Sky complaint

I've been with sky for 10 months now and i've always known that i will never get amazing speeds with the distance that i live from my exchange. with my old ISP i was getting about 800kb dl speeds...With sky its less than half that 270kb!!!

It's ok for general browsing but downloading is hopeless...however Sky have contacted me to make me aware that i have gone over my MASSIVE 2GB allowance (i'm sure that's impossible with my connection and usage) and that i am being put onto the next package up £5 extra a month, and an up to 10mb download speed - HAH!

My complaint to Sky is that if i am going to be paying more then i should at least expect better speeds. I've sent an email via the website and recevied a reply which looked as though an 8 year old had designed it, i answered all the questions...hit reply...and all i get is a message delivery failure message!

Are Sky making it awkard to complain on purpose, i can't face a conversation with someone from So-called Technical Support and i thought i may be able to resolve something via email but no!

any ideas what to do next?

cheers

Matt

are you on the bt product or llu?
if bt - its known to be terrible, sorry - your are probably stuck with junk till you move onto an llu provider if one is avail - check samknows
if llu - has it always been poor or something new?
if always - why have you accepted 10 months of poor speeds? i think you are going to have to bite the bullit and call them
if new - has something changed

as for the usage slow speed would make it hard but not impossible to go over the 2gb limit, do you use sky player if i recall correctly its based on p2p, or do you have any other p2p or things like online gaming, spotify etc
do you have any sort of network monitor like the one this site provides - it would track your usage - although its only traffic through your nic it cant destinguish between internal network traffic and going on 'tinternet

either way, if you are on 10 months or so, you only have a couple of months before you are out of contract and can move to another cheaper provider who can give you what you want - there are a few out there, again tho look for llu providers if avail via samknows

my exchange:

http://www.samknows.com/broadband/exchange/MYSEM

I was with IDNET in my old house getting 1.6mb about 500yrds closer to the exchange, moved to our new house where speed dropped to 800kbs so it seemed pointless paying for a service that meant downloading anything was a waste of time.

Signed up with Sky in May 2009 where my speed dropped pretty much straight away to around 300kb. I barely use anything that is bandwidth heavy, we do have 3 computers that are used quite a bit in the house...no skypler/iplayer it's not worth it constantly buffereing, spotify usage is minimal.

I haven't bothered pursuing b4 because i was on the free broadband with 2 gb usage policy, but since hearing from them that i have exceed my quota 2 in 6 months and i have to pay an extra £5 a month i'm not happy to be paying extra for such poor speeds.

ok i think there might be a misunderstanding in terms here which is causing the problems the mb on your speed stands for megabits NOT megabytes

now if i am getting this right you are currently on the 'free' broadband (which is LLU) however this is a capped speed of 2mb (ie 200kb/s when downloading)

on your previous connection you was probably on the BT wholesale ADSLmax service which is upto 8mb (ie 800kb/s when downloading)

now if they are moving you onto the mid package on LLU which is upto 10mb you might start getting better speeds again

therefore i would wait to see what happens however you might need to phone them up to reset your profile from the fixed 2mb profile which will mean another 10 day training period

sorry gonzo..i appreciate that my original post is a bit misleading...my router is syncing at 363kb and when i do a speedtest is says my speed is 250-400kbs.

When i download a file it says that i am downloading on average at 39kbs..

thanks

Matt

Edited by deleted (Fri 26-Feb-10 16:39:29)

In reply to a post by mattpearce79:

my exchange:

http://www.samknows.com/broadband/exchange/MYSEM

I was with IDNET in my old house getting 1.6mb about 500yrds closer to the exchange, moved to our new house where speed dropped to 800kbs so it seemed pointless paying for a service that meant downloading anything was a waste of time.

Signed up with Sky in May 2009 where my speed dropped pretty much straight away to around 300kb. I barely use anything that is bandwidth heavy, we do have 3 computers that are used quite a bit in the house...no skypler/iplayer it's not worth it constantly buffereing, spotify usage is minimal.

I haven't bothered pursuing b4 because i was on the free broadband with 2 gb usage policy, but since hearing from them that i have exceed my quota 2 in 6 months and i have to pay an extra £5 a month i'm not happy to be paying extra for such poor speeds.

O2 LLU is available at your exchange - go for that - it's a no-brainer

Edited by michaelh (Fri 26-Feb-10 19:31:48)

In reply to a post by michaelh:

In reply to a post by mattpearce79:

my exchange:

http://www.samknows.com/broadband/exchange/MYSEM

I was with IDNET in my old house getting 1.6mb about 500yrds closer to the exchange, moved to our new house where speed dropped to 800kbs so it seemed pointless paying for a service that meant downloading anything was a waste of time.

Signed up with Sky in May 2009 where my speed dropped pretty much straight away to around 300kb. I barely use anything that is bandwidth heavy, we do have 3 computers that are used quite a bit in the house...no skypler/iplayer it's not worth it constantly buffereing, spotify usage is minimal.

I haven't bothered pursuing b4 because i was on the free broadband with 2 gb usage policy, but since hearing from them that i have exceed my quota 2 in 6 months and i have to pay an extra £5 a month i'm not happy to be paying extra for such poor speeds.

O2 LLU is available at your exchange - go for that - it's a no-brainer

what he says
no actually have a look in the o2 forum here, i think the user mkd he has some stats about cashbask offers that you can basically get free internet for a year if you work it out right, think you need a o2 phone contract or PAYG but even if you dont it still seems there are some offers to be made, might be better for you speed and cash wise mate, good luck

In reply to a post by The_Jimster:

In reply to a post by michaelh:

In reply to a post by mattpearce79:

my exchange:

http://www.samknows.com/broadband/exchange/MYSEM

I was with IDNET in my old house getting 1.6mb about 500yrds closer to the exchange, moved to our new house where speed dropped to 800kbs so it seemed pointless paying for a service that meant downloading anything was a waste of time.

Signed up with Sky in May 2009 where my speed dropped pretty much straight away to around 300kb. I barely use anything that is bandwidth heavy, we do have 3 computers that are used quite a bit in the house...no skypler/iplayer it's not worth it constantly buffereing, spotify usage is minimal.

I haven't bothered pursuing b4 because i was on the free broadband with 2 gb usage policy, but since hearing from them that i have exceed my quota 2 in 6 months and i have to pay an extra £5 a month i'm not happy to be paying extra for such poor speeds.

O2 LLU is available at your exchange - go for that - it's a no-brainer

what he says
no actually have a look in the o2 forum here, i think the user mkd he has some stats about cashbask offers that you can basically get free internet for a year if you work it out right, think you need a o2 phone contract or PAYG but even if you dont it still seems there are some offers to be made, might be better for you speed and cash wise mate, good luck

I moved away from Sky when I got my first warning email for exceeding the Everyday limit. That along with the price doubling from £5 to £10 was the final straw for me.

I moved to o2 - my work mobile is with o2 so the charge is £7,50 per month. I got 2 months free start up, and signed up through Quidco for a £75 cash-back.

So nett effect is 12 months free broadband, and I've escaped from the Murdoch empire smile

I bought an O2 PAYG mobile for £20 with £10 inclusive credit. £10 Top up required every 3 months but 100 free texts for that month.This is to receive the £5 discount.

Either as a result of my recent complaint or the fact that i have been put onto the £5 broadband package my router is now syncing at 1024kb rather than the 383kb. Speedtest came back at 0.8mb using the thinkbroadband test.