Sky, Please Help - Deaf Customer Needs help. New account but zero service on tv, phone and broadband

[Mike412]

Mayday!

Note, I am deaf so I am unable to use a phone.

Persistent Service Interruption

I'm having a persistent and unresolved issue with a recent Sky installation and need to request an engineer visit. Due to being deaf, I am unable to call and discuss this directly.

The service has been unreliable since it was installed on September 4th. A replacement router was sent, but this did not fix the problem. The broadband frequently cuts out for hours, and the speed is far below the promised rate—I'm consistently getting between 5–17 Mbps, while the sky website reports 300 Mbps speed for my address.

I believe this is a problem with the external line or the original installation, not my equipment. This ongoing issue is unacceptable as my household depends on a reliable connection.

Could you please arrange for an engineer to visit as soon as possible to investigate and resolve this? I can provide my account details via private message.

Thank you

[Daniel0210]

@Mike412 
This is a customer led discussion forum where Sky customers are here to try to help other customers. You aren’t speaking to Sky Customer Services here.

If you have health issues that might affect your ability to communicate, it may be worth registering with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team other than phoning so have a look at the related links here… ~

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance

[Chodley]

300Mb must be fttp. Not sure how it's

possible to have an fttp external issue that causes that much degradation without failing completely.

Have you tested this connection speed over ethernet to eliminate wifi issues as the cause?

[Mike412]

Hi Daniel,

Ity's not just the broadband / ethernet problem, it's the entire system - TV and phone too.

[Chodley]

I would start by getting the broadband fixed. Both the others rely on it.

What TV system is it, Q or Stream?

[Mike412]

TBH I'm not too sure? Novice alert!! I've only just realised they are two seperate packages as my wife set it up (as I'm deaf) but it makes sense to get the broadband fixed primarily so thanks for the pointer 🐵

[Chodley]

What does the box plugged into the TV look like? If it's about 11cm wide it's Sky Stream and totally internet dependent

if it's about 35cm wide it's Sky Q and somewhat internet dependent but live TV should work ok with no broadband.

[Mike412]

It's a white router and I have something called a Puck - I think this might be Sky Q but I'm lost. This is what appeared on an email but it doesn't give a title anywhere from what I can understand;

Here's what you ordered:
Sky TV
Sky Stream puck
Sky Essential TV
Netflix Standard with Ads
Sky Broadband and Talk
Sky Full Fibre 300
Sky Pay As You Talk
Sky Line Rental

We'll keep in touch to bring you up to date with everything you need to know about your order (including to confirm your Sky Broadband set up date, if applicable).

[Mike412]

UPDATE:  I contacted them online  to register and get help (accessibility) but after an hour waiting for a response from an initial 'chat' - I just had to give up.

https://www.skyaccessibility.sky/

[Giraffe69a]

A puck means it is Sky Stream not Sky Q

[Daniel0210]

@Mike412 

Based on your reply I've moved your thread to the Stream board as you don't have Sky Q. 

[Chodley]

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@Mike412 wrote:

UPDATE:  I contacted them online  to register and get help (accessibility) but after an hour waiting for a response from an initial 'chat' - I just had to give up.

https://www.skyaccessibility.sky/

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That's poor 😞