We have also been unable to login.
Once we called 150 on the landline, we spoke about 'Boost'. We said, we don't have that do we? because we never got any boosters fitted, the engineer on installation said 'I don't have any in the van and you don't need them (in this small house)'.
Unfortunately this is not true - our walls must have something in them or the engineer is wrong, I ended up tolerating this for months then fitting extenders in every room
We are now told, on the telephone, by a patronising member of staff, the following:
- We needed to either cancel this - despite the engineer saying he would not fit it because we didn't need it and being wrong - or make our issues known to them.
- BUT HOLD ON we can't cancel the boost, because we are still within the 18-month contract.
Here's the upshot-
Sky say we cannot cancel the thing we were told we did not need, by their engineer who was on-site and made the decision during installation, and nothing was ever done by them about it. We cannot cancel a service we did not need (according to them) and never required any input from them, and we never invoked it because we did not know it was still in force. Their engineer made the initial decision, and I came away with the impression he would adjust the order accordingly.
Their engineer unilaterally, changed the implementation of the order, it's up to him to make sure the change is propagated. He did not check wifi was available in every room.
We have been unable to log in in any event for 6 months due to 'technical difficulties). We could not possibly have made a change even if we realised it was needed, which we didn't.
The member of staff on 150, was on the phone for ten minutes with my spouse about the package, and failed to mention this anomaly about the 'boost' aspect. In other words, had I not mentioned it, there was no way the member of staff can prove she was ever going to bring it up.
The member of staff during this call, said they can see the wifi is fine. I corrected them - 'you don't know whether the wifi is ok in our rooms, you only know the broadband feeds the hub/router. you have made no measurement in any of the rooms, you cannot possibly know the wifi is fine throughout the house.'
We were then told, it was our job to inform Sky if the wifi was not good enough.
However, we are arguing about nonsense - even when stuff failed to work, it would show on my checker, it was about 10mbits but intermittent. I defy anyone to reasonably say, an engineer would have come out and 'fixed' that. Not first time. In fact, this is what the installation engineer failed to even notice.
Plus, the 'boost' package once I looked at it, is not fit for purpose. It only supports about 3mbps I think? This is so low, you couldn't run anything on it. And as we all know, just running a test, fails to show up the real-world issues - as soon as you use it hard, run a lot of stuff, the wifi cuts in half.
You need about 10 mbps to run an HD movie, for example. That's a reliable 10mbps, not just one a little test pings to check.
Now, the bill's up by a tenner a month, and we can't log in to manage our account, and we are not allowed to cancel the thing they never gave us that their engineer said we did not need, and they never did any work for or supplied any booster units for.
HOLD ON! I just realised, I could turn off all our boosters that WE supplied and fitted (for spouse to work from home) and GET SKY TO WORK for their 'boost' money!...
...so, I just went through to the next room where my spouse is on with the patronising staff member, and said, I will TURN OFF all our boosters/extenders (quite a sophisticated setup, it goes out to the garden summerhouse and all sorts, stuff piggy backing etc)....and the member of staff must have someone there, who realised what my 'next step' would be, because mysteriously, they now say, they CAN cancel the boost pack! They heard my thoughts, that's for sure.
I'd move tomorrow, to another supplier, just for this nonsense. I'd love to have seen them try to get our system working, with our invincible walls, and they could I said have refunded ALL the money - they've breached the minimum contract rule of 18 months already, they can easily backdate the refund. Apparently, it 'doesn't work like that'.
That's it. Things really are back to normal.
Ian, Yorkshire.
IRM
