How to cancel Sky broadband

ClonNGB · 30-03-2013 08:36AM #1

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 · 30-03-2013 08:41AM

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

ClonNGB · 30-03-2013 08:51AM

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 · 30-03-2013 08:57AM

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 · 30-03-2013 09:24AM

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 · 30-03-2013 10:44AM

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 · 30-03-2013 10:50AM

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

ClonNGB · 30-03-2013 11:01AM

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 · 30-03-2013 11:04AM

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 · 30-03-2013 11:14AM

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 · 30-03-2013 11:19PM

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 · 31-03-2013 12:10AM

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 · 31-03-2013 12:55AM

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

AidenL · 01-04-2013 10:05PM

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

cork_south · 01-04-2013 11:31PM

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 · 01-04-2013 11:54PM

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

Scruff · 02-04-2013 01:46PM

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 · 02-04-2013 06:18PM

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 · 02-04-2013 09:50PM

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 · 02-04-2013 10:00PM

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 · 04-04-2013 10:14PM

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 · 04-04-2013 11:36PM

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 · 05-04-2013 02:58PM

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 · 05-04-2013 06:09PM

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 · 05-04-2013 07:16PM

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 · 05-04-2013 07:17PM

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 · 05-04-2013 07:52PM

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 · 05-04-2013 08:10PM

Mine still holding up. This is a first.

AidenL · 05-04-2013 08:44PM

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

ClonNGB · 05-04-2013 09:04PM

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 · 05-04-2013 09:32PM

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

How to cancel Sky broadband

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