UFO Broadband (York only)

[Mark-Br]

Hi guys,

I'm sorry about the experience described in your posts.

The UFO team are best placed to answer your questions.

As outlined in the email/letter, please do get in touch with our contact centre for further support.

[joofridley]

@Mark-Br 

Thanks, but as someone else has already posted, contacting the number provided is of no help - they have never heard of Sky UFO. How do we get in touch with someone who knows about the issue?

[Mark-Br]

@joofridley I've reached out to our social team about this.

[ukpab]

New broadband installed - so phoned Sky to cancel UFO package -  -best I can get is that someone from the UFO Team ( Sales Support Escalations ) will contact me in the next working 72 hours - so who knows when I can then get disconnected - in order to upgrade back to the same fibre cable with TalkTalk. As has been stated previously - most of the operators I talked to had never heard of UFO and said I didn't even have a broadband package....

[Danny07]

What's the telephone number to get it contact with the UFO team. 

[Danny07]

I've had missed calls and voice messages left from the UFO team but they never leave me a telephone number to get back in touch with them

[jameshin]

I don't think you can contact them directly, they told me that the UFO team were permanently working from home so they can only contact you 

[darthanian42]

When they do get in touch they are super helpful - managed to get my service disconnected effective immediately, with this month's charges credited back to my (TV) account. 

Apparently there are three of them working part-time from home.  Sky have clearly given zero consideration to them either, poor people are run off their feet.

Hopefully this ends my experience  - very happy with the 230Mbps I'm getting from the virgin line installed today 🙂

[jordyh1204]

@darthanian42  Spot on. Every interaction ive had with the UFO team has been as you'd expect; its just getting to them that is the nightmare.

The iron curtain of ignorance of the first line is the only reason the new broadband is staying and not the UFO. It's been really poorly handled this; i hope the cancellation of the TV wont be this bad in February!

[paula+wilkinson]

It's all a bit confusing... from a non-techy customer point of view (and inc a bit of a rant), it goes like this:

• Happily part of the 5yr+ trial (except for no one at sky knowing much about York UFO)...
• all of a sudden, trial is ending, Sky can't provide FTTP anymore, letter saying no alternatives(!) - I'm fine about a trial ending, but had hoped to be offered something helpful in its place!
• I'll worded letter saying along the lines of 'customers have to switch', options are:
• stay with sky, switch to FTTC
• go with another provider for FTTP
• ...so I start the process to switch (to sky FTTC)
• await new router and phone line, appointments made for engineers and deliveries, accounts and contracts prepared/agreed...
• meanwhile Sky do a u-turn and reveal they *will* continue the FTTP,  and shouldnt have mentioned stopping that service

so... do I continue to switch to FTTC, or, ask to stay on FTTP??? I'm not technical, and I don't understand the benefits verses hassle of either option.

This is, at the very least, terrible customer service.

No explaination of 'why' there's been 2 sudden contradictory messages, and no info on whether the 'trial' is continuing or is FTTP now permenant?

Will the message 'we can't provide it now' happen again, and will sky change their minds again? My confidence is wobbled even though I've been a loyal Sky customer for 22+ years!

Seems unfair that customer who've essentially wasted time and effort acting on the first piece of info we were given, now have no idea where they stand.

@Mark-Br ...personally I don't know if my planned switch (scheduled for next fri) will/should be stopped, and I'm miffed to be facing yet more time spent trying to get answers from yet more sky telephone advisors who don't know anything about York UFO, and who just push their FTTC 'because it's cheaper' and easier to maintain at the cabinet'. You say 'you don't neees to do anything' - but what about those who already have, and are 'half way through', what do we do, please?

...can somebody who's more techy than I, please tell me which is BETTER - fibre to the property or the cabinet - and - why?

I need fast, reliable service, ideally staying with Sky, and not costing more than I was/am paying for UFO.

End rant. feeling lost.
paula

[ukpab]

So - to add to the saga...

It appears that my Sky broadband has been cut off as from the 1st October.  -- not on the 18th as the letter stated and also I've not yet been contacted by the UFO team. How fortunate for me that my TalkTalk Broadband was turned on on the 30th Sept.  - Makes a bit of a mockery of the email we all got saying - soz guys the first letter was a mistake...

In reality I'm happy and now just need to check back with TalkTalk that Sky have fully uklocked me and that I can then upgrade back to the UFO with TalkTalk.  - tho sadly will still have to talk to Sky to make sure they credit me back for the UFO charge which is still showing on my October bill.

However - If I hadn't had the install on the 30th I would now be left with no broadband at all. Both myself and my partner work from home - Monday would have been fun................................

I keep getting SMS messages from sky asking me to rate their service after every call I have with them. I've so far ignored them simply because it's not the fault of the individual employee  - but as a company they have not covered themselves in glory over this one. 

To the Sky employees on this thread - I suggest you take a long hard look at what has gone wrong here. Internal communication issues  are your problem  - but when you start to **bleep** off your paying customers it's never going to end well.

[joofridley]

Hi @paula+wilkinson  - you have summarised it well, I am in exactly the same position and feel your pain!

To answer your question. the UFO FTTP is technically a superior service, it allows much higher speeds. In theory around 900 m/**bleep** compared to around 50-60 for the FTTC. In reality, the speed you get at your device, over wifi, will be lower than 900 - in my house its around 120 depending which room I am in. So if you need fast speed, have a lot of people streaming etc then FTTP is better.

The downside to FTTP, as we are all doscovering, is Sky have no clue they provide it, getting any kind of support is a nightmare, in the event it goes down you could be without internet for days, and no one knows how long it will be supported for.

What i am doing, as I had ordered FTTC before the u -turn, is to tryb that bfor a week and see what its like. I am hoping to find that in reality the speed difference isnt that noticable in everyday use, the e rouiter they have provided may be more stable,and i save a bit of money each month. It is activated today so will report back! If I cant live with it, I will cancel it and stick with FTTP or, if i am brave enough, transfer the FTTP over to talk talk)

Hope this helps!

[joofridley]

not sure why it has changes mbs to bleep!

[joofridley]

Spoiler

@Mark-Br  what luck with your social team?

[ukpab]

So I called TalkTalk UFO team this morning to ask to upgrade to UFO with them - but it appears the line is still locked by Sky. As soon as I put the phone down a very nice man from Sky UFO called  - -very appologetic about the situation - he said someone had called and left a voicemail last Friday  - ( They hadn't) - he also said I was still connected  - so to check I plugged my laptop into the Sky router - and nothing - no broadband...   He said he would ring me later today...