I first phoned up three weeks ago when I had no internet and it had already been down a few days. I got through to one of those machines, “Press 1, press 2, ect.” I went through that system, they did their tests and that didn’t work. I told them I had tested my router, ADSL filters and I couldn’t work out the problem. I told them there was nothing wrong with the Netgear router they sent out to me. But alas, they wanted to send another one out, which I gladly tested and had to phone back up. Nope! That wasn’t the problem like I had explained.
The worse thing on the second phone call is that they had closed the ticket information thinking they had fixed my problem! WRONG! So basicly I have an extra router modem which might be of use somewhere. But the problem remained and I went through their tests again. Finally after 45 minutes on the third time I called up about not having a connect I got through to 3rd line support. This time the guy ran some sort of different tests and figured out the problem along with telling me lots of what I already know! Finally he set the speed to 3MBit and fixed the problem, even know I am suppose to get 16MBit, but I guess the BT systems round here do not support that.
So now I have my internet back with £15 compensation, I felt the tech-support service they have at Sky Broadband was long winded and not very good. Not very efficient and the 1st tech support level should be able to do what the 3rd level support guy can. Not a very good service, one can only hope it gets better.