topic Re: Upgrade via phone call in Broadband

Upgrade via phone call

fedupme1 — Fri, 13 Feb 2026 10:25:52 GMT

Received a call to inform me I was eligible for an upgrade, free - I thought, good. Discovered there was a charge, so I had the rigmarole of trying to get it sorted on chat line. Last week two cables arrived, exactly the same as on my present hub. In the instructions I noted there was an activation date on a box, a box I have not received. What is the status of all this upgrade and what I am supposed to expect??

Re: Upgrade via phone call

fedupme1 — Fri, 13 Feb 2026 10:31:29 GMT

This is such a frustrating form of communication

Re: Upgrade via phone call

JimM1 — Fri, 13 Feb 2026 10:41:16 GMT

@fedupme1 Your account and my orders will be able to show you, the Forum is not sky Customer Service and has no idea what upgrade or anything is being done at all for you! Two cables sent does suggest that the sky hub you have is good enough to do whatever you are getting!

Re: Upgrade via phone call

TimmyBGood — Fri, 13 Feb 2026 15:26:30 GMT

@fedupme1 wrote:

Last week two cables arrived, exactly the same as on my present hub. In the instructions I noted there was an activation date on a box, a box I have not received. What is the status of all this upgrade and what I am supposed to expect??

For an upgrade from ADSL or FTTC to FTTP where the customer already has a Sky Broadband Hub (and doesn't choose to add the WiFi Max subscription supplement) Sky sends their 'Conversion Kit', which is just a short Cat5e ethernet cable to link the Hub to the Optical Network Terminal which will be installed.