Signal Complaints

[Paul24Monty]

Hi,

Could someone point me in the right direction?

We've had severals weeks issues with poor signals. Pretty much no 4 or 5g signal despite the coverage checker claiming we should have a good coverage.

According to the status checker there's an issue with the mast, this has been an issue for weeks/months. 

I've been recording these screen shots for nearly a month now and registered the issues with Ofcom.

My next move is to lodge a complaint with the ADR but both say compact your providor first to try and resolve.

I've done that via online chat and got nowhere.

Is there an email address available ? Or should i just file a complaint with the ADR?

Thanks

[PandJ2020 · Accepted solution]

You generally cannot access ADR until you've exhausted the provider's complaint process (I.e. deadlock): https://www.sky.com/help/articles/how-to-make-a-complaint

[caesarome]

You need to register a complaint with Sky first as per this:

https://www.sky.com/help/articles/how-to-make-a-complaint

You can fill in the online form to do this. Only if you are not happy with Sky response if you are dealocked with them can you then go to an ADR as per this:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

If there is a fault with a mast then it will be up the owner of it to carry out the repairs and that will not be Sky as they do not own any of them.