How to cancel Sky broadband

ClonNGB

My Sky broadband experience has been a total disaster.problem now is how to cancel. There is a premium number to phone but i have spent several periods of 30 minutes or more waiting for someone to answer while i was clocking up a big bill. Anyone know if you can cancel via email ? I have also posted on skys twitter but they ignore my question. Never thought i would find them worse than eircom to deal with.

Dermoth

Guessing from the name that you're based in Clon? Wonder if they've changed something at our exchange?

ClonNGB

Hi Dermoth, yes I am on the exchange near the community college. Has always been rock solid up to now.when i imagine the corner where the sky customers are hosted i see a rack of usrobotics 28.8 sportster modems with some cobwebs on top. Seriously though, Our problem has got to be exchange related.

Dermoth

I had great speeds until this week. Actually speeds still look good it seems to be iTunes downloads that have changed for me. Netflix and spotify are fine. I'm up in desert so presume its the same exchange.

ClonNGB

Yeah, we are on same exchange, my speed has now gone from .4 mb at 9pm las night to 8mb now. Sky claim i should be getting an uncontested speed of 17mb on the unlimited package. Eircom offered me three months free plus match sky price if i return. Only problem is sky not answering their cancellation line. I have another week to go before cooling off period expires.

ClonNGB

Hi Dermoth,

For your info, Sky have now confirmed there is a problem with the Clon exchange and they have reported it to eircom. He says in theory Eircom do work saturdays to resolve faults, but not holding my breath. I have still some days to go on my contract cancellation cooling off period so I will give them until Tuesday.

Wils110

How long u had sky bb,cooling off is a week or if your getting constant speed below 1.7 you can leave

ClonNGB

Hi Wils110,

Sky have said there is a 30 day period in order to cancel. After that it gets expensive. So make sure everything is as it should be in first 30 days. I have tried several times to cancel but no one answers on their cancellation line (0818 762 917). It might be easier getting the problem fixed than cancelling! Eircom are offering 3 months free for returning customers, which is a nice plan B.

Wils110

Have you being confirmed with that 30 days in the last week by a tech agent...I was in a meeting yesterday and we where told a week

ClonNGB

Hi Wils110,

I was told by the Sky twiter team 30 days and independently this morning by the guy on the teck support line. He even confimed the actual date for me. So 30 days it is. If you want call them on 0818 719 819 and they should confirm it for you. I suspect the 30 day thing is a Comreg caluse for all operators rather than a specific sky thing.

Donne

I talked to guys in Wilton shopping centre sellling Sky products.

After asking them the speed I'd get with Sky Broadband, they punched in my landline number into their laptop and came up with 19.5 K/Mbs.

Btw. I'm at the Dennehy's Cross exchange.

Has anyone else in Cork City got these preliminary readings like this, only to be dissapointed when connected to Sky Broadband?

Edited: From a Cork perspective, what would be the best ISP interms of speed after UPC?

cunnijo

Donne wrote: »

I talked to guys in Wilton shopping centre sellling Sky products.

After asking them the speed I'd get with Sky Broadband, they punched in my landline number into their laptop and came up with 19.5 K/Mbs.

Btw. I'm at the Dennehy's Cross exchange.

Has anyone else in Cork City got these preliminary readings like this, only to be dissapointed when connected to Sky Broadband?

Edited: From a Cork perspective, what would be the best ISP interms of speed after UPC?

Hi

To answer your question the Metro service from Digiweb offers download speeds of up to 30MB along with phone service with no line rental. It is a fixed wireless setup not like DSL where you need to be connected to an enabled exchange. See http://www.digiweb.ie for more details. Just a thought.

ClonNGB

Hi Donne, they may as well be selling magic beans.

AidenL

I agree - you wont get the speed the line tester says.

cork_south

My 30 day cooling period ends on Wed April 10th.
If I am still getting under 1MB by then I am cancelling.

@Clon, do you have a link to the Eircom offer by any chance?
I will go back to them unless it improves, I never had any major issues with Eircom like I am having with Sky.

AidenL

Can't get Caller ID with Sky either currently.....

Scruff

Any one know how much cancelling after 30days costs?
Do you get charged a cancellation fee if you move to a different service provider?

AlanS181824

Hi sorry to hear this is happening to you, Im thinking of switching to Sky but now Im dredding it. It seems to be a mixed bag of results. Also you should add a ? To the thread title as its a question and not a statement. Curse you OCD :P

ClonNGB

Hi Alan,

Yeah, I had high hopes of a newcomer to the market. But they have failed me miserably.

I couldn't recommend moving to them. I was critical of Eircom not releasing the full bandwidth but at least what you got was solid and reliable.

Joe Hart

On a related note, I tried to cancel with emobile. Their special cancellations dept. was closed for the long weekend from Thursday. I fired off an email and said don't bother telling me to ring some number. I've cancelled in email and I've instructed my bank to cancel a direct debit. This is the end of it as far as I'm concerned.

Msully74

Is that 30 days from order been accepted or 30 days from activation? Having a crap time with them on their forum http://helpforum.sky.com/t5/ROI-Broadband-Talk/Speed-Drops/td-p/1003706

AidenL

Msully74 wrote: »

Is that 30 days from order been accepted or 30 days from activation? Having a crap time with them on their forum http://helpforum.sky.com/t5/ROI-Broadband-Talk/Speed-Drops/td-p/1003706

Activation I'd imagine.

Their forum is useless - very UK orientated - also seems to be delay, obfuscate and hope you finally surrender and put up with the problems....

Do you have Caller ID working?

ClonNGB

I had an Eircom engineer check my line and he said everything was perfect so the evening problem must be solely down to contention on the sky end even though I am un an unlimited package (with no congestion promised). I also checked again and they confirmed once more to me that I have 30 days from activation to cancel in the cooling off period. If cancelled in this period you only pay for the month you used and return the modem. Sky then give you an UAN number to be passed back to Eircom.

Nuno

I signed up for Sky Broadband before Christmas and it's been great until 2 weeks ago when in the evenings and on weekends, my speeds went from ~17Mb/s down to 1.5 - 2Mb/s

Talked to customer service and went through the usual steps of checking that all filters were in place, restarting the router, making sure no other machines were connected to the router when running the speed tests, but in the end the rep reckoned my traffic was being managed which it shouldn't be for my package. They escalated it to Sky's Lvl 2 support on Monday and said it should be actioned within 72 hours (3 Business Days) and to expect a call before Thur. Here we are on Fri with no call and I can see already the speed is starting to drop off as I type...

So phoned Sky (finally got through to an agent after 20mins on hold) back to see what progress/discoveries the Lvl 2 team had made, and they hadn't touched the issue all week. Rep says they only picked it up today, but he didn't sound very convinced to be honest. I'd say if I'm lucky they may look into it for me next week.

Will let you know if anything improves.

BTW.. I'm based in Cavan on the Ballyjamesduff exchange.

ClonNGB

So far today my speed has been holding up (drops at night to <1 Mb from 15Mb). They had some level 2 person checking it out. Perhaps if you don't complain enough you are left with the congested mess. Will know soon enough.

keno-daytrader

ClonNGB wrote: »

So far today my speed has been holding up (drops at night to <1 Mb from 15Mb). They had some level 2 person checking it out. Perhaps if you don't complain enough you are left with the congested mess. Will know soon enough.

Me 2!!!! First time in weeks that I can use the connection in the evenings! Lets hope it lasts.

Nuno

Speed was holding up at a decent rate until about 7pm.. then it dropped to this.



This is actually not bad compared to what I normally put up with in the evenings.. it will probably drop further as the night goes on

ClonNGB

Mine still holding up. This is a first.

AidenL

I'm afraid to jinx mine - its turned over a new leaf tonight too???

ClonNGB

Wheels have come off again. Even though it is gone from 15 to 10, Apple TV is at a standstill. Sky Movies vs Apple TV / Netflix ?????

keno-daytrader

Yeah, I guess I gave Sky too much faith tonight, back down to 3mb vs 12mb in morning

Dermoth

Same issue here. 9Mb speedtest. iTunes downloads terrible.

AidenL

Dermoth wrote: »

Same issue here. 9Mb speedtest. iTunes downloads terrible.

Same, can't even play a trailer.....

September1

I had same problem last night, today speed it back to normal.

ClonNGB

September1 is speed still back to normal, mine has dropped to 3.5Mb from 15Mb. Normally this only happens during the evening. This strongly points to congestion being the problem (evenings plus weekends). Sky don't have enough to serve everyone but they still won't put their hands up and put us all through this swap the microfilter, plug out all the devices bullsh*t.

September1

It was back to normal, but got home tonight and:


I'm not so sure about congestion, I think this could be some systemic problem. I'm former customer of BT which provided them with infrastructure, never experienced anything like that.

cork_south

The root cause of the evening speed drops issue is certainly contention.

September1

I wonder then if they are victims of their own success with too many customers joining too fast...

ClonNGB

Tonight I finally gave up and have pulled the plug on Sky



You just need to phone 0818 762 917 and they give you a UAN number to give to next ISP.

At least the chap I was talking to admitted there are problems and they are working on it but no solution in sight. First bit of honesty as I was walking out the door.

I have to hand the sky hub in to be posted back at any post office.


Best of luck to everyone else still affected.

ClonNGB

By the way because I was in the first month there are no penalties. So not sure where other people were getting quoted 8 days at them

AidenL

ClonNGB wrote: »

Tonight I finally gave up and have pulled the plug on Sky



You just need to phone 0818 762 917 and they give you a UAN number to give to next ISP.

At least the chap I was talking to admitted there are problems and they are working on it but no solution in sight. First bit of honesty as I was walking out the door.

I have to hand the sky hub in to be posted back at any post office.


Best of luck to everyone else still affected.

I signed up with Eircom yesterday too, and was just having last minute thoughts about a wireless solution.

They didn't ask me to send back the hub at all !

ClonNGB

What kind of deal were you offered with Eircom ? They phoned me a few weeks ago offering 3 months free but the biddy I spoke to now denied all knowledge. I looked on bonkers.ie and see that magnet is another possibility. Not sure how good they are ? The last thing I need is another Sky experience.

AidenL

ClonNGB wrote: »

What kind of deal were you offered with Eircom ? They phoned me a few weeks ago offering 3 months free but the biddy I spoke to now denied all knowledge. I looked on bonkers.ie and see that magnet is another possibility. Not sure how good they are ? The last thing I need is another Sky experience.

I just signed up at the 45 E per month, first 6 and up to 60 Euros for the second 6.

Hope it will be steady enough, I'm happy to pay a few quid extra for stability.

120_Minutes

ClonNGB wrote: »

Tonight I finally gave up and have pulled the plug on Sky



You just need to phone 0818 762 917 and they give you a UAN number to give to next ISP.

At least the chap I was talking to admitted there are problems and they are working on it but no solution in sight. First bit of honesty as I was walking out the door.

I have to hand the sky hub in to be posted back at any post office.


Best of luck to everyone else still affected.

Same, spoke to a very nice chap, be rather admitting there were problems, after we did a few tests, said it's contention because i'm on a "bit line" and it wont get better in the evenings. offered my UAN with out much fuss, even when i admitted i was outside my cooling off period.

This was the dublin call centre.

Now where do i go? I hate ericom, and the reason i left vodafone was because my connection would randomly reset, but the speeds were for the most part fine, and i cant get UPC.

what to do??

ClonNGB

I went to the bonkers.ie site, it gives you the options in your area. Quite good in fairness.

I tried to call Magnet but they are gone for the evening. I will go with them or if all else fails back to Eircom.

Eircom are supposedly going to have 70Mb broadband this year, but my exchange isn't planned until 2015 at the earliest. At that stage the governemt will have us all on the street anyway.

AlanS181824

I decided to order Sky, I'll let yiz know how it gets on
Coming from an 8mb Vodafone connection getting around 7.

Wonder why it picked Cork...I live in Carlow

koqenz

I've had an absolutely shocking experience with Sky Broadband, and my broadband has never actually been used yet!

I joined Sky TV (begrudgingly) in January after relocating here.. I'd heard they were soon to offer Broadband in Ireland so I decided to wait for this offering and sign up so I could consolidate some of my billing.

I called in early February but was told I couldn't be accomodated until late Feb when their system supported new connections (they were only able to handle switches of provider initially, i'm told). They would give me a call.

So I waited. No call.

I called.

They couldn't find my address and had to escalate it. They'd installed SkyTV no more than 30 days prior - I found that amusing. They would call when resolved.

No call.

I called. Explained the situation again to a different person, same outcome. They would call when resolved.

No call.

I called.

Again the entire situation was explained in full, same outcome. they would call when resolved.

THEY CALLED!

Great, now I have an order for Sky Talk + Unlimited Broaband.

Receive confirmation Talk Services are enabled.
Receive confirmation of Broadband Activation date.
Sky Hub arrives in mail.

Date of activation comes and goes, orange smiley face on Sky Hub.

I call.

They advise me the activation date has been changed from Friday to the following Tuesday. Did they bother to tell me ahead of time? Nope.

New Activation date comes. I'm unable to test until the Friday. No broadband. I call.

"There appears to be a problem with the line" 5 days to resolve with Tier 2 team. They were to call when resolved.

5 days later, no call.

So I call.

"Oh yes, I can see there is a problem on your line, but i'm not sure why this wasn't resolved yet. Someone will call you in 24 hours".

No one calls.

So I call.

"I'm very sorry, I will personally follow this up and get to the bottom of this" - I say "You have 72 hours to have my broadband up and running or i'm cancelling this contract/order" - Their response "Yes sir, that's fair enough, this is shocking, etc etc".

72 hours later (now), i'm on the phone - waiting forrrrrrrrrrrrrrrrrrrr 30 minutes now in the queue.

Ew, they've answered....

koqenz

Aaaand, service cancelled.

AlanS181824

AlanS181824 wrote: »

I ordered yesterday. How long did it take for you all to get sorted? From start to finish whats the ballpark of how long its gonna take~?

Anyone got any comment?
Edit: I'm talking about setup here not cancellations.

September1

AlanS181824 wrote: »

Anyone got any comment?
Edit: I'm talking about setup here not cancellations.

13 days in my case.

AlanS181824

September1 wrote: »

13 days in my case.

Thanks, so that's from order date to when you were up and running?