Care alarm and upgrading Broadband

[welshguy2017]

I have just had a new digital sim care alarm fitted. I contacted SKY and they refuse to upgrade my Broadband to Ultrafast, anyone else having these problems

[cookiemonsteruk]

@welshguy2017 

That should be fine.  It the way to allow care alarms to co exist with fttp

Did you make it clear it was a gsm alarm

[welshguy2017]

I have registered a complaint. As the previous advisor i spoke to a few months ago said it was possible. 

If i get no satisfaction its time to cancel with SKY and move to another supplier, after 25 years.

[cookiemonsteruk]

@welshguy2017 

I would say a misunderstanding (i hope)  Just give sky a call back and make them aware that what you have is a sim based gsm care alarm which will work perfectly fine

[jamesn123]

@welshguy2017 

A way around this may just be to tell Sky you dont have a care alarm at all since it wont be interacting with Sky's kit at all they dont need to  know about it.

[TimmyBGood]

@welshguy2017 

As @cookiemonsteruk indicates, almost certainly a misunderstanding by the Sky advisor or a badly written sales script which doesn't differentiate between analogue care alarms and modern systems with a cellular data link (or cellular failover) which is what they are all going to have to be by the end of 2026.

[welshguy2017]

Just had a callback from a manager at SKY. They said that Openreach will not upgrade any line to ultrafast if there is a Life Line. 

[TimmyBGood]

@welshguy2017 

Presumably that's their current policy.  It's going to have to change eventually, of course, but they may be interpreting Ofcom advice in a particular way at present.