topic Re: Address recently upgraded to FTTP Broadband but Sky system does not show it as available in Broadband

Address recently upgraded to FTTP Broadband but Sky system does not show it as available

mrbubby — Mon, 28 Oct 2024 14:30:57 GMT

Hi all,

I'm currently on Sky's Superfast 80 BB package.

Per the title, FTTP was recently installed on my road. I have confirmed this by using Openreach's online address checker. I also contacted my mobile provider (EE) who confirmed that as far as they were concerned, they could offer me full fibre home BB with speeds of 500Gbs+. I confirmed with them that it'd require an engineer visit as I don't have the box full of gubbins outside the house to connect anything to just yet. But it sounded like that's a formality.

However when trying to upgrade with Sky online, it was showing no upgrade option to FTTP. I therefore rung them just now, which was a somewhat painful experience. I don't fault the dude on the phone as I accept he doesn't necessarily know the ins and outs of how everything works. Eventually I got him to understand that my problem was not "computer says no" (which I already knew) but that I was trying to work out if there is a known issue with Sky systems whereby they don't get updated immediately when a property is upgraded. He seemed to pass my query via text chat "to the back office" who kept telling him that I don't actually have FTTP, which he told me. Eventually he said to me that they can't offer FTTP as "the connection hasn't been made direct to my house" (paraphrasing close enough to be accurate) but they'd contact me when it had been.

I felt like we were going round in circles, the poor bloke didn't (I think) understand what I was saying and/or he thought I was stupid and I was getting a headache. I'm tempted to call again to see if I can speak to someone else, whilst fully expecting the same outcome.

So can anybody here enlighten me as to why I appear to be able to access FTTP according to BT/Openreach, another provider has offered to upgrade me to FTTP but Sky can't? Are Sky's systemps slow to update? Do they lack the ability to arrange for an engineer to fit the necessary equipment? Or am I missing something/genuinely stupid? The latter is of course always possible.

TIA

Re: Address recently upgraded to FTTP Broadband but Sky system does not show it as available

cookiemonsteruk — Mon, 28 Oct 2024 14:35:55 GMT

@mrbubby

It could be a delay in sky catching up with the openreach fttp database. They can be 2-4 weeks behind

Re: Address recently upgraded to FTTP Broadband but Sky system does not show it as available

mrbubby — Tue, 17 Dec 2024 14:25:36 GMT

An update in case anybody comes across this thread in future whilst having the same issue. Though a bit longer than 2-4 weeks, @cookiemonsteruk was correct. Thank you. I have now ordered Sky Gigafast.

A follow-up query that might save me a call to Sky. They had originally booked an engineer visit for 9th Jan which was (and still is, according to my order tracking) the activation date.

However Sky have texted me to say that Openreach will be doing the install instead. I presume they mean installing the ONT inside the house as well as doing the work outside the house to connect fibre to the property. This is fine by me, but Openreach can't do the work until the following week. Is there likely to be an interruption in my existing BB service due to the delay?

Re: Address recently upgraded to FTTP Broadband but Sky system does not show it as available

jamesn123 — Tue, 17 Dec 2024 15:19:07 GMT

@mrbubby

Since its an upgrade from within the same ISP your service wont be affected by the delay because Openreach will only disconnect the copper service once your fibre service is live.