topic Re: Care alarm and upgrading Broadband in Broadband

Care alarm and upgrading Broadband

welshguy2017 — Tue, 03 Sep 2024 15:33:23 GMT

I have just had a new digital sim care alarm fitted. I contacted SKY and they refuse to upgrade my Broadband to Ultrafast, anyone else having these problems

Re: Care alarm and upgrading Broadband

cookiemonsteruk — Tue, 03 Sep 2024 15:38:06 GMT

@welshguy2017

That should be fine. It the way to allow care alarms to co exist with fttp

Did you make it clear it was a gsm alarm

Re: Care alarm and upgrading Broadband

welshguy2017 — Tue, 03 Sep 2024 15:46:17 GMT

I have registered a complaint. As the previous advisor i spoke to a few months ago said it was possible.

If i get no satisfaction its time to cancel with SKY and move to another supplier, after 25 years.

Re: Care alarm and upgrading Broadband

cookiemonsteruk — Tue, 03 Sep 2024 15:52:10 GMT

@welshguy2017

I would say a misunderstanding (i hope) Just give sky a call back and make them aware that what you have is a sim based gsm care alarm which will work perfectly fine

Re: Care alarm and upgrading Broadband

jamesn123 — Tue, 03 Sep 2024 15:59:05 GMT

@welshguy2017

A way around this may just be to tell Sky you dont have a care alarm at all since it wont be interacting with Sky's kit at all they dont need to know about it.

Re: Care alarm and upgrading Broadband

TimmyBGood — Tue, 03 Sep 2024 16:04:43 GMT

@welshguy2017

As @cookiemonsteruk indicates, almost certainly a misunderstanding by the Sky advisor or a badly written sales script which doesn't differentiate between analogue care alarms and modern systems with a cellular data link (or cellular failover) which is what they are all going to have to be by the end of 2026.

Re: Care alarm and upgrading Broadband

welshguy2017 — Tue, 03 Sep 2024 17:17:44 GMT

Just had a callback from a manager at SKY. They said that Openreach will not upgrade any line to ultrafast if there is a Life Line.

Re: Care alarm and upgrading Broadband

TimmyBGood — Tue, 03 Sep 2024 18:12:21 GMT

@welshguy2017

Presumably that's their current policy. It's going to have to change eventually, of course, but they may be interpreting Ofcom advice in a particular way at present.