topic Re: How do I progress my Full Fibre Upgrade issues? in Broadband

How do I progress my Full Fibre Upgrade issues?

Friars+1980 — Mon, 09 Mar 2026 10:51:24 GMT

To cut along story short Ive had issues which I raised in the survey expecting a call in reactio to such a scathing review, but nothing, so I decided to take up the option to leave a Trustpilot review which prompted this response:

" We’re really sorry to read about your experience with your fibre upgrade as it sounds incredibly frustrating, and you should never have had to deal with this level of inconvenience. Taking time off work for an appointment that wasn’t kept is unacceptable, and being told not to worry only for the second visit to also fail to go ahead makes the situation even more disappointing.
It’s even more concerning to hear that your account was closed without you being informed. You should always be kept updated about any changes, especially when you are already trying to resolve an issue. We completely understand why you feel let down.
Your feedback is important, and it will be passed on so we can look into what went wrong and improve how we communicate and support customers going through installations.

If you’d like us to make sure this reaches the right team to be investigated properly, please get in touch through the links below and we’ll guide you to the best place for support:

[Removed]

Thank you again for sharing your experience. Thanks, Becca. I I I don't use or have access to either of these formats so can I ring and if so anyone in particualr to ask for? Thanks

ing and if so anyone in particualr to ask for? Thanks

Moderator notes: Removed 3rd party link

Re: How do I progress my Full Fibre Upgrade issues?

JimM1 — Mon, 09 Mar 2026 13:28:17 GMT

@Friars+1980 This is the sky channel linked below for you!

How to make a Sky complaint | Sky Help | Sky.com | Sky Help | Sky.com

Re: How do I progress my Full Fibre Upgrade issues?

LJB-C — Mon, 09 Mar 2026 14:02:23 GMT

Hi @Friars+1980, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: How do I progress my Full Fibre Upgrade issues?

Friars+1980 — Thu, 12 Mar 2026 15:37:37 GMT

Thanks for the advice but so far its been worse than useless. I first receieved an answer at 1.13pm, 2 days ago, since when different people ahve dipped in and out, asking me the same inane questions- namely "are you expecting a call?"- before disappearing again and the process starts again.

No one has asked for my details or told me what they can do for me.

I wish I could cancel all my Sky contracts immediately

Re: How do I progress my Full Fibre Upgrade issues?

Chrisee — Thu, 12 Mar 2026 16:26:44 GMT

@Friars+1980 this forum is a public forum not direct access to Sky support. You can call Sky and thecagent should be able to pick up your account and the history if they cannot deal themselves they should transfer you to someone who can

However as you have access to this forum I I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

This a repeat of the escalation @LJB-C offered on Tuesday but should have closed. If the chat icon doesnt apoear turn off any pop-up blockers or try a different browser.

Re: How do I progress my Full Fibre Upgrade issues?

LauraMac38 — Thu, 12 Mar 2026 16:32:14 GMT

Hi @Chrisee , thanks for escalating this. We’ve sent @Friars+1980 an invite to chat.