Written on: 04/08/2012
I have been a Sky Sat customet for mny years. The thought of paying for my Broadband and Phone calls and Line to the same supplier seemed convenient option (especially since Sky were advertising higher speeds than my old supplier).
So I switched. Speeds at first were not great, but having said that, 8 to 9mb in this rural area is not too bad.
I was told that over the first 2 week period, they would increase download speed gradually until itsatbilised and it did at about 9 to 10mb.
WEll within another couple of weeks the speed started to deteriorate and eventually the braodband would drop out alltogether.
2 Weeks ago contacted Sky (via mobile as both phone and broadband were down).
Instructed to run through all the ususal checks (reset router etc etc) still no better. Was told by the guy on the other end of the phone that he would "Turn Up" the strength and seeif that improved it.
Sped suddenly rose to 18.5mb and the engineer said we should monitor it for 48 hours.
Within 12 hours we started to lose the broadband again so rang Sky back (again on the mobile). Spoke to anothet engineer who got us to run through all the same old checks again (reset the router etc etc). Then he announced, "The problem is, your strength is set too high, I'll turn it down and we will monitor it for 48 hours".
I requested that they send out an engineer as we had already tried all of the obvious and nothing was working "Sorry" says he "We have to run through these procedures first ".
2 Days later onto Sky again. Broadband still not working, different representative on the phone so guess what ?, yes, run through all the set up procedure again (reset the router etc etc.
The guy on the phone at Sky then told us that he would raise a work ticket and a Sky engineer would call us shortly to see if there was anything else he could find suspect.
"Could you not just send a BT engineer out please"
"No, sorry, we have to run through these procedures first"
48 Hours later we got a visit from a BT engineer who asked what the problem was and then said he would go to the local exchange and be back later on. He never came back.
Next day i got a call which turned out to be a different BT engineer who told me that the telephone was back in service (I was speaking on it).
Download speeds between .024 kb and 2.6mb.
Rang Sky on Tuesday of this week and told them it was just not good enough. Another new person on the phone who wanted us to go through all the tosh of resetting the router etc etc.
"OK" says he " I going to gradually increase the speed over the next 7 days until we get a stable constant service."
At the time of writing this, I am getting up to 6.5 mb but the majority of the time there is no service whatsoever.
I am writing this, safe in the knowledge that by the time I have finished and the time comes to post it onto the message boards, I will have no BB service and will have to write it all again.
I am of the belief that all Sky Broadband customer representatives available on the phone, are told on peril of their lives, Not to request a BT Engineer call out.
I cannot honestly say whether the majority of Sky BB users are satisfied or not, I can only tell you that I have sent an email to Sky telling them that is they have not established a stable and speedy service to my router by Tuesday of next week, then I will claim that they have broken their conditions of service.
In any case, I will be leaving Sky at the first available opportunity.
My recommendations to you ?
Go anywhere, but NOT SKY BROADBAND !
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