topic Re: Full Fibre and Superfast Problem in Broadband

Full Fibre and Superfast Problem

mouz — Mon, 17 Feb 2025 20:57:23 GMT

Hi, I'm currently using the superfast broadband for the current property for over 1.5 years. However, I will move the new property which is located in the same building of my property. When I contacted sky last week, they can only offer full fibre for the new property.

When I contacted Sky today again for moving home, they told me the same thing. Until I signed the contract for full fibre, they told me I can use the existing superfast broadband for the new property until the engineer come to install fibre.

I don't understand why Sky must enforce the customer to use full fibre, which requires landlord's approval for the drilling works. They keep telling me no offer for superfast broadband for the new property but I can use in fact, it looks like deceiving.

I'm frustrated with Sky customer service about the home move.

Re: Full Fibre and Superfast Problem

TimmyBGood — Mon, 17 Feb 2025 21:02:31 GMT

@mouz wrote:

I don't understand why Sky must enforce the customer to use full fibre, which requires landlord's approval for the drilling works. They keep telling me no offer for superfast broadband for the new property but I can use in fact, it looks like deceiving.

Where there's FTTP infrastructure in the area, ISPs cannot now place a new wholesale order for connection over copper: this is part of the national rollout of optical infrastructure to replace the antique metallic network.

Re: Full Fibre and Superfast Problem

mouz — Mon, 17 Feb 2025 21:10:45 GMT

@TimmyBGood

What happen if my landlord doesn't approve for the instllation works? I will have no broadband to use. I just renewed a 2-years contract with Sky in Dec. If I can use superfast broadband for new property, why I can't keep using the same package as my current property? This is unfair for the customer to choose the package.

To be honest, I just formed the new contract with Sky for full fibre, but I'm still awaiting for my landlord approval. As the new tenancy agreement was formed on last Friday, I have to rush everything because of Sky's offer.

Re: Full Fibre and Superfast Problem

mouz — Mon, 17 Feb 2025 21:13:40 GMT

@TimmyBGood

Sorry I missed something in my last post. I formed the new tenancy agreement on last Friday and have to move to new property on Wednesday. I have no time to consider and rush everything for the broadband.

Re: Full Fibre and Superfast Problem

TimmyBGood — Mon, 17 Feb 2025 21:15:02 GMT

@mouz wrote:

If I can use superfast broadband for new property, why I can't keep using the same package as my current property? This is unfair for the customer to choose the package.

FTTP rollout is a priority for the network provider (Openreach/BT Wholesale) : ISPs don't get any choice. I'd hope your landlord understands that it's actually in their own interest to have Ultrafast broadband available in a rental property.

Re: Full Fibre and Superfast Problem

TimmyBGood — Mon, 17 Feb 2025 21:27:54 GMT

@mouz wrote:

I formed the new tenancy agreement on last Friday and have to move to new property on Wednesday.

You wouldn't have got copper broadband on anything like that timescale even if it was still available to order. Having previously had a connection in the same building makes no difference to the minimum lead time required for a Home Move.

Re: Full Fibre and Superfast Problem

mouz — Mon, 17 Feb 2025 21:28:01 GMT

@TimmyBGood

Sky staff told me I can use copper broadband in the new property on Wednesday by taking the Sky Broadband Hub to the new property. The service provides until the fibre installation. This is the reason why I created this thread.

Re: Full Fibre and Superfast Problem

TimmyBGood — Mon, 17 Feb 2025 21:30:23 GMT

@mouz wrote:

Sky staff told me I can use copper broadband in the new property on Wednesday by taking the Sky Broadband Hub to the new property.

Unfortunately I suspect that's simply incorrect: broadband just doesn't work that way.

Re: Full Fibre and Superfast Problem

mouz — Mon, 17 Feb 2025 21:34:05 GMT

@TimmyBGood I don't know I just said what Sky staff told me. I just checked the broadband service about my new property. Here is the result.

Re: Full Fibre and Superfast Problem

TimmyBGood — Mon, 17 Feb 2025 21:41:48 GMT

@mouz

So that indicates provisioning will be over a new FTTP connection which hasn't yet been installed, which means there cannot be any copper service when you move in.

Re: Full Fibre and Superfast Problem

cookiemonsteruk — Mon, 17 Feb 2025 21:50:30 GMT

@mouz

MDU or multiple dwelling unit once it shows on the wholesale checker usually means the landlord has already givenpermission (wayleave) for all external/internal works . Have you spoken to the landlord

Re: Full Fibre and Superfast Problem

mouz — Mon, 17 Feb 2025 22:02:46 GMT

@cookiemonsteruk No, I haven't seen any fibre cable or box inside the property during house viewing. The letting agent told me they are still answering Landlord's queries and haven't received the formal approval for the installation works.

I knew openreach did fibre installation works in the communal area (not access to the flats) in the whole building last year. I just took a photo outside my current property (The same one installed outside the new property).

Re: Full Fibre and Superfast Problem

cookiemonsteruk — Mon, 17 Feb 2025 22:04:28 GMT

@mouz

What you have posted is the drop box with 10 m fibre pigtail . So openreach may just drill behind it to hide the fibre pigtail

Re: Full Fibre and Superfast Problem

cookiemonsteruk — Mon, 17 Feb 2025 22:10:48 GMT

@mouz

Ah, thats the communal aea . Usually install one of those above every residential property at the same time. Still there must be an internal distribution point from where to supply you. But if the dropbox is there openreach have already gained wayleae

Re: Full Fibre and Superfast Problem

cookiemonsteruk — Mon, 17 Feb 2025 22:23:15 GMT

@mouz

"just took a photo outside my current property (The same one installed outside the new property)."

Have to read posts more thoroughly 😁 You already have fibre to your door . That can be opened. Openreach can open it, drill in behind and close it if you ak them

Re: Full Fibre and Superfast Problem

cookiemonsteruk — Mon, 17 Feb 2025 22:41:32 GMT

@mouz

Go ahead place the order. To be honest i don't know what questions the letting agent is awaiting answers on 👍

Re: Full Fibre and Superfast Problem

mouz — Mon, 17 Feb 2025 22:47:00 GMT

@cookiemonsteruk

I agree the fibre is ready outside the door, but not inside the property. I don't know how much drilling works and installation works require inside the property. That's why I'm awaiting for landlord's approval for the installation works as they keep asking the questions like that.

Go back to my question. If Sky can still offer superfast broadband for the new property, why do they not offer the superfast broadband package, which is the same package I'm using now? I understand I have to switch fibre if the copper wire has been completely removed in the new property, but the copper still exists.

Anyway, thank you for your reply @cookiemonsteruk @TimmyBGood. I was frustrated as different Sky staff told me different stories and after doing my search via BT Broadband Availability Checker.

Re: Full Fibre and Superfast Problem

cookiemonsteruk — Mon, 17 Feb 2025 23:07:34 GMT

@mouz

Any work done to take the fibre inside and install an ont modem

Is usually implied by going so far as bringing fibre to the door . Its a 50 minute job , my did anyways, and i am mdu with the same drop box

Re: Full Fibre and Superfast Problem

cookiemonsteruk — Mon, 17 Feb 2025 23:14:36 GMT

@mouz

The pushing of fttp is an ofcom mandate stipulating that all properties included in the build plan should be completed by december 2026 and they have already started

Re: Full Fibre and Superfast Problem

mouz — Mon, 17 Feb 2025 23:41:01 GMT

@cookiemonsteruk Thanks for your reply and the photo. TBH, I have no idea how they take the fibre cable into the property, especially for the apartment in the UK. Do they take the fibre via a telephone conduit or by drilling a hole from the outside? In my previous country, it is very common to take the fibre via a telephone conduit without any wall drilling works....