We have been with Sky Broadband for a few years. We recently moved from Cumbria to North Yorkshire and transferred our account. We were offered an upgrade to a fibre package which was allegedly much faster than the original one but also slightly cheaper. We also had our aging router replaced with a new one.

Since moving, our internet connection has been extremely slow with frequent outages that has made working from home almost impossible. The wi-fi signal from the router goes up and down: one minute the connection is strong and the next it is non-existent. Sky's speed tester app always says everything is fine, but every other speed tester website says we have a very slow connection, so its like they are trying to gaslight us. We are supposed to be guaranteed wi-fi in every room, and our new home isn't exactly palatial, but the signal is too weak to be picked up at the far end of the house and we've had to buy an extender to boost the signal. We also do not have many devices which use the wi-fi, just a couple of computers and a couple of smart phones, and are so far away from neighbouring properties that they shouldn't be interfering.

We complained but Sky have been worse than useless. No solutions offered and we are expected to just live with the rubbish and unreliable service. Thankfully we are still within our 14 day cool off period so are moving to Vodafone.