Broadband Provider with good customer service
Discussion
We have been with Sky broadband (just that nothing else) for 15 years with no issues. Since February 10th we have lost our broadband service, and I have been on the phone (hidden number which you have to search for online) for a total time of around 20 to 30 hours since then, trying to get somewhere - unsuccessfully. Their customer service is all outsourced abroad and unfortunately nobody has a clue what's going on, The engineers that have been here have confirmed they have the same experience. Our experience has been truly shocking and as we both work from home and have two older kids who need internet for schoolwork and socialising it has really impacted us.
Our service disconnects and remains so for around 8 to 10 hours before reconnecting for a similar time period. It is constantly like this. Whenever an engineer arrives it either starts working or is already working and they say there are no faults. We have not had a stable connection for a month now and are forced to leave.
People round here with Virgin constantly complain saying it drops and doesn't work so they are out. Hey broadband looks ok but I have done a dummy call today and all their tech help is also outsourced abroad so I am not keen. EE looked good but offered me awful deals. Plusnet?
Our service disconnects and remains so for around 8 to 10 hours before reconnecting for a similar time period. It is constantly like this. Whenever an engineer arrives it either starts working or is already working and they say there are no faults. We have not had a stable connection for a month now and are forced to leave.
People round here with Virgin constantly complain saying it drops and doesn't work so they are out. Hey broadband looks ok but I have done a dummy call today and all their tech help is also outsourced abroad so I am not keen. EE looked good but offered me awful deals. Plusnet?
outnumbered said:
We're with Zen who have UK based customer support, and with good ratings across the board. They won't be the cheapest though.
I was with Zen a few years ago and their customer service were excellent. I had a problem and they helped me trace it to a faulty router (not supplied by them). Not long after I replaced it, they rang me and said they'd seen I was back online and were simply checking everything was OK. I've never had anything like that quality of customer service with another provider. I saw the cables being laid for fibre optic on my street recently and was thrilled, because it means I should soon be able to escape from Virgin Media. Zen will be my first choice, so hopefully they've kept that up.
DoctorX said:
Do Sky share the hardware outside the property with other providers? If so, might the problem persist?
I presume so, BT Open reach have been here as well as Sky, both say no issues, but we have no service whatsoever. With an autistic son and a genuine need for connectivity to run it for work I can't tell you the stress it has caused, The issue is their customer service, they just lie to you, and transfer you to a random department to get rid of you, over and over again.Have a read of this : https://uk.trustpilot.com/review/www.sky.com
Ubiquitous2024 said:
butchstewie said:
Are you on copper or FTTP?
No idea, they called me to switch to part fibre (?) which I accepted but that is seperate to this. What does your router connect to? What does the socket look like?
Also and in the nicest way how technical are you about the IT/networking part of this i.e. are you really sure it's a broadband issue or do you just know you have no internet?
Unfortunately with issues like this the details really matter
butchstewie said:
I would suggest try to find out.
What does your router connect to? What does the socket look like?
Also and in the nicest way how technical are you about the IT/networking part of this i.e. are you really sure it's a broadband issue or do you just know you have no internet?
Unfortunately with issues like this the details really matter
So we have the latest router connected to a phone socket filter with two connections. We dont use a landline so that one is unused. The other is an ethernet type cable to router. We have had 60mgb/s for 14 years until February when the whole thing has gone down. Generally we have 8 hours uninterrupted service then down for 8 hours or more. Sky and open reach both been here and cant find a fault. I have swapped cables, the microfilter has been swapped twice.....each time its great for half a day then collapses.What does your router connect to? What does the socket look like?
Also and in the nicest way how technical are you about the IT/networking part of this i.e. are you really sure it's a broadband issue or do you just know you have no internet?
Unfortunately with issues like this the details really matter
I could write a book on how unbelievable the bangalore based customer service has been. Im going to cancel the direct debit tmrw and go elsewhere.
What does your router show if you look at how long it's been connected?
Is the router dropping the connection or does the router think it's been connected?
Are you just using wi-fi or have you tested using wired ethernet?
Might want to look at going FTTP assuming it's available in your area.
Agree with the "you get what you pay for" comments.
Appreciate people may be on a budget but pay a bit more for a more niche/specialist ISP and you should get better support for issues like this.
Is the router dropping the connection or does the router think it's been connected?
Are you just using wi-fi or have you tested using wired ethernet?
Might want to look at going FTTP assuming it's available in your area.
Agree with the "you get what you pay for" comments.
Appreciate people may be on a budget but pay a bit more for a more niche/specialist ISP and you should get better support for issues like this.
butchstewie said:
What does your router show if you look at how long it's been connected?
Is the router dropping the connection or does the router think it's been connected?
Are you just using wi-fi or have you tested using wired ethernet?
Might want to look at going FTTP assuming it's available in your area.
Agree with the "you get what you pay for" comments.
Appreciate people may be on a budget but pay a bit more for a more niche/specialist ISP and you should get better support for issues like this.
Not sure about length of time, the light extinguishes and flashes so it knows it cant find anything. We're going to have to cancel and buy elsewhere tnrw, plusnet and hey broadband both seem good contenders.Is the router dropping the connection or does the router think it's been connected?
Are you just using wi-fi or have you tested using wired ethernet?
Might want to look at going FTTP assuming it's available in your area.
Agree with the "you get what you pay for" comments.
Appreciate people may be on a budget but pay a bit more for a more niche/specialist ISP and you should get better support for issues like this.
Having recently had to deal with EE on someone else's connection their technical side was pretty decent. Maybe I was lucky but always seemed to get through to some competent UK based support who knew what they were talking about and could do what was necessary.
Sales side are a bunch of idiots who'll say anything for a few quid.
If you somehow end up trying to get support via the sales orientated side they'll tell you all sorts of wild tales rather than fix it.
On a general note at the moment there seems to be a better than average chance that copper based connections might be a bit wet. The one I helped get sorted had three separate line faults.
Sales side are a bunch of idiots who'll say anything for a few quid.
If you somehow end up trying to get support via the sales orientated side they'll tell you all sorts of wild tales rather than fix it.
On a general note at the moment there seems to be a better than average chance that copper based connections might be a bit wet. The one I helped get sorted had three separate line faults.
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