Sky Broadband

By saxondale.
in Smart Home, Network & Security

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Grand Master

saxondale.

Posted
  • Author
Posted

As for the router, here is another catch.. you have to use THEIR router, not your own. Their routers have a special firmware, so the router can only work with their own service.

:o I dont like that idea, we will have to see when i get it then.

Grand Master

ToneKnee

Posted
Posted

:o I dont like that idea, we will have to see when i get it then.

www.skyuser.co.uk is the place you want to go about SkyBroadband.

But what i said is true, you can't use you're own Router since they use a special Authetication technique.

Grand Master

kinetix63 Veteran

Posted
  • Veteran
Posted (edited)

Mine is running perfectly. Dependant on the website I'm downloading from I typically get 1.2MB/s download speeds which is pretty cool :)

Unfortunately I have problems transferring files between computers using their router although I'm not yet convinced that isn't a Windows Vista problem.

Edited by kinetix63
Grand Master

saxondale.

Posted
  • Author
Posted

Disable uPnP apparently there's a bug which can cause problems. Also what are your line stats? SNR?

Also change wireless to Auto 108Mbps mode

My connection is running quite well although it does slow in the evenings

hinz

how do i get to all of this?

Grand Master

Brian M. Veteran

Posted
  • Veteran
Posted

Well in the south east (london) sky are mucking people around left, right and centre.

They were saying they'd do things, and then not, and after waiting 9 weeks for connection, i gave up. Others are still waiting.

Sky are ok, but dont expect anything from their customer service :p

Community Regular

hinz

Posted
Posted

how do i get to all of this?

You should be able to get to this by going to the default router page 192.168.0.1 then click on uPnP and disable that and then go to wireless settings and change it to the Auto 108Mbps mode. Hopefully that should keep your connection on for a while. To get your line stats goto the router status page and click 'show statistics'

hinz

Grand Master

dragon2611

Posted
Posted

One thing you guys are all missing here... It's "upto 16Mb". Meaning that it can be anywhere in between at peak times.

Maybe you might get less than your max speed during peak times due to contention but thats not what they mean by upto 16mbit

The reason they say upto is becuase its delivered by ADSL 2+ now adsl 2+ can in theory support downstream speeds of upto 24mbit/s however you need a VERY short very good line to get that

In order to get 16mbit u'd have to be fairly close to the exchange and be on a decent copper pair.

The further you are from your local exchange the longer the line and consquently the higher the losses will be.

The condition of the line also affects it, if you happen to be unlucky enough to be on a crappy cable pair then it will quite possibly limit the maxium speed you can get.

I don't know how skys adsl 2+ equipment works but if its anything like adsl Max the ADSL modem will negoate the speed with the DSLAM and go for the max speed it can reliably sustain.

Also the Sky BB box looks like a netgear router becuase it is, Sky routers are rebaged netgears running Skys custom firmware (although i have heard that its possible to reflash them with the stock Netgear firmware)

Community Regular

[B00]

Posted
Posted

Well in the south east (london) sky are mucking people around left, right and centre.

They were saying they'd do things, and then not, and after waiting 9 weeks for connection, i gave up. Others are still waiting.

Sky are ok, but dont expect anything from their customer service :p

Yep there customer service is the pits and myself and my wife have had first hand experience of this.

even if i did still have sky i certainly wouldnt get there broadband as they say you get what you pay for and yes it does look good on paper but i seriously doubt the connections will be anything like they say it will.

I think i will stick with my ultra stable nildram connection at least i know what i am getting for my money :D

  • 2 weeks later...
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too2thomas

Posted
Posted

Well first off, hello everyone, i am currently employed by Sky as a Tier 2 Techincal Support Agent, i may have dealt with one or more of your problems, after reading over the various posts or should i say Complaints :D

I would just like to remind people that Sky has started a new venture and along with every new venture comes problems, mainly minor teething problems, our tier 1 agents are scattered across 3 different areas across the UK and the Phillipines, they are given the best possible in house training I have experienced..

Each tier 1 agent uses a program designed by Sky software developers which is called Chordiant, its basically a troubleshooting program which takes the agent through various steps to try and help them help the customer.

This program is constantly being updated and in all honesty lacks vital and yet so simple steps which would help the agents overcome customer faults and problems ( We are encouraged to speak out and request more to be added to this)

Tier1 agents must follow the Chordiant system accordingly and are not allowed to offer support to customers if it is not stated in the Chordiant program, which i think is bad customer service, but also good, in a way.

i.e A customer cannot connect their laptop using a built in wireless adapter with the sky router, our agents MUST instruct the customer that this is not Skys problem and that they don't support any other hardware which is not sold by them, and that the customer must contact their Laptop manufacturer... the agents are trained to know how to fix this problem, why i don't know..

On the topic of Skys mail service on the skybroadband home page.. yes the page has been down for as long as i can remember, and yes 99% of skys customers cannot access their email service, sky is obviously full aware of this problem and don't see it is being a priority problem, wish they would though.

As Sky broadband customers know, you must have a BT installed Phone line in order to use the service..

BT are laughing their balls off, Sky is paying BT for use of their Exchanges and when one goes down or there is a fault, do BT Engineers rush to fix this in aid of Sky? No... they are probably taking longer than usual on purpose in hope that Customers who have left BT internet for Sky get fed up with no connection that they end up going back to BT anyway.. :whistle:

If a tier1 agent cannot help a customer and has exhausted all the steps in the Chordiant Program, it is either passed on to Tier2 for further tests or tier3 who are now NOT recieving incoming calls, basically tier3 agents are only an outbound service now, they have a list of over 3000 callbacks to make ( and from what i hear that is between 8 staff ) so if your waiting on a callback from tier 3 for a fault, expect at least one week. :whistle:

Feel free to ask questions.

Rookie

too2thomas

Posted
Posted

as i said there saxondale, tier 3 has maximum of 8 staff on at any one time, we used to transfer customer through directly, but the waiting time customers were experiencing was about 4 hours, and lets be honest, who is going to sit on the phone for 4 hours and wait for someone to answer? I wouldnt certainly not!

with only 8 staff ( More being trained ) and over 3000 callbacks to make it's impossible to put a date stamp on a callback for any customer, tier 1 agents are advised to tell customer it MAY take up to 5 days.. lol

Another huge flaw is tier three will open a customers 'ticket' to preview before calling them, and not have enough or not have the required information for them to establish the problem, and will deny the ticket and it will go back to tier one again, and that means the tier one agents just have to wait for the customer to phone back again, which they always do, and are always anrgy - obviously.

madness, but as i stated, its a new project for Sky, and all levels of this are constantly improving, my advice to anyway would be - Leave it for 6 months then make the switch to Sky.

Grand Master

saxondale.

Posted
  • Author
Posted

Thanks,i really want them to cancel my account now, but its taking a long time for some reason. Also, no other company support their MAC codes, they use a different system dont they? well thats what i got told from a sky techy

Rookie

too2thomas

Posted
Posted

As for waiting long on your cancellation, are you 100% that it is cancelled lol

And are you sure a tech told you the info on MAC code and not the Cancellation team, which is rubbish anyway!?

Perhaps it was the same tech who also told you that you can only have one laptop/desktop connected at one time lol

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