Written by Administrator Thursday, 22 February 2007 19:04

If, like me, you have Sky TV, you might want to think twice about signing up for their broadband service. For me, the experience has been far from good.

When Sky announced that they would be offering cheap (or free) broadband for Sky TV customers I was quite excited. Talk Talk had just launched their free broadband package and it was looking like the cost of broadband would be set for a drop. Unfortunately, when the Sky service went live my area was not in their coverage zone so I had to wait...

Six months later, Sky had got round to doing my exchange and I took the plunge and applied for my MAC code. At first, it all went swimmingly. My previous ISP, PlusNet, gave me my MAC code without any delay. Sky's signup procedure operated without a hitch. A week or so later, my Sky router arrived and I was given an activation date of the Friday, 2nd February 2007.

On the activation day, my service from PlusNet stopped ,all well and good, but the Sky router would not connect. My activation letter did say that due to a backlog there could be a delay of upto three working days. So I added a couple of pay-as-you-go dial ups to the computer and waited. Three business days later, still no connection so it was time to phone Customer Services.

That was when I found out that my line had been transferred to Sky without any problems and that there was some sort of fault at the exchange. OK, I thought. Surely it won't take them long to get that sorted.

Another day goes by. Another day of no connection. Another call to Customer Services. "Exchange fault", they say.

And so the cycle continues. (But I have at least found out Sky's freephone number so that I'm not paying the costs of calling their 0870 support number!)

I gradually learn more about the exchange fault. It apparently was reported on January 27th. Since my broadband via PlusNet was operating without any problems on right up to the 2nd February I can only assume that the problem lies with the Sky kit at the exchange. Another call revealed that the fault had been passed back to BT for resolution. Two weeks have passed since my activation date and I'm getting frustrated.

During the daily cycle of calling Sky I came across the excellent Skyuser.co.uk website and the full horror of Sky Broadband became apparent. My exchange is not the only one with limited or no connectivity - there are lots and lots more. One of the tips on the Sky User website is to email Sky's CEO James Murdoch direct. So I did. I wasn't expecting any progress, particularily as it did look as if the fault was in BT's court, but a couple of days after sending the email, I got a phone call from the Sky Broadband team. They basically told me what I already knew but it was pleasing to find out that going to the top can have an effect.

It's now 20 days since my activation date and I don't know how much longer I can wait. I think I'll give it until the end of next week.