Sky Broke Their Contract & I have to Pay

[Barewolf]

Hi,


Back in August 2009 I contacted Sky because I was looking for a different Broadband Provider and I cant get Virgin here, the Woman I spoke to told me that they were able to offer me the 20mb Broadband package, along with the phone package.

I decided to get the Sky TV package, Phone , and Broadband. The main reason I chose them was because the woman I spoke to said

"We can offer you 20mb"

I asked her realistically what Broadband connection I would really get, as everyone else had only been able to offer 8mb. She replied "At least 12mb During evenings".

I also read on Sky webpage that within 30 Days of your Sky HD box being installed, your phone and broadband would be activated, for some reason I cant find this statement now.

When they Installed the Sky HD box we rang them up numerous times about the phone and broadband, we eventually got connected in November, nearly 2 1/2 Months after the Sky HD Box.

If this wasnt bad enough, our broadband connection was 0.5mb.

I was constantly ringing Sky about the broadband speeds over the Christmas period, but they told me that we were too far from the exchange so they couldn't do anything.

Obviously i was furious, I already had to pay a cancellation fee from my other provider to join Sky on the promise we would have at least 12mb During the evenings, and now I was being told this.

I wrote them a letter highlighting all these points and told them I did not want the broadband, or phone services, and that I would not be paying them a cancellation fee because they told me false information and did not install the services in the time frame they said.

I got a letter back saying that I was on a min 12 Month Contract and that I couldn't cancel.

Surely this cant be true? I know I saw the information on their website that said the phone and broadband would be installed within 30 days, and they didn't do it for 2 1/2 Months.

Thats grounds for me to cancel isn't it?

I really don't know what to do regarding this issue, and now it seems we're paying 2 Companies for the same services but only using one.

[Aragorn]

I guess you need to ask yourself -
Was the up to 12Mb quoted in writing?
Did you complain about the actual speed within 30 days of phone install? Any evidence of this?
If no to either or both, you probably haven't got much hope I would imagine Sky have their contract tied up in small print knots.

---------- Post added at 14:19 ---------- Previous post was at 14:13 ----------

Have a look here for more views on Broadband complaints.

2. General Fluctuations in Broadband Speed.

Broadband is a variable “best efforts” service, which means it is shared between many users and open to fluctuations in performance (often more so in dense urban areas). For example, if you have an 8Mbps package but your line is only rated to cope with 2Mbps then you should not be surprised to see speeds vary from around 1 to 1.5Mbps (potentially lower during peak periods). Few get the advertised or even best estimated speed for their line.

---------- Post added at 14:20 ---------- Previous post was at 14:19 ----------

BTW, did you check samknows to see what they say about your likely ADSL speed?

[Barewolf]

Originally Posted by Aragorn

I guess you need to ask yourself -
Was the up to 12Mb quoted in writing?
Did you complain about the actual speed within 30 days of phone install? Any evidence of this?
If no to either or both, you probably haven't got much hope I would imagine Sky have their contract tied up in small print knots.

---------- Post added at 14:19 ---------- Previous post was at 14:13 ----------

Have a look here for more views on Broadband complaints.


---------- Post added at 14:20 ---------- Previous post was at 14:19 ----------

BTW, did you check samknows to see what they say about your likely ADSL speed?

I did ring them within 30 Days, I rang them about 5 times a week regarding the speeds, there was nothing in writing to do with the 12mb they promised.


I looked at Samknows and got this........


The following services are available in your location:
BT Wholesale ADSL
BT Wholesale ADSL Max
BT Wholesale WBC (21CN)
BT Wholesale SDSL
AOL LLU
O2 / Be LLU
Bulldog LLU
TalkTalk (CPW) LLU
Sky Broadband / Easynet LLU
Tiscali LLU
Tiscali TV (via Tiscali LLU)
Orange LLU (Formerly Wanadoo)

However, majority of companies I have spoken to cant offer any more speed than 2.5mb, we do get 2.5 at the moment but it drops a lot at night, Sky was worse than we have now.

[haydnwalker]

Samknows should tell you that info but also an estimated line speed (if you look on the BT ADSL tab) and your approx distance from the exchange (straight line distance - under the locality tab).

[Barewolf]

You are connected to the Bromsgrove telephone exchange.
ADSL is available in your area

Your exchange is also enabled for ADSL Max services
Your exchange is also enabled for ADSL2+ services
Standard ADSL RAG results

You cannot receive 2Mbps ADSL
You may be able to receive 1Mbps ADSL
You can receive 512kbps ADSL
You can receive 256kbps ADSL
You are approximately 4.06km from the exchange. Note that this is the straight line distance - the actual cable length will be longer!

[Aragorn]

So you've actually moved to another ISP?
What does the 'Landline checker' estimator on the Sky website say about expected speed?
The full T&C's for Sky Broadband are here and they look pretty tight.
Including

We will organise a day for installation which is convenient for both of us, but this will be subject to the availability of the Wireless Router.

(no maximum date for install)
Nothing about minimum speeds either.

[Barewolf]

Well thats the odd bit, as in August their website stated they would install the phone and broadband within 30 days of the sky hd box installation.

The land line checker doesnt show anything when i click it

[m419]

I would get in touch with Citizens Advice and write a formal complaint to Sky in order to obtain a cancellation without early termination fees, but when they ask for the equipment back, you must send it back as soon as you can otherwise they will keep the account open and keep charging you.