topic Re: What happens between purchasing new Sky fibre package and installation engineer visit? in Archive

What happens between purchasing new Sky fibre package and installation engineer visit?

P645 — Tue, 28 Dec 2021 13:42:39 GMT

Hi,

We've been on Sky broadband for a while. We currently pay £31 per month for fast fibre, but never get more than the guaranteed 16mbs; Sky say it's the highest we can get from the cabinet. (it's also been pretty awful lately - lots of resets and drop outs).

The contract is now up and I've notice that Sky have offered an ultrafast deal which offers 100mps guaranteed speeds. It says we need a visit from an engineer, but can't come out until the 19th Jan. I'm guessing this is to update our speeds, and hopefuly cure the drop outs, which would be great news! Or...is the visit for something else? Can't find out why anywhere. As usual, Sky just don't have the info there.

So, if we purchase today, what happens between now and the 19th, do we stay with the old package, and simply switch on the 19th?

If anybody knows, we would be grateful for help?

Thanks,

Spot.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

cookiemonsteruk — Tue, 28 Dec 2021 13:46:26 GMT

@P645

If you could enter your full postal address below and post the table to check which ultrafast package you'll be getting and what work needs done

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

P645 — Tue, 28 Dec 2021 13:57:07 GMT

Hi, thanks, this is what we get. If I'm reading right, this states that FTTP is available now?

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

TimmyBGood — Tue, 28 Dec 2021 14:01:05 GMT

@P645 wrote:

Or...is the visit for something else?

If that's Ultrafast over FTTP, it's a whole new physical connection arriving at the address.

This page (although from a different ISP) explains the process:

https://support.giga.net.uk/hc/en-gb/articles/360013901358-Brand-new-full-fibre-installation-process

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

cookiemonsteruk — Tue, 28 Dec 2021 14:01:21 GMT

@P645

Wbc fttp 1 stage install

The fibre optic is close to you and just needs dropped from a telegraph pole or brought in from underground and ducted into your house and ont modem installed

You will keep existing connection until that date

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

TimmyBGood — Tue, 28 Dec 2021 14:14:02 GMT

@cookiemonsteruk wrote:

@P645

and ducted into your house

Or more often drilled: it's typically only on recent new builds (and then only if the builder followed Openreach design guidelines) that a telecoms duct is available and accessible through to the inside of the property.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

P645 — Tue, 28 Dec 2021 14:46:25 GMT

Hi, thanks.

There was nothing in the order details which gave any information re this. I'm guessing that this would be the same process for any new company we choose.

So it looks like an engineers visit will sort a fibre cable overhead or underneath. Only thing that bothers is; we also tried selecting the current package we're on, and even though it also needs an engineer visit, the download guaranteed speed is the same as we have now 16mps? Strange.

We may move providers, as Sky go dark on information when things go wrong, and you have to select 'complaint' when calling to actually speak to somebody. Plus, it's no where near as reliable as it used to be. Plus, they didn't tell us we could upgrade to a faster service for only a little more.

Thanks again for the information, much appreciated.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

cookiemonsteruk — Tue, 28 Dec 2021 14:52:32 GMT

@P645

You would need to call sky and request the ultrafast 150Mbps or ultrafast plus 500Mbps. The system plays up when an existing customer tries to upgrade on line

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

JPR007 — Tue, 28 Dec 2021 14:55:24 GMT

@P645 It sounds to me like your phone line is long, old and the street cabinet has probably become full, if not near to capacity, and subsequently if you went to renew you're getting lower guaranteed download speeds.

A brand new shiny fibre optic cable is the only way forward really, although it has the potential for hassle and will take multiple visits from different engineering teams.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

P645 — Tue, 28 Dec 2021 14:59:33 GMT

Hi, the ultrafast we are interested in does offer 150mps, but guaranteed speeds of 100mps, which would still be a vast improvement on what we have.

What kinds of hassles would it be to get fibre? The order website says stage 1 only needs one.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

jamesn123 — Tue, 28 Dec 2021 15:01:46 GMT

@P645

It shouldnt be too much hassle. The engineer appointment you have is for the cable install. Providing there is no issues with cabling or access into your property the install should be completed on that date.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

cookiemonsteruk — Tue, 28 Dec 2021 15:06:38 GMT

@P645

Any known obstacles for the fttp install are listed below the table in the notes section as known issues ie blocked duct. Congested duct, wayleave etc if you copy and paste those details . Normally 1 stage has a 9 day lead time if there are no known issues. But factor in the new year hols as well

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

P645 — Tue, 28 Dec 2021 15:16:08 GMT

The next available engineer visit date is 19th January.

Don't mind this as long as service isn't disrupted in the meantime.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

jamesn123 — Tue, 28 Dec 2021 15:28:41 GMT

@P645

Your old service will stay live until the new one is acticated

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

P645 — Tue, 28 Dec 2021 15:47:34 GMT

Things are much clearer now.

We've not been 100% happy with Sky's own lines of communication, esp after recent faults, we don't trust them anymore, and they could have explained the processes during the ordering phase.

So we'll keep Sky in mind but will look at other options.

Thank you everyone. You've all been a great help. Kudos to you all!

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

TimmyBGood — Tue, 28 Dec 2021 17:16:42 GMT

@P645 wrote:

they could have explained the processes during the ordering phase.

Unfortunately most ISPs are really bad at that: the Giganet web page which I linked to is a rare exception.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

P645 — Thu, 30 Dec 2021 11:24:40 GMT

I've asked Sky via email to confirm that my contract was up. They sent an email in December stating that I was out of contract, but when I went to explore options online, it said the contract finishes July2022.

So, now confused. We still don't know if we can leave or not.

Where does the email customer suport come from? They just seem to have stock answers.

I don't want some smooth talking sales person on the phone, just want my questions answered via email so I can think about the next move.

Sky have the worst customer service experience.

They never just answer a question. and when they do, it usually conflicts with whoever next you're communicating with.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

JPR007 — Thu, 30 Dec 2021 11:52:51 GMT

@P645 Sky do not have an email support team it is either done via online chat when you log into your account (how I renewed my broadband and told them, no you can waive your £10 admin charge thank you...), or over the phone.

The email you then received was probably just an automated one. When considering FTTP, the only way is via phone, as you already have broadband at the address and a live account, it confuses the order system, and quite often if ultrafast is availdble it doesn't show up online, or if you try and do it online it just shows an error.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

P645 — Thu, 30 Dec 2021 13:58:33 GMT

Sky called me up, and the whole experience was messy and frustrating. Ended up listening to the whoever originally called me and the cancellation dept getting slightly frustrated with each other until I told them I could hear them.

I was told by cancellation that I could cancel, move providers whenever I wanted and I wouldn't be charged. I asked for this in writing and was told that they couldn't do that (?) Weird. He did say that the conversation was recorded and he re-confirmed that I could cancel without penalty.

I then re-emailed customer service to confirm what I had been told by cancellation and to ask for email confirmation of no charges, but they again, insisted that I my contract runs until July 2022, and if I cancel then I would be charged a cancellation fee.

So, again being told two different things by two different departments.

It's maddening and I don't know where to go. Sky are not signed up to any Ombusman complaint scheme.

Re: What happens between purchasing new Sky fibre package and installation engineer visit?

simon194 — Thu, 30 Dec 2021 16:09:49 GMT

@P645 wrote:

It's maddening and I don't know where to go. Sky are not signed up to any Ombusman complaint scheme.

Sky are a member of CISAS.

https://www.sky.com/help/articles/alternative-dispute-resolution#need-a-hand