Solved, a broadband problem and a historic signal problem

[Sheptongolfer]

Last night my broadband and wi-fi connection was so bad I contacted Sky to see if there was a problem in my area.

The guy I spoke to was based in Bulgaria and he was very helpful, carrying out all kinds of tests on my line until well after his finishing time (after 11pm in Bulgaria). Unfortunately despite his best efforts he was unable to solve the problem so an engineer visit was arranged for today between 10-12am . I don't know the name of the Bulgarian rep but he was very patient and I was grateful for the prompt appointment he made for the engineer.

I'm sure you will have guessed that when I woke this morning everything was working as it should and I considered cancelling the appointment, I'm so pleased I didn't.

At around 10.30 Mathew Proser of the Sky broadband team arrived at my house as arranged and I was immediately put at ease by his pleasant manner. I explained that everything was now working perfectly as it should and I apologised for having wasted his time. He suggested that it may still be worth interrogating the equpment to try to establish what had caused the problem of intermittent connection the previous evening.

He set about the task and after a short while he informed me that there was a problem with the connection to the upstairs mini-box. Although I have a booster fitted in the airing cupboard the signal was not strong enough to reach the upstairs box, probably due to the thick original stone wall that was the back wall of the property before it was extended.

He re-located the booster in the airing cupboard so that it pointed in the correct direction through a thinner part of the wall. He also installed a second booster in the bedroom where the mini-box is located.

This not only immediately solved the problem but it has improved the Wi-Fi signal strength throughout the rear of my property, delighted.

While Mr Proser was here I mentioned to him a historical problem I have with poor Sky signal from my Sky dish.

Probably about 18 months ago (Sky will have the dates) I experienced problems with my picture breaking up, particularly on windy days.

An engineer called to investigate and quickly established that the problem was being caused by a tree obstucting the signal between the satellite and the dish. He did a survey to see if the dish could be moved to a better location. He arranged a further investigation by a difficult access team, as the most likely place for re-location was the chimney stack.

The difficult access team carried out a survey and decided that it was too difficult to lash the dish to the chimney so the issue was, and has remained unresolved.

I was able to achieve a slightly better reception by trimming some branches from the tree with an extremely long reach pruning saw. It is not possible however to totally remove all the offending branches.

Mr Proser looked at this problem with a fresh perspective and determined that the dish (which was located quite low down on the gable end of my property) could possibly be re-located to avoid interference by the tree.

He contacted his office and was given permission to attempt to resolve the problem for me and the work was booked in as a second call out job for him.

To cut an already long story a little bit shorter he was able to lift the dish to the apex of the gable and bring it out on a raised bar, altogether about a 12ft gain in height.

Problem solved I now have a strong stable signal and I am absolutely delighted. 

I cannot praise Mr Proser and the broadband team leader highly enough, their dedication and resourcefulness has probably ensured that I remain a Sky tv customer in future.

I firmly believe that Mr Proser went far and beyond what he was required to do. I am very grateful to him he is a credit to your organisation.

A very happy customer

Garry Wilson

[Kirsty+S27]

Hi @Sheptongolfer 

Thank you for your post and sharing your experience with Sky. We have sent your thanks onto the staff member and their manager. 

Thanks

Kirsty

Community Moderator