topic Re: Emailed about an engineer visit for Full Fibre when not requested? in Broadband

Emailed about an engineer visit for Full Fibre when not requested?

Burton36 — Fri, 14 Nov 2025 15:24:46 GMT

I've had an email today saying "Changes to your Sky Broadband have been confirmed" and telling me about "getting you connected with sky broadband" with details of how an engineer will install my full fibre broadband.

However I haven't requested the upgrade!

When I was phoned a while back "to arrange your engineer visit" I said I hadn't requested that and wasn't interested right now, would need to make arrangements with my landlord etc.

Theres no orders or tracking in my account when I follow the email links, so can I assume this is another incorrect wording?

Slightly confused as all the leaflets said the upgrade was 'available', not that it was being enforced! I know copper switch off is some time in 2027 and but I may not be living here then and don't really want the hassle right now.

Re: Emailed about an engineer visit for Full Fibre when not requested?

GD1 — Fri, 14 Nov 2025 15:44:22 GMT

@Burton36 You'll need to all Sky as the community won;t be able to help as we are customers here.

Re: Emailed about an engineer visit for Full Fibre when not requested?

Burton36 — Fri, 14 Nov 2025 17:24:48 GMT

Ugh the web support chat said there was no customer service available and sent me here saying there were staff as well as customers.

I tried the phone lines earlier and never even got to a person. Went round in circles playing 'guess the key word' and then old there were extremely long waits & eventually had to give up. Will try them again tomorrow I suppose!

Re: Emailed about an engineer visit for Full Fibre when not requested?

Chrisee — Fri, 14 Nov 2025 18:39:08 GMT

@Burton36 you have picked probably the busiest time given there has been a storm which will have caused thousands of connection issues. Things should be quieter next week.

Re: Emailed about an engineer visit for Full Fibre when not requested?

TimmyBGood — Fri, 14 Nov 2025 18:54:34 GMT

@Burton36 wrote:

I know copper switch off is some time in 2027

The end of PSTN is scheduled for January 2027: that's not the same thing as 'copper switch off'. Metallic phone pairs will carry digital signal to properties not yet within reach of the national optical network for at least the rest of the decade.

Re: Emailed about an engineer visit for Full Fibre when not requested?

Burton36 — Fri, 14 Nov 2025 19:15:07 GMT

It's difficult to keep track! Sky website says:

"The UK is moving to Full Fibre broadband. Openreach, the company that owns the UK broadband network, and Sky, are switching off the old copper cable (ADSL and FTTC) network and traditional phone landlines in the UK. "

And advises you must upgrade or your service will be switched off.

The Whatsapp message and leaflets I've had describe it as an optional upgrade "fibre available in your area", the phone calls and emails act like an engineer is practically waiting in a van ready to drive to me and just needs to know when! 😂

Something is getting switched off some time, but I'm beginning to feel that the aim is just to confuse people into switching early, to bump their price up when the non-fibre contract ends.

Re: Emailed about an engineer visit for Full Fibre when not requested?

TimmyBGood — Fri, 14 Nov 2025 19:39:34 GMT

@Burton36 wrote:

Something is getting switched off some time, but I'm beginning to feel that the aim is just to confuse people into switching early, to bump their price up when the non-fibre contract ends.

It's certainly not being made clear.

Essentially by the end of December 2026 all households will need a broadband connection and a router capable of hosting an analogue to digital telephone socket if they are to still have 'landline' voice calls after PSTN switch off: the broadband itself can be over either optical fibre or legacy copper.

The end of the commercial phase of the national FTTP project is also December 2026, but that's not directly related and there will be something like 15% of households still not in reach of optical fibre at that point: these are largely locations where installation cost exceeds all possible future revenue to the network owner.

Re: Emailed about an engineer visit for Full Fibre when not requested?

Burton36 — Fri, 14 Nov 2025 19:51:27 GMT

Ah okay thank you! It wasn't that bad round my way but it makes sense they'd be busy because of that.

Re: Emailed about an engineer visit for Full Fibre when not requested?

Burton36 — Fri, 14 Nov 2025 19:52:42 GMT

This is a good breakdown, thank you!

Re: Emailed about an engineer visit for Full Fibre when not requested?

CM291 — Thu, 15 Jan 2026 13:21:44 GMT

I've just had a phone call saying all SKY copper broadband is being switched to fibre from August 2026 and they are phoning customers to activate the switch and send a new router, but it seemed odd to get a cold call from a 'suspected spam' number which I googled and most feedback said it's a scam. Yet SKY genuinely seem to be switching broadband but why haven't customers recieved notification in writing - it's perfect grounds for scammers asking all personal information to confirm identity etc??

Re: Emailed about an engineer visit for Full Fibre when not requested?

JimM1 — Thu, 15 Jan 2026 18:30:21 GMT

@CM291 There is indeed NO easy way to do it so to speak, if you are ever unsure that the call was not a sky personel you just hang up, call sky and ask if they had someone call you, it's normally sales that does it, but CS call and find out, it is all recorded who is doing what, i did that couple months ago on a call from sky and did take a little time for them to find it but was confirmed a sky call! Help below!

Scam calls, emails, texts or online impersonation | Sky Help | Sky.com | Sky Help | Sky.com

And also below when from a whatsapp call message etc but you still have to be very aware off scam calls etc

Full Fibre broadband at no extra cost | Sky Help | Sky.com | Sky Help | Sky.com