jonathanc Posted November 7, 2011 Share Posted November 7, 2011 I am really at wits end here with SKY BB...they used to be really good but now its really shite.. Basically I've signed on a few months ago and was told when signing up I would be getting minimum 6,5mbps. I never got that speed and after many phone calls I managed to ssqueeze around 4mbps. Before last week I still have the rights to cancel but I thought I will just accept the 4.5Mbps I am getting. Funny enough today my modem got restarted and my speed dropped to 2.5mpbs (!) . I find that unacceptable as that is not really not enough to use with all the internet enabled devices at home. I called up and was told basically too bad and it's too late to cancel my contract. I either accept it or pay some charge! SKY has even the cheek to blame my computer, telephone line, telephone, etc for the problem... I tried to ask to speak to a manager and was put on hold for 30+min (and counting...) Can anyone offer me some advise please? Quote Link to comment Share on other sites More sharing options...
stevie_b Posted November 8, 2011 Share Posted November 8, 2011 Legally, I doubt whether you have any recourse. The sales blurb probably "promised" (i.e. a statement caveated with an asterisk) 6mbps, but I don't think any ISP would contractually promise to deliver that, as it does depend on factors out of their control (e.g. distance from the telephone exchange, quality of phone cable, amount of other users on at the same time etc etc). You might be able to contact them and threaten to leave, in order to extract concessions from them. Quote Link to comment Share on other sites More sharing options...
Guigsy Posted November 8, 2011 Share Posted November 8, 2011 It's bt. Not sky. Go to a different supplier you will likely just end up with the same speed or close to it. Everywhere will say you can get upto 8 meg but nobody is going to make you closer to the exchange. Or make your exchange capable to take more traffic. Were switching to virgin. Were stuck on 2.5meg too. Virgin uses the cable network and not the bt phone line. I'd just stick with sky if you can't get cable. It won't be you computer for a start. Thats bs. If your router is connecting at 2.5 meg your computer has nothing to do with it. Quote Link to comment Share on other sites More sharing options...
sideexitsupra Posted November 8, 2011 Share Posted November 8, 2011 Yep, we had the same problem. 2.5Mb download on a good day and considerably less on a bad day. Luckily we already had a virgin media cable coming into the house and we now enjoy over 25Mb. Changed the TV and everything at the same time and am also paying less! Quote Link to comment Share on other sites More sharing options...
jonathanc Posted November 8, 2011 Author Share Posted November 8, 2011 Well after a massive amount of hassle I managed to get a direct number to the Tier 2 support. Just got off the phone with a very friendly lady and after some tests she arranged a BT engineer to come out and have a look this Thursday. Fingers crossed. I am getting 2.3kbps max and that is really slow... if somebody is watching Youtube or iPlayer it just slows the rest of the computers in the house down I missed my old Telewest cable. Best ever internet! Too bad I can't get cable or even fibreoptic here... Quote Link to comment Share on other sites More sharing options...
Abz Posted November 8, 2011 Share Posted November 8, 2011 Remember the advertised speed is not what you would get (I am sure you know this), some don't even get close. If you read your terms & conditions (yep, them 5 pages in size 2 font), they put in that the speed they advise is what is possible to 'get up to'. Though due to 'variable' factors you may not be able to get the highest speed stated, if that is the case then tough luck. I'd phone them & tell them that your speed is fluctuation badly & it varies throughout the day with no pattern. Tell them also that you have tried the following things (make sure they note this down) and it still hasn't made a different. * Tried different line filters * Took phone line off/disconnected * Tried the secondary fault line on the socket * Tried swapping with 2 different routers (problem exist with both wired & wireless connections) * Tried different computers & devices like smartphone & tablets * Tried different OS's (Operating Systems) Then ask them to see if they can put you perhaps a different profile, advise you think it could be a routing issue to the exchange. With this they might be willing to try different things to see if they can you a better speed. Quote Link to comment Share on other sites More sharing options...
a98pmalcolm Posted November 9, 2011 Share Posted November 9, 2011 Im with sky and im dead chuffed, I get 20 meg wireless as were about 200m from the exchange so I think its all down to that. Sky DONT use traffic management so that wont effect anything. Takes about 5mins to download a film.. Quote Link to comment Share on other sites More sharing options...
jonathanc Posted November 9, 2011 Author Share Posted November 9, 2011 Well I managed to find a direct number to Tier 2 support (Customer solutions???) which was really helpful compared to all the people I've spoke through the default number. I don't even understand why SKY employ people like that... "er... yea, unplug the ethernet cable and plug it in again...." "Have you tried using another laptop to test?"... omg... I've managed to get a BT Engineer booked in as test revealed some errors which were unexplainable on the Tier 2s end. Fingers crossed but until then I will have to live with 1.9Mbps... I just don't understand how internet can be so crap especially since I live less than 1 mile from the nearest exchange (although to be fair this exchange is a crap one...apparently not ear-marked for future fibre upgrade at all...) I was told I should be expecting from 3.5-5 Mbps so hopefully I can get around that... Quote Link to comment Share on other sites More sharing options...
Abz Posted November 9, 2011 Share Posted November 9, 2011 Well I managed to find a direct number to Tier 2 support (Customer solutions???) which was really helpful compared to all the people I've spoke through the default number. I don't even understand why SKY employ people like that... "er... yea, unplug the ethernet cable and plug it in again...." "Have you tried using another laptop to test?"... omg... I've managed to get a BT Engineer booked in as test revealed some errors which were unexplainable on the Tier 2s end. Fingers crossed but until then I will have to live with 1.9Mbps... I just don't understand how internet can be so crap especially since I live less than 1 mile from the nearest exchange (although to be fair this exchange is a crap one...apparently not ear-marked for future fibre upgrade at all...) I was told I should be expecting from 3.5-5 Mbps so hopefully I can get around that... Good to hear that, I live quite close to the exchange & I suffered with slow connections. Number of factors can determine that but mainly it lies on the technology at the exchange, they finally managed to sort out FO! Quote Link to comment Share on other sites More sharing options...
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