topic Re: Upgrading to FTTP with Care Alarm in Broadband

Upgrading to FTTP with Care Alarm

The+Breeze — Mon, 03 Feb 2025 13:53:55 GMT

Hi. My contract comes to an end on Feb 18th. I spoke with Sky this AM and requested an upgrade to FTTP. However, Sky person asked if I had a care alarm and after answering 'yes', I was told that Openreach will refuse the install. I spoke with my alarm provider and they confirmed that my alarm was digital, with a dual sim card and does not use the internet in any shape or form. Got back to Sky and I was told that they had a directive dated 28th Jan from Openreach advising that all fttp installs are being refused regardless. Not getting anywhere and am getting frustrated. (removed) Any advice, please?

Moderator note: Removed inappropriate language

Re: Upgrading to FTTP with Care Alarm

TimmyBGood — Mon, 03 Feb 2025 12:02:46 GMT

@The+Breeze

Sky says:

If you have a healthcare or medical alarm, we'll only be able to offer products without Internet Calls at this time. We're working with Openreach to create a safe process to install Internet Calls for care alarm customers and will provide more information about this when we can.

https://www.sky.com/help/articles/telecare-and-care-alarms

Re: Upgrading to FTTP with Care Alarm

Chrisee — Mon, 03 Feb 2025 12:18:18 GMT

@The+Breeze quite understand your frustration but large companies do make rules which while sensible for most customers are illogical for others. If your contract is up then its worth talking to other ISPs with a more flexible approach as you alarm does not use the Openreach network. Companies like Zen haveca more expert customer service operation. EE maybecworth a call.

Re: Upgrading to FTTP with Care Alarm

FLC — Mon, 03 Feb 2025 12:51:39 GMT

@The+Breeze

Assuming that your alarm is GSM only & doesn't also plug into your existing telephone line, you could just wait to be invited to upgrade. Presumably you've already had email/online offers to renew? So maybe just accept online & give the appropriate response if asked about the alarm. Worst case you renew FTTC & wait to be invited to upgrade to FTTP. Sky are proactively contacting customers to upgrade when FTTP becomes available.