Sky are really handling this badly.
They keep promising to do something at customer solutions team, then I get a text saying the case has been closed as 'more information is needed'

This has happened numerous times now...

I am getting nothing done about this and CST keep claiming it's something at my end. Definitely not..

The way this is heading me and sky are likely to be in the small claims court as I'm in a contract. I wont put up with this sort of slowdown. Iplayer doesn't even work.

BT infinity may be seeing me soon.
The way I've been treated by sky, honestly has made me see them in a completely different light. Some of the staff are totally arrogant. I may have had a poor experience with virginmedia but the staff who spoke with me were far nicer.

One guy from CST said they would look at getting an out of reach engineer out. I informed the woman I spoke to today of this and she said:
''We would never make this claim, openreach work until 6pm. We clearly cannot make miracles happen and would not suggest so. Please get your facts straight'

I mean excuse me? What happened to the customer is always right. Her collegue clearly has his facts mixed up - not me. I have left the telephone raging inside with these last few telephone calls.

Don't get me wrong sky have always been a blessing to me. I've always had a brilliant connection and never had any problems. All good things must come to an end though :/

Anyway I've emailed head office (again) so here's hoping!

Could I suggest that you download and install Router Stats Lite?

This may be able to show what you connection is doing at your end over a period of time. It doesn't show the throughput figures though.

You said that you are emailing Head Office. Would this be the Executive team?

Did this a couple of days ago...

Sync never changes and SNR fluctuates between 6.8 and 7.2db

During the problem times it's the same

Seems no issues with the line IMO

Edited by ukhardy07 (Sat 11-Feb-12 11:26:24)

Good. By offering the results from Router Stats Lite you can demonstrate this to someone at Sky who will then see more clearly that it is not a connection issue too.

Just out of interest, are you using Sky's own DNS or OpenDNS?

It you are using OpenDNS it maybe returning Youtube's US facing IP so the traffic will take a longer route.

Also I have noticed when watching some clips on YT that they buffer, the trick to get around this is:

Request the clip and copy the address from the address bar.

Close and reopen the address bar and paste the clip address back in.

You should find the clip loads without buffering because this time it is playing back Google's UK cache servers rather than the ones in the States.

Using Skys DNS server.

I've got someone decent handling the case now. Hopefully hear something back soon

Still battling this one out with sky

A lift and shift should have occurred Friday but didn't. Should be getting a call back tomorrow & hopefully find out why & hopefully get it done ASAP

In reply to a post by ukhardy07:

Still battling this one out with sky

A lift and shift should have occurred Friday but didn't. Should be getting a call back tomorrow & hopefully find out why & hopefully get it done ASAP

Hows it going, im having the exact problem as youve been describing above on the wrexham exchange. At peak times a single download will max at about 1.5-2mbps, my line syncs at 7.5. I i set multiple downloads going i can max out my connection but its not good for iplayer or youtube which is unwatchable. The sky staff insist its a problem at my end but ive explained its only at certain times of the day. Day 3 of talking to sky and not getting anyway, theyre talking about a new router *sigh*

Just keep trying to get through to CST

I've dealt with several people but finally got somebody decent

It's a real hit & miss with who you speak to at CST... Most of them know less than myself.

I've had a lift & shift and no difference. The guy at sky is suggesting the sagem routers seem to be replicating this issue far more than others

I'm trying my own router in a few days just waiting for it to arrive.
On this occasion sky actually gave me the username & password for the router - shows it can be done

In reply to a post by scooch:

In reply to a post by ukhardy07:

Still battling this one out with sky

A lift and shift should have occurred Friday but didn't. Should be getting a call back tomorrow & hopefully find out why & hopefully get it done ASAP

Hows it going, im having the exact problem as youve been describing above on the wrexham exchange. At peak times a single download will max at about 1.5-2mbps, my line syncs at 7.5. I i set multiple downloads going i can max out my connection but its not good for iplayer or youtube which is unwatchable. The sky staff insist its a problem at my end but ive explained its only at certain times of the day. Day 3 of talking to sky and not getting anyway, theyre talking about a new router *sigh*

Tried a different router, no difference. For reference.

Really don't want the hastle of switching providers etc.