i have been on sky broadband max for 12 months now and have had a few issues with them;
1. Bad Customer Service - When phoning up with issues, i would be better off speaking to my wife about the issues as she would know more and understand me better (this does not apply to the tier 2 guys who were pretty helpful)
2. Not receiving 16mb download advertise - I know it isnt always possible due to lines in local areas and distance from exchange etc... but i am paying for 16mb and now only getting 4mb at best!!!
To further explain #2 i was originally receiving 6 / 6.5 mb, until my broadband kept dropping out, when i phoned the 'technical' helpline (tier guys are excused) they were sooooooo unhelpful and knew very little and were more interest in reading through the pre-written script they are trained to run through rather than listen to me telling them i had already done everything they were saying to do. Eventually, after requesting a dozen times, to be transferred to the next tier i began to get some explanation.
I was told my line could handle up to 7.5 mb, but because there was too much data being sent through my line couldnt handle it and was backing up with errors which caused the dropping out. The chap then capped my line speed to 6.5mb which should, and did, relieve the error.
8 months later same drop out issue again, same issues with tier one again (i.e. not listening!!!). Tier 2 (different person this time) same explanation of issue, but this time my line could only 'handle' 4 mb, my line has been capped again!!
I feel like i am being lied to and ripped off, as am paying for 16mb download and only getting 3 - 4mb, the issue only seems to apply to my download speed as i am getting pretty much the full upload speed offered on the package.
I would really like and appreciate it if someone to help me truely find out what my line can handle, not what it currently gets.
Post Code NN2 8SY. Distance from exchange 1.4 (approx) miles
thanks in advance folks.
one disgruntled Sky customer