topic Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent? in Broadband

Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 08:32:14 GMT

I got an email saying full fibre broadband was now available at my address. Great, I replied and accepted. Got a date texted back 20th October. Within a few hours another text and email saying there is an issue can I phone. Spent 30 minutes on phone. I was told there is no full fibre available and that was a mistake and I have to stay on super fast partial fibre. It took two people and I'm still not sure why and neither people could explain. This morning I have a text saying my hub conversion kit 1 is coming!!! I looked this up. It's a cable. However I don't have a ONS box which apparently I need to connect it to. I'm totally baffled as to what Sky are doing and I don't have time to hang on the phone again for more nonsense.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

TimmyBGood — Tue, 07 Oct 2025 12:21:04 GMT

@Sasagnew

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable.

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

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 12:55:11 GMT

I did look and it does say it's available! Maybe they would have to install the box inside my house and it's too much hassle. I haven't heard from them since so I guess the cable got sent as they gave me a date and subsequently decided they couldn't do it.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 12:56:56 GMT

It would be helpful to speak to a technical sky person that's able to explain rather than a sales person all the time who doesn't know.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

TimmyBGood — Tue, 07 Oct 2025 13:17:15 GMT

@Sasagnew

What do the first couple of lines of text under the table say?

It's also possible FTTP infrastructure is theoretically available but there isn't capacity at the local distribution point.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 15:21:29 GMT

This is what it says underneath:

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG congested duct.

FTTP is available and a new ONT may be ordered.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 15:25:53 GMT

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

JimM1 — Tue, 07 Oct 2025 15:25:54 GMT

@Sasagnew This is the problem the underground feed is blocked and OR Cannot get a Fibre to you so civils may be required....

""UG congested duct.""

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 15:27:34 GMT

Ok thank you for explaining that. Appreciate your help. I'm thinking a few people in my street will have got this email though. Would have been good if Sky had checked this first before firing out an email saying it was available though.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 15:28:06 GMT

What does civils mean?

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

JimM1 — Tue, 07 Oct 2025 15:33:05 GMT

@Sasagnew That is the team that arrive with diggers, spades, ducting and what ever is needed, also OR have been known to jump the gun and get it all wrong, had it in my street, opposite side got fibre 1 day short off the full year from ordering it, i was lucky and got it a whole 11 months before them! and OR are still doing it currently since Sept 2024, been more civils teams here as homes start to change over!!!

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

JimM1 — Tue, 07 Oct 2025 15:36:51 GMT

@Sasagnew Not every home will be a sky Customer but may be on a OR supplied service Infrastructure, BT/EE where up and at it as soon as OR was done, all the other ISP had to get there ducks in a row, going from fttc to fttp is just not as easy as people think, lots off new equipment is required!

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 15:37:37 GMT

Thanks Jim. I'll stick with what I've got. Sounds a mess.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

TimmyBGood — Tue, 07 Oct 2025 15:43:00 GMT

@Sasagnew wrote:

Would have been good if Sky had checked this first before firing out an email saying it was available though.

I imagine the Sky marketing system just spots an Openreach database flag saying 'available' at an address, and cannot read into the specific text which indicates potential issues.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

JimM1 — Tue, 07 Oct 2025 15:42:13 GMT

@Sasagnew That can be a very dangerous game to play as copper is withdrawn you could end up with nothing at all! If it's offered and currently FREE so no £200 service charge to get it, grab it with open arms! Mine went as smooth as a baby's bottom apart from a 21 day delay because of the OR contractor installer binned him and OR completed at MY request!

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 15:50:29 GMT

I did say yes but they are now saying it's not available.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

JimM1 — Tue, 07 Oct 2025 16:39:53 GMT

@Sasagnew That may be OR that have said not doing it at present or sky not wanting to pay as they cannot absorb the cost for it, when it happens there is not much that can be done, you off course can apply again later, see if one of the neighbours is getting especially if via another isp!

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Tue, 07 Oct 2025 18:49:58 GMT

I did see OR at the corner house last week so I think maybe this has caused the emails. But I'm guessing.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Chrisee — Wed, 08 Oct 2025 06:52:08 GMT

@Sasagnew highly unlikely the upgrade emails are almost certainly generated automatically as @TimmyBGood pointed out. Openreach refusing orders where a fibre flag is present is something we see quite frequently in the forum. Openreach staff locally to you will know what duct is blocked and what work is required to clear it. Some blockages can be cleared with rods others require major road works.

Re: Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

Sasagnew — Thu, 16 Oct 2025 17:36:46 GMT

I've subsequently had more emails saying full fibre is available and was plagued with phone calls this week until I answered and it was Sky saying great news I can get full fibre T no extra cost. Eventually when I was able to speak I explained that no I can't after calling and spending half an hour on the phone as there was an issue and a potentially blocked duct and the person got off the phone rapidly, I wish there was better communication inside Sky with their sales staff and these issues which I imagine are not unusual or new.