dtr3197:Sky were hopeless for me and I spent ages trying to get some sense out of them

To get into their router to find out the settings:

user name: admin
password: sky

that took 2 guesses...

Most routers are like that, Netgear ones default is admin : password and linksys ones (from memory) are admin : admin.

I know exactly what you mean. I have come across the same problems. Whenever I speak to the Belfast office it feels like you might be getting somewhere.But then they say an engineer will call you back, surprise surprise, no call received.

I think I have just got used to the idea now that BB maybe down one day, but to put up with it because one or two days later it should be working again. But this is not good enough!!

The latest consideration is a SKY service that is being offered for £5 per month, where if you have a problem with the wireless box you get to speak to an engineer rather then the call centres? They will also replace the wireless box and filters free of charge if any faults found. Has anyone gone with this service and would they recommend it? I like the thought of speaking direct to the Engineer -But should we be paying extra for this service?

Also, can anyone advise whether they leave their wireless box switched on or should it be turned off overnight?

HIya,
i have had the exact same problems you have been describing with sky bb.
i got so frustrated that i wrote a letter of complaint asking for reimbursement cancellation and money for my phone bill and i got it BUT only because i informed them that i was also sending a copy of the same letter to trading stansards if i did not have a resolution within a week.
i got my money back i cancelled my subscription and have since joined virgin media .. there speeds are better they have better staff and they are cheaper than sky AND THE MAJOR BENEFIT IS IF YOU DO HAVE A PROBLEM THEN THE TECHNICAL SUPPRT CALL IS FREE ...

Let me know how you get on and good luck getting ure bb sorted trust me u need it ;)

Sky were hopeless for me and I spent ages trying to get some sense out of them

To get into their router to find out the settings:

user name: admin
password: sky

that took 2 guesses...

after months of pain with sky, we decided to cancel after zero connection time, sadly it took them ages to disconnect as well even tho they could'nt provide the service.

so id stay clear unless you get connected all will be fine

Hello

I am having similar problems to Stephen. My broadband went down two weeks ago. I initially rang the number in the troubleshooting section of the Broadband booklet which I believe puts you through to a call centre in the Philippines. After being put on hold for ages I eventually got through to someone who did some tone tests on my line then asked me to plug in the modem to the test socket on my phonepoint. At this point I was told that there was a problem with the line and I should contact BT to get my line tested. I contacted BT who quickly tested the line and informed the line was fine.

I rang back and informed Sky of this and was told (after going through the same tests again) that the problem would be dealt with by Tier 3 technical support and I was given a ticket number. I was told I would be called back in 5 working days. I received no call back and then rang back and was told I should get a call within 5 more working days!!!

At this point I rang a number on the sky website to make a complaint but was told they do not have a complaints department. I was was put through to someone in the braodband department who sounded more with it than the people I had spoken to in the Philppines call centre. Apparently, I was now speaking to a call centre in Belfast. They had no records of my previous communication with Sky but explained that I probably had been talking to a diiferent call centre call centre in the Philippines.

The Belfast call centre, did further tests and also said the problem needed to be dealt with by tier 3 technical support. I got given another ticket number, I now have two!

I have slightly more confidence in the Belfast people, they are freindly and helpful. They also appear to understand what I was saying, I do not think the same can be said of the people in the Philippines.

That's it, I await calls from tier 3 technical support from 2 call centres. Hopefully Belfast will sort out my problem but based on other peoples experiences I have little faith.

If anyone can offer any advice how to get this resloved I would be most grateful. By the way I subscribe to the base package there are no issues with connection speed, I have no connectivity to the internet at all.

Hi,
Ive been having problems with Sky Broadband ever since my account was ativated a month ago.
As soon as it was ativated my telephone went dead. So I contacted BT who got my telephone working one week later,but cut off my Broadband in the process. After two weeks of phone calls to sky, I got my Broadband back, but lost my phone connection again.
I had to get a dial up contract with aol so i could get internet access and email whilst my connection was off.
Now I have No phone, there is no dial tone, it rings, but just crackles and buzzes when you answer it. My Broadband is very slow and occasionally will not connect.
Customer services at Sky is very poor. You get directed to a technical helpline who take details of your problem and then email them to a department call Tier 3 . Your promissed a reply , but no one ever gets in contact. You can give them your mobile number and email but they still don't reply.
When you tell them theres a problem with your phone they just tell you to get in touch with BT, but BT cut off your Broadband and tell you the problems with Sky's equipment. You just can,t win.
If you asked to be connected to Tier 3 You can be queing for 45mins which costs a fortune when you have to use a mobile. All they do there is say they will look into the fault and contact you when its cleared. They don't clear the fault so never contact you.
I wrote a letter of complaint over a week ago and got no reply.
I wouldn't advise anyone to get sky Broadband. I will be cancelling my Broadband and Sky package too. Ive had enough of them. There just useless.
They only started selling Broadband to stop loosing customers to company's like Vigin media.
If they start loosing customers they might think about improving there customer service. I,m off!!!!!

Hi Mate, ive been having dodgy speeds with my sky broadband since we got it, supposed to be on the 16meg package and been getting 256kbps, so i unplugged the sky tv cable, reset my router and now im getting 6 meg, i dont know if the tv interferes or not but since ive unplugged its been working great, its worth a shot, might be a problem sky havent found out yet, im not plugging the tv back in till they can get round the problem, hope it works for you

I have had so many problems with Sky broadband that I think it's time to call in the BBC watchdog team,
so far since August I have had a ropey connection, a double the usual phone bill, had so many promises of callbacks - very few of which have been returned and I have spent hours on hold trying to get through only for them to guess at the solution and promise me a call back..

Is anyone else having the same problems?

hopefully if we get enough replies to this thread, someone at sky may take notice and get something done...