Consumer experience feedback appreciated…

[FloJo65]

Hi All,

I’m currently coming to the end of my 24mth FTTC broadband contract with TalkTalk and looking to switch to another ISP offering FTTP to our home address. Been with TT umpteen years (starting as Carphone Warehouse) although aren’t able to offer us FTTP and no indication of when or if, even though been available from all the other main providers for months now. Suspect this is down to their current financial predicament, including reported defaulting on their BTOR debts. TT also up for sale so now time to move on me thinks.

The TT superhub (D-Link made I think) modem/router signal has been excellent throughout our 4 bed/solid brick walled house (I work from home in a ‘bedroom office’ which is diametrically opposite the router location), with service connections and wifi pretty much rock solid without any signal boosting (yes, this is TT I’m talking about). If I’m going to move on then obviously looking for something just as good/reliable, so been doing some ISP research and hence this post.

By their nature, most of the postings on this community forum are from people having problems meaning you only get the negatives, so for every one of those there are likely to be 100s or 1000s of satisfied customers. One of the prevailing complaints seem to be with the Sky routers wifi quality/range, speed, and service disconnections (I’m only considering 150 or 500mbps service which will easy cover my needs).

I will need a new fibre line installing from the outside pole and ONT box to change from FTTC to FTTP, which I presume will have to be co ordinated with BTOR by Sky.

On this basis I would very much appreciate any balanced views on similar experiences on switching to Sky with;

• Reliability of appointments/dates provided for attendance to undertake necessary install works (line/ONT)
• Reliability of ‘go live’ dates provided under the one touch switching service
• Service downtime transition from existing service to new (always a risk TT spit the dummy out and just disconnect me prematurely/before Sky go live date)
• Quality of the ‘basic’ router performance (realise this can be affected by all sorts of issues, and not all down to Sky or their equipment)
• Sky’s inclination and performance in resolving problems/issues with the service
• Ability/inclination from Sky to port over your existing landline phone number (would like to keep if subscribing to broadband/talk service)

My daughter has Sky’s 150mbps service with basic router and wifi is good throughout her 2 bed/brick walled house. Can get a good signal in the car on the drive and in the garden. Doesn’t suffer any noticeable interruption/disconnections, so her experience is very positive.

Ran a BT availability check and results as follows so hopefully this is all positive too.

Bit long winded but wanted to provide a good background to help outline the ask.

All ISPs have their issues (very surprised at all the bad Plusnet Trustpilot reviews, when they are supposed to be the best), and there are ways/means of addressing ISP basic router performance (already identified potential compatible Asus replacements for example), so just trying to get a balanced view on peoples experiences.

Thanks in advance.

FloJo65

[Chrisee]

@FloJo65 you are right that forums tend to emphasise the negative.

Assuming Sky will use Openreach that looks quite straightforward as it is an overhead feed from a pole to your home which is due yo be done in a single appointment. That is the easiest install but until the enginerr arrives and surveys the job it is impossible yomknow5 if the job can be completed in one hit. Most installs go smoothly but inevitably a few hit snags. Things get a little more complex if City Fibre cables are in your road as Sky will always use CF if a connection is possible.

If you book a switch directly with Sky you dhould not have any downtime as Ofcom's one touch switch system should take care of dealing with Talk Talk. 

The Sky Max hub is not the best around with less rangecthan equivelent EE hubs. I have seen posts from TalkTalk switches complaining it has less range. In a 4 bed house with solid internal walls you may need one or 2 extenders which Sky will provide if you add their Sky WiFi Max bundle. Although I use my own WiFi system having lost faith in ISP's routers.

Full fibre is far more reliable than FTTC and you broadly should get the speed you buy eg 600 to 900Mb/s to the hub if you buybthe gigafast product but given very few apps can use more than 100Mb/s speeds st your devices can safely be lower. Sky have good online diagnostics which once you understand them are the quickest way to get an engineer booked. Sky's phones use an automated IVR system which can be irritating.

Hope that helps

[GD1]

@FloJo65  If you opt for the gigabit speed (900mbps) you should be able to achieve speeds similar to this to your hub

I use my own router and AP setup as wifi performs better than the White Max Hub Sky supply.

If you have a strong stable wifi coverage speeds for me are normally in the 300mbps range over 5Ghz, I have a repeater AP in the kitchen for my smart sockets (some are behind cabinets and appliances) and nest doorbell.

A larger home may need more access points for coverage as the Max Hub is really poor with wifi.

[FloJo65]

@Chrisee & @GD1 

Thanks both for your responses. Does help with the decision making process so very much appreciated.

Regards

FloJo65