it goes on Tuesday.   So sorry you have had all this trouble, it is very frustrating isn't it.  The thing is with mine , I have had sky broadband for years, nothing has changed the tv, the router everything is just as it always has been. Clearly a SKY issue,   if all fails on Tuesday I will email the CEO OF SKY uk,  I bet she has no idea of what is going on.