When on a call there is a delay

[RedLisaK]

Hi

Are there any updates on this as the problem is still happening?

thanks

[RedLisaK]

I'm still experiencing problems with this and the delay on calls  seems to be getting worse.

Is there any update on this?

[Lynn751]

@RedLisaK  I am still having problems too. I seem to get longer conversations but it still cuts out poor signal & delays  . I have gone back and forth ringing customer services put through to different people. This has been for months. The last time I spoke to a sky person on an unrelated topic they said it was logged that my phone had problems . It said try turning phone on and off again. Or airplane mode on and off and don't move from the spot I'm in. The airplane mode did seem to boost the signal when turning it on and off but you have to be quick coz it connects to the WiFi . So I put mobile data on it climbs a bit. We shouldn't have to be doing stuff like this just to use the phone. I don't know what to do myself anymore simply had enough. I keep pointing out the fact we are paying for a phone that we can't use. The bill stays the same & that's not fair . 

[RedLisaK]

@Lynn751  It's really annoying that no one seems to want to help resolve the issue.  I'm still using the same phone i had when on O2 and had no issues when with them. Issues have only started since switching to Sky.  To make matters worse, I only switched providers as Sky has a good deal for overseas roaming and I needed to make calls from the USA.  Just got back from the trip and I wasn't able to make one call.  I wasted several hours on chat with Sky only to have the chat ended every time as it was 5pm in the UK and the agent doesn't stay on the chat function after 5pm.  I was on a 5 hour time difference so had very little window of opportunity to access chat. Each time I re-entered the chat I had to start the conversation all over again.  I gave up in the end.  Wish I hadn't switched at all. 

I've just checked the Communications Ombudsman website and apparently Sky has 8 weeks to resolve the issue and if not resolved in that time you can raise a dispute with the ombudsman.  I think I'll do this once the 8 weeks is up. 

[Lynn751]

@RedLisaK Sorry I just wrote a long  reply to you and it says there was a invalid HTML ( I don't even know what that means) so wouldn't post it. I give up 

[P3npitstop]

I've now resolved the problem, I've moved to Vodafone and all is now good. 

[RedLisaK]

@P3npitstop  Glad you've resolved it although disappointed to hear that Sky didn't resolve it for you.

were you on a contract with Sky and if so did they charge you for leaving early?

[P3npitstop]

No luckily my contract had ended, although as they are unable to provide the service you are paying for I'm not sure they'd have much of a leg to stand on if you wanted to cancel as long as you had given them adequate time to fix the problem, this is where the ombudsman comes in handy. 

[P3npitstop]

** They'd not have much of a leg **

[Meg_2322]

@Daniel-F 

• Make & Model of your device in use - iPhone 13
• Network connectivity whilst you complete the call, IE – 5G/4G/3G or WiFi Calling - WiFi calling, 4G
• Signal strength (exact number of signal bars) whilst making the call - 2-4 bars out of 4
• What is the network provider of the person you have called who has had the issue - any 
• Date & time of call - any for the past month at least 
• Location at time of call - anywhere, any time 
• Is the call being made normally or are you using an App, for example Whatsapp - normally 

[Daniel-F]

Hi @Meg_2322, @Lynn751, @RedLisaK 

To confirm we have been unable to replicate this issue since it was picked up. Moving forward what I would suggest is speaking with our messaging team to perform some troubleshooting, the team have their own methods to escalate your individual cases along should it be required.

I have escalate all three of you over to our Messaging team who should be in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll just need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Thanks,

[Lisa-P1987]

Thanks for escalating this. We’ve sent Meg_2322, Lynn751, RedLisaK  an invite to chat.

[RedLisaK]

@Lisa-P1987 @Daniel-F 

I have now cancelled my contract with Sky mobile as I also had issues whilst abroad and have been unable to resolve any of the issues raised.

[Philip-BH22]

My partner and I both joined sky mobile this year. We are both having the time lag issue as well. At home and also away when not connected to WiFi, regardless of what network the other person is on. Never had this issue with 3, who we used to be with.

[Meg_2322]

@Lisa-P1987 someone spoke to me on the private chat, said that issues would be resolved within 72 hours and the issue is still there. I said I'd leave, others have and don't have the issue so if it doesn't change soon I guess I'll also have to look elsewhere