Sky Broadband

[MrFrost]

Anyone in the Donny area having problems?
7th night now with unusable connection speeds. Sky insist there is no problem, but looking here http://helpforum.sky.com/t5/Sky-Broadband-Speed/why-is-my-broadband-speed-so-slow-tonight-in-armthorpe-doncaster/m-p/872404#M32992

It seems plenty in Donny are having the same issue.

[Filo]

I`m in Stainy and have n`t noticed any speed drop off with my sky bband

[Dagenham Rover]

I'm with Origin on SYDR  A local Doncaster company and I'm whizzing along at 23.3m  down and 8.4 up on my 24down and 10 up connection  with no usage caps and no throttling    and if you do get an issue the customer service is exceptional


http://www.origin-broadband.co.uk/     

SYDR is the only fibre choice I have, previously 1.8m  on a very  good day

[mushRTID]

It's pissing me right off. I can't do anything and rely on it to work from home.

[MrFrost]

It's pissing me right off. I can't do anything and rely on it to work from home.

On their Facebook they said they are investigating but it could be next week before they have any clue what's happening. When I ring them they deny any issues in this area.
Absolute joke!

[Rios]

On their Facebook they said they are investigating but it could be next week before they have any clue what's happening. When I ring them they deny any issues in this area.
Absolute joke!

You do realise that they're highly likely to be telling you the truth as far as they can see.  Their monitoring system won't be reporting a fault to the exchange, but they don't cover anything beyond than that.  If there's a fault under the control of BT this won't be showing to them, hence when you call them they're likely to be telling the truth.  Having worked on a help desk dealing with adsl issues you wouldn't believe the amount of people who ring up complaining about "speed" problems, which is why they (and ALL other suppliers) give you the run around with filter changes, etc before they'll do anything meaningful.

I've no doubt Sky will be pushing BT as hard as possible to resolve, but the way the government fragments telecomms in this country means that this sort of problem always means you're waiting on BT to fix... who don't have to deal with the customer (even if you buy your adsl from BT!) and it's left to the adsl provider to pick up the peices.

If you think Sky are a "joke" I'd suggest you try Talktalk, Plusnet or Virgin... their customer service makes Sky look like Gold Standard.

(oh and I'm not with Sky, haven't worked for them or have any love for Murdoch.  You're just blaming the wrong people as far as I can see)

[MrFrost]

On their Facebook they said they are investigating but it could be next week before they have any clue what's happening. When I ring them they deny any issues in this area.
Absolute joke!

You do realise that they're highly likely to be telling you the truth as far as they can see.  Their monitoring system won't be reporting a fault to the exchange, but they don't cover anything beyond than that.  If there's a fault under the control of BT this won't be showing to them, hence when you call them they're likely to be telling the truth.  Having worked on a help desk dealing with adsl issues you wouldn't believe the amount of people who ring up complaining about "speed" problems, which is why they (and ALL other suppliers) give you the run around with filter changes, etc before they'll do anything meaningful.

I've no doubt Sky will be pushing BT as hard as possible to resolve, but the way the government fragments telecomms in this country means that this sort of problem always means you're waiting on BT to fix... who don't have to deal with the customer (even if you buy your adsl from BT!) and it's left to the adsl provider to pick up the peices.

If you think Sky are a "joke" I'd suggest you try Talktalk, Plusnet or Virgin... their customer service makes Sky look like Gold Standard.

(oh and I'm not with Sky, haven't worked for them or have any love for Murdoch.  You're just blaming the wrong people as far as I can see)

No, the blame, as far as the end user is concerned, lies with Sky. They are the ones providing the service, and taking the money for doing so. After 8 days, they have finally admitted the problem is with the exchange but cannot give any further details or timescale to resolve. My mine big bear is with their customer service. They insist they will not give me any kind of refund for the downtime I have had, nor will they provide me with a MAC code to switch provider while the problem is being investigated.

There is clearly a serious outage issue in the Doncaster area judging on the number of comments on their help forums, yet it has taken them 8 days to admit this and seemingly do anything about it, insisting in each separate case that it is the end users set up.

If I could get Virgin where I lived I would jump ship.

[Rios]

They are the ones providing the service, and taking the money for doing so. After 8 days, they have finally admitted the problem is with the exchange but cannot give any further details or timescale to resolve.

They are providing the service, but when you understand how telecoms work in the country you soon come to accept that the buck ALWAYS stops with BT.  They're the ones providing the back end and they're the only ones with access to this.  If the lacklustre monitoring tools provided by BT to the ISP's doesn't show a fault and BT deny there's a problem (which they frequently default too) then it serves no purpose screaming at your ISP.

I spent all day in Wrexham on Friday waiting for BT visit for a joint line/adsl install (ordered from an ISP in Italy). They didn't turn up, no call to say they weren't attending and no compensation for me wasting a day there.  It's not the ISP's fault even though we're paying them for the install/service and if I got wound up every time there was an ISP/BT problem then I'd have a mental breakdown within a week.

[Rios]

They insist they will not give me any kind of refund for the downtime I have had, nor will they provide me with a MAC code to switch provider while the problem is being investigated.

Unless you have business grade Adsl (you'll know you have it, it costs over £100 a month) then it's written into your T&C's that you won't get compensation.  All ISP's will provide you with a MAC code if you ring and speak to their customer service departments.

[Dagenham Rover]

 The equipment I work with  relies on BT for the comms,  the number of times we get called to a break/fix for comms issues and after we check our equipment to find no fault I ring BT for line checks, they always say there is no fault.
Usually I grab a cuppa sit and watch the machine spring back into life all on its own     but our BT friends swear blind they have done nothing and there was no fault

[MrFrost]

They insist they will not give me any kind of refund for the downtime I have had, nor will they provide me with a MAC code to switch provider while the problem is being investigated.

Unless you have business grade Adsl (you'll know you have it, it costs over £100 a month) then it's written into your T&C's that you won't get compensation.  All ISP's will provide you with a MAC code if you ring and speak to their customer service departments.

Sky are declining to do this. And also declining it for several other people while they "investigate" the issue. There are probably about 100 posts from people in Doncaster on their forums all having the same trouble.

Now into day 8, and they have finally admitted it is their issue. Only effecting Sky customers on the exchange though.

Earliest resolution date for the SLDCN exchange is 5/2/13.

They have a duty to provide the service advertised - and when the resolution date arrives, it will be almost 3 weeks without a usable service which is not acceptable.

[Dagenham Rover]

I really can't see why they refuse to give you a mac code, plenty of people swop providers with faults  in fact I think BE used to advertise they would happily take on customers whose isp couldn't sort a line fault and work with you untill it was sorted

[bobjimwilly]

I'm with Origin on SYDR  A local Doncaster company and I'm whizzing along at 23.3m  down and 8.4 up on my 24down and 10 up connection  with no usage caps and no throttling    and if you do get an issue the customer service is exceptional


http://www.origin-broadband.co.uk/     

SYDR is the only fibre choice I have, previously 1.8m  on a very  good day

My origin line went active yesterday and I'm loving the 40mb download, as opposed to 4.5mb I was getting with Plusnet


customer service is, as you say, exceptional. It's very comforting to speak to someone with a Donny accent who is just up the road on Thorne Road. Local ISP for local users - it's the future! 

[Rios]

Sky are declining to do this. And also declining it for several other people while they "investigate" the issue. There are probably about 100 posts from people in Doncaster on their forums all having the same trouble.

Now into day 8, and they have finally admitted it is their issue. Only effecting Sky customers on the exchange though.

Earliest resolution date for the SLDCN exchange is 5/2/13.

They have a duty to provide the service advertised - and when the resolution date arrives, it will be almost 3 weeks without a usable service which is not acceptable.

http://ask.ofcom.org.uk/help/internet-service/MAC - The law around this was changed a few years back and they can now no longer refuse, but you will have to ring (or write to) them.  If they are refusing then you should report them to Ofcom.

They can't refuse to give you a MAC code, although I'd advise against using this threat as a means of coercing your ISP into action.  They make such small margins on each customer that they'll be quite happy to get rid of a complainer.

[Dagenham Rover]

I'm with Origin on SYDR  A local Doncaster company and I'm whizzing along at 23.3m  down and 8.4 up on my 24down and 10 up connection  with no usage caps and no throttling    and if you do get an issue the customer service is exceptional


http://www.origin-broadband.co.uk/     

SYDR is the only fibre choice I have, previously 1.8m  on a very  good day

My origin line went active yesterday and I'm loving the 40mb download, as opposed to 4.5mb I was getting with Plusnet


customer service is, as you say, exceptional. It's very comforting to speak to someone with a Donny accent who is just up the road on Thorne Road. Local ISP for local users - it's the future! 

I had an upload speed issue on a new pc I couldn't get it above 0.9   I swopped cables,  they swopped my router  plugged straight into the cellpipe etc all to no avail. in the end they remote logged onto the pc checked all settings  and allsorts well above and beyond their remit,  it turned out to be a windows issue.

When I first went over to them Plusnet decided it would be fun to disconnect me the week before they should have, I spoke to Origin and whilst they couldn't do anything about the line at that point they drove out to my house that evening and dropped me a dongle off so I could get back online till they could sort Plusnets cockup out

[big fat yorkshire pudding]

Don't touch TalkTalk, dreadful service, dreadful speed, dreadful customer service (even had the cheak to tell me what I could and couldn't use my internet for, didn't say that in the contract).

[RobTheRover]

Let me get this right, can I have Origin without having a phone line?

I was thinking the other day that we never make calls on the house phone as we all have mobiles, no one ever calls us on it apart from family and telesales/scammers, so what is the point in having it?

If Origin can save me the £15 odd I pay to Sky for line rental, I'm all over it.  I've just moved house, and even though I'm still connected to the Adwick exchange my SkyBB line speed has fallen from 14Mb/s to 6Mb/s.  When the kids are on their xbox shooting their mates in MW3 that seems to eat the lot.

[Dagenham Rover]

Let me get this right, can I have Origin without having a phone line?

I was thinking the other day that we never make calls on the house phone as we all have mobiles, no one ever calls us on it apart from family and telesales/scammers, so what is the point in having it?

If Origin can save me the £15 odd I pay to Sky for line rental, I'm all over it.  I've just moved house, and even though I'm still connected to the Adwick exchange my SkyBB line speed has fallen from 14Mb/s to 6Mb/s.  When the kids are on their xbox shooting their mates in MW3 that seems to eat the lot.

Let me get this right, can I have Origin without having a phone line?

I was thinking the other day that we never make calls on the house phone as we all have mobiles, no one ever calls us on it apart from family and telesales/scammers, so what is the point in having it?

If Origin can save me the £15 odd I pay to Sky for line rental, I'm all over it.  I've just moved house, and even though I'm still connected to the Adwick exchange my SkyBB line speed has fallen from 14Mb/s to 6Mb/s.  When the kids are on their xbox shooting their mates in MW3 that seems to eat the lot.

 you do need a line as its fibre to the cabinet but  they do there own phone lines now,     phone them up and have a chat I've even known them split the connection fee down over 2 or 3 months if it helps you.
 I think the cheapest "line only" was with  Primus at  6.99

Personally I've put my phone with them as well now partly for the service i've received and partly if there is a problem its easier dealing with just one firm

[MrFrost]

And here we have it

http://www.theregister.co.uk/2013/01/22/sky_broadband_adding_customers_first_capacity_after/

[bobjimwilly]

When I first went over to them Plusnet decided it would be fun to disconnect me the week before they should have, I spoke to Origin and whilst they couldn't do anything about the line at that point they drove out to my house that evening and dropped me a dongle off so I could get back online till they could sort Plusnets cockup out

Plusnet did that to me as well! The bas**rds.

[mushRTID]

And here we have it

http://www.theregister.co.uk/2013/01/22/sky_broadband_adding_customers_first_capacity_after/

Hmmm. Notice there is nothing about compensation for us.

[mjdgreg]

I'm with Origin too and they are brilliant for internet. They put the big boys to shame. Much better speeds and much better customer service. I've also got their phone system which I'm not too keen on. It's OK but I wish I'd stayed with BT. For example if you ring a Doncaster number from Doncaster you have to put the 01302 code in every time. It's not as easy to use as a 'normal' line. On the plus side if someone rings you it doesn't tie the line up. I could receive a call and my wife would still be able to ring out using another phone.

[RobTheRover]

I cant believe that.





















































You have a wife???????????

[Mr1Croft]

Sky Broadband are by far the worse Internet provider and really looking forward to leaving them, really unstable in Moorends and despite having an "unlimited" package simple tasks such as playing a Youtube video either take too long or knock the thing off completely. Sometimes it will just go off at any random point and when you ring Sky to complain they insist on asking the same questions such as making sure all lines are connected, connecting it to the master phone line and then after half an hour being put on hold telling me to change the filter, this must have happened 10 times before they finally agreed to send someone out, threatening that if no-one was home a £99 call out fee would be applied so after messing everyone about in the house to ensure someone was home they never turned up and didn't explain why either untill we rang up again the next day. Turns out it was a fault out of their hands so they cancelled the technician coming out, still a phone call or email telling us would have been nice.

Do you need fibre optics to move to origin?

[pkt_drfc]

They are installing fibre optics in Thorne and Moorends at the moment

[jonnydog]

I've never had a problem with Sky Broadband. Even when I moved the switch all went smoothly and every time I've needed to call them they've been more than helpful.

In saying that the speed could be quicker, but I don't think fibre optics have been installed in Hatfield Woodhouse as yet, do will stick with them until I can get something faster

[Filo]

I've never had a problem with Sky Broadband. Even when I moved the switch all went smoothly and every time I've needed to call them they've been more than helpful.

In saying that the speed could be quicker, but I don't think fibre optics have been installed in Hatfield Woodhouse as yet, do will stick with them until I can get something faster

I`m on the Hatfield Woodhouse exchange, never understood why they call it Hatfied Woodhouse exchange when it`s actually in Dunscroft opposite where the Abbey pub used to be, I`m pretty far away from the exchange and can only get about 4MB max download speed, having said that I`ve never had one problem with Sky Broadband

[mjdgreg]

Anyone thinking of moving to Origin should just give them a ring and they will tell you if they can connect you or when it is likely to be. They just need your post code. Or you can just do it online:

http://www.origin-broadband.co.uk/

I would urge as many of you to switch to Origin as possible, even if you are happy with your current supplier (I'd keep your existing phone line if I were you though). They are a new company set up by young lads just out of university. These lads have had the guts to set up their own company and to take on the big boys and provide a better service. They deserve all our support.

On Sky, my father in law lives around the corner from me and has Sky. My service compared to his bears no comparison. It is like Origin are top of the Premier league and Sky are at the bottom of the Conference.

[Dagenham Rover]

Just for once I agree with Mick, no doubt its extremely unlikely to happen again

[RobTheRover]

I've just set this thread as a favourite for that reason, Daggers.  I like Mick when he isnt playing Johnny Opposite.