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Another Loss of Broadband - Sky Says 'Not Our Fault'

Author: Carrie Spacey Published: 22nd November 2018 11:23

For the third time in recent weeks, swathes of internet users in the Neston area found themselves without broadband overnight from around 10pm on Wednesday November 21st.

Note: I am posting this as an opinion, rather than a news article - the customer 'service' received from Sky makes it impossible to verify facts.

Sky Broadband - Service UpdateService Status last night.  But is this true?A few weeks ago a major outage affected thousands of homes, and was eventually blamed on a cable being accidentally damaged during road works.  However, for the first couple of hours Sky Customer Services claimed they had no knowledge of any problems and put their customers through pointless hoops of taking photos of their routers, re-setting them and various other tests.

Last week, on November 14th, many homes in the Neston area found they were connected to broadband, but had virtually no bandwidth/signal, so could not reach webpages or download TV or music.  This went on for most of the day.  Having posted about this on the AboutMyArea Facebook page (using mobile data), we were shocked to receive so many responses from other Sky customers, all saying they'd been told different things.  Sky had mainly denied there was a problem, and, in some cases, suggested that people pay to upgrade their packages.  

During the latest outage, on the night of Wednesday 21 November,  we again posted on our Facebook page and again, many more local Sky customers responded to confirm they were having problems, whilst customers of other providers such as BT, Vodafone and EE, were having no connectivity issues.  Damningly, Sky also posted two very different 'service status' updates within minutes...one stating there was a problem in Merseyside and the other then appearing to claim it was a planned outage.

Sky Broadband - Service Update...Or is this?

This morning, with broadband restored, I decided to call Sky to enquire as to what is going on.  I was met with a series of stock answers - that they don't have that information, it's all down to Open Reach and they can't investigate further.  If that is the case, how do they explain the service updates (photos above and left)?

So, in a nutshell, this leaves Sky customers not knowing if there IS a major issue that is being investigated, or it's a coincidental series of unfortunate outages. Quite how any of us are supposed to feel we can rely on Sky Broadband therefore hangs in the air.

Comments from Sky customers, other providers' customers and Sky themselves, very welcome!

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Broseley
At 13:28 on 29th November 2018, Broseley commented:
We are with Sky and on 14th like you say, broadband was working but not enough to use effectively. I assumed it was my laptop as it sometimes goes slow when it has done an update, and restarting usually sorts it. That day I restarted it 3 times to no avail. On several occasions we have also had problems getting a signal upstairs, whereas downstairs (nearer the router) is OK. Why should we pay for a service that we don't get?

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