Sky fobbing me off again...

Hi All,

Some of you may know about my issues with Sky capping my speed on the Max Tariff, I was told that I should hear from someone from Sky to get the cap removed and full ADSL2+ enabled.. We all know that when Sky has availability for 16 meg, then they just need to turn it on.. I know a couple of people who have it one in my road, one just down it. I was just gonna send an email to Sky via their site.. but once I'd finished typing I realised they had limited my text to 1000 characters... Will post what I was going to put here, and if anyone else in the forum can help me, I would appreciate it.

"I am emailing you to complain about the service I am getting from Sky Broadband. I have been connected to the Max Package on Sky since 7th March, I can connect to the internet, but find that my speed has been capped to 8mbit whereas it should be at 16. I am also noting that I know these connections to be bog standard ADSL instead of the ADSL2+ standard that Sky are offering with the Max package. I called the customer service centre, and spoke to someone who didnt even know that ADSL2+ existed, who then put me through to technical support, who said that someone will look into it and I will be called back in 3-5 days.. this passed and I called back.. someone else again didnt know what ADSL2+ was, and told me that someone would call me back today.. being fobbed off again! So I have just spent the whole of my day off stuck at home waiting for someone from Sky to call about this Broadband issue.... 4pm no call! I phone in on the 0870 number, gave them the details of the ticket number (225735) and get told that an engineer is working on my line at present and I will get a call in an hour or so to confirm it was done and ADSL2+ was activated on my line. It is now 7.31pm and no one has called.. I tried to call back but there is a stupidly long hold time for a call to be answered... I have done speed tests, checked my SNR and sync speeds, all maximum for ADSL, but as you can see... ADSL2+ has definitely not been activated. I am sick of being fobbed off with excuses.. one thing I have not mentioned in this email, is that one of my friends living down the road from me, had the same problem.. 8meg initially... and being fobbed off with excuses whenever he called in. He even got an email telling him that it wasnt available in the area, he gets the Advertising Standards Agency and Trading Standards involved via a well established broadband forum www.thinkbroadband.com and because of this is featured on the BBC 6oclock News and Watchdog regarding the issue. Funnily enough, someone phoned him up immediately and pressed a few buttons at sky's end and his 16 meg was enabled straight away. I am having the same issues as he is, and I am at present compiling information to send to Trading Standards as Sky are giving me the same problems as he was having, offering a service of 16 meg and saying it is available when they are not supplying the goods. On the ThinkBroadband forum there is confirmation that there is plenty of connections available for 16meg and they just need to be switched on by Tier 3 at your end. My friend who had hassle before told me that when they say there arent enough ADSL2+ connections and there is no more space, its a lie, and I just need to have it turned on. This is all I am asking for! I know what needs to be done to my line, I just need to get the speed uncapped and adsl2+ enabled by tier 3, but no one will connect me to them, nor will anyone call me back, Therefore, before I write to Watchdog over this problem, I would appreciate it if you sorted this problem out for me as soon as possible.. can you please get Tier 3 to remove the speed cap and to make sure ADSL2+ is sorted. I have done many speed tests and my sync speed according to the people in this forum is excellent and they tell me I should get the full 16meg or close where I am, I just need for it to be sorted. I have been told once I speak to Tier 3 about this.. they do it in seconds.. can you arrange this, and email me on ************ to confirm this is done. I am not at home a lot of the time and I do not want to spend another day off sitting in waiting for a phone call!"

I just wish Sky would sort this out. They are up to their old tricks again. Does anyone know how to actually get hold of the infamous Tier 3? I also found out that when I migrated over from Nildram, they werent informed by Sky of the change and Nildram also feel that my account is still active, although I know I am receiving my signal from Sky... Help Please!!! This is driving me nuts!

In reply to:

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I also found out that when I migrated over from Nildram, they werent informed by Sky of the change and Nildram also feel that my account is still active

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Its your responsibility to cancel your old account not Sky's.

What's your attenuation and snr?

When it comes to cancelling my old Nildram account, I believed that was automatic when you give your Mac Code to your new provider, thats what happened when I left Wanadoo to go to Nildram, so I thought it would be the same. I've emailed Nildram and just waiting for a reply.

As for Sky, I just cant believe its so hard to actually get hold of someone who can actually sort out a problem. Even I know what they have to do, its just finding someone their end who can do it.

Here are my Stats by the way...

ADSL Link Downstream Upstream
Connection Speed 8096 kbps 768 kbps
Line Attenuation 31.0 db 19.0 db
Noise Margin 10.7 db 13.0 db

Don't believe what Nildram say. Yeah, your stats are similar to mine and I get around 14Mb
I see Sky have barred the 0800 number.

Yep. I found that out this afternoon too... Had to use the 0870 number instead

Email me with the line details and the stats and I'll see what can be done

On the cancellation it varies from ISP to ISP so always best to check

Thanks Andrew...

Have just emailed you all the bits you need. Thanks for helping me out.

This is exactly what is happening to me as well ... I phoned Sky to get my connection altered to ADSL2+ as I am only syncing at 8meg and the person at Sky said there is no such thing as ADSL2+... I nsisted there was and only tier three would be able to help me ..... he had to talk to his supervisor who insisted I was already on ADSL max package and ther stats on my line say I can't get over 4meg download speed anyway.... I pointed out I get 6 - 8 meg download speeds already and with my line stats I shoud get speeds of at least 10 - 14 meg (I hope I'm right) and that the package I'm getting is not the ADSL max package of speeds up to 16 meg .... and guess what I'm waiting for a phone call ... they said the only way to escalate to tier three was to report a problem with my conection .... if some one could verify what speed I should get with these stats please as I am begining to think it is me that's wrong ... I do sync at 8 meg but this drops at times to what you see below.

ADSL Link Downstream Upstream
Connection Speed 6304 kbps 768 kbps
Line Attenuation 28.0 db 18.5 db
Noise Margin 7.4 db 14.0 db

many thanks in advance for any help or advice

regards Ian

Yeah, you're right you should get max speed with those stats. Best bet is to hold out and speak to tier-3 on the phone and get upgraded to adsl2+. Worked for me

Thanks for putting my mind at rest .... they do your head in on the help line .... you start to belive them after a while....then you shake your head and start again .... and talk to another brick wall :-))