Sky customers grumble over broadband

Julia Day
Friday September 15, 2006
MediaGuardian.co.uk


BSkyB's newly launched broadband internet service is causing consternation among some customers who have encountered a variety of glitches.
Complaints range from customers who registered weeks ago and have still heard nothing, to those who are connected to the "Max" 16Mb speed package but have a very slow service, and others whose broadband boxes have died after just a few days' use.

Hundreds of disgruntled customers have taken to posting their complaints on internet user websites, such as Digital Spy and Sky User, and have been joined by people who claim to be Sky customer services staff posting anonymously.


Article continues

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

One Sky User forum member, "unregistered ex-BT", wrote: "To anyone thinking of moving to Sky. Read the threads on here and the internet and DON'T BOTHER. They haven't got a clue what's going on and as of now I'm a paid Sky TV member and Sky broadband member and I have no broadband and no answers.
"So if you want no broadband, pathetic support, snail like investigations into it all, different answers from all the call centre workers, lies, long phone calls ... then hey, join Sky. But if you think your current service from your ISP is acceptable then stay where you are because Sky are absolutely useless."

A Digital Spy forum user, "sqareeyes", said: "FYI, there is a major problem with the hardware SKY have installed at the exchanges. This information came from a SKY rep who admitted this to my son who has been trying for weeks to get his SKY broadband connection working. He could not confirm when this will be fixed, but it will be weeks or possibly months before they do anything about it ... My advice to anyone who is thinking of getting SKY broadband and hasn't done so yet is WAIT!"

Another Digital Spy user, "Anonymouse91", complained: "Just got connected but have got really slow speeds. I'm signed up to the Max package which is 16Mb but the router is connected to Sky at around 7Mb and a speed test reports it is around 2-4Mb."

One user, whose broadband box failed entirely less than two weeks after installation, was told by the helpline that another box would be sent, and that there had been many calls of a similar nature.

Many Sky customers are complaining about poor customer service, much slower internet connections speeds than advertised and mix-ups in getting broadband activated via BT phone lines, with BT and Sky both blaming each other.

Sky launched its broadband service this month for customers who are already signed up to its television service.

Customers could register their interest ahead of the launch in one of three broadband packages - free 2Mb speed/2Gb usage cap; 5 a month 8Mb/40GB cap; and 10 a month 16Mb/unlimited usage.

Earlier this week Sky suspended its film download service and blocked access to some broadband sports clips because of a software security breach, while it waits for Microsoft to upgrade its protection against the hacking software FairUse4WM, which allows users to pirate content.

Almost three-quarters of the UK's internet users are on high-speed broadband connections, according to a recent study by the Office for National Statistics. The country has 10m households using broadband, outstripping the number of old-fashioned dial-up connections by three to one.

A Sky spokesman said: "We launched Sky Broadband to give great value, fast speeds and innovative features to Sky customers. Thousands of customers are already up and running.

"At this early stage, we're listening closely to feedback and continually refining service and operations as we do in all areas of our business.

"We think Sky Broadband will grow to become enjoyed by millions of people and we thank customers for comments and recommendations that help us to create an exciting broadband experience."

To contact the MediaGuardian newsdesk email editor@mediaguardian.co.uk or phone 020 7239 9857

If you are writing a comment for

StockMarketWire.com
Sky has invested $1m in The Drone Racing League (DRL), and has agreed to a distribution deal that will see the thrilling world of elite drone racing come to the newly launched Sky Sports Mix channel.

DRL is the global leader of First Person View (FPV) drone racing, which features elite pilots each flying a custom designed, hand built and identical drone, through complex, thematic, three-dimensional racecourses that have been compared to a real life video game.

The DRL media team creates and continues to innovate a custom-designed broadcast and race infrastructure to capture the fast, close proximity racing.

In addition to Sky's investment, Sky Sports has completed a distribution partnership with DRL to bring live events and broadcast content to the UK and Ireland. Airing as ten, one-hour episodes, the 2016 DRL season covers five races including a winner-take-all world championship to crown the best drone pilot.

The broadcasts will air from this October on the newly launched Sky Sports Mix channel. Sky Sports Mix will provide an introduction to the sport for millions of Sky customers at no extra cost, with live sports every day.

Sky Sports and DRL will also team up with London & Partners to bring an official DRL race, the first professional drone race in the UK, to an iconic venue in London.

Fox to bid for Sky this week via scheme of arrangement: sources

Comcast challenges Murdoch with $31 billion offer to buy Sky

Liberum Capital today upgrades its investment rating on Sky Plc (LON:SKY) to buy (from hold) and raised its price target to 1250p (from 970p).