Email offering full fibre but told it was a mistake now I’m getting a conversion kit sent?

[Sasagnew]

I got an email saying full fibre broadband was now available at my address. Great, I replied and accepted. Got a date texted back 20th October. Within a few hours another text and email saying there is an issue can I phone. Spent 30 minutes on phone. I was told there is no full fibre available and that was a mistake and I have to stay on super fast partial fibre. It took two people and I'm still not sure why and neither people could explain. This morning I have a text saying my hub conversion kit 1 is coming!!! I looked this up. It's a cable. However I don't have a ONS box which apparently I need to connect it to. I'm totally baffled as to what Sky are doing and I don't have time to hang on the phone again for more nonsense. 

[TimmyBGood · Accepted solution]

@Sasagnew 

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

[Sasagnew]

I did look and it does say it's available! Maybe they would have to install the box inside my house and it's too much hassle. I haven't heard from them since so I guess the cable got sent as they gave me a date and subsequently decided they couldn't do it. 

[Sasagnew]

It would be helpful to speak to a technical sky person that's able to explain rather than a sales person all the time who doesn't know. 

[TimmyBGood]

@Sasagnew 

What do the first couple of lines of text under the table say?

It's also possible FTTP infrastructure is theoretically available but there isn't capacity at the local distribution point.

[Sasagnew]

This is what it says underneath: 

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG congested duct.

FTTP is available and a new ONT may be ordered.

[Sasagnew]

 

[JimM1]

@Sasagnew This is the problem the underground feed is blocked and OR Cannot get a Fibre to you so civils may be required....

""UG congested duct.""

[Sasagnew]

Ok thank you for explaining that. Appreciate your help.  I'm thinking a few people in my street will have got this email though. Would have been good if Sky had checked this first before firing out an email saying it was available though. 

[Sasagnew]

What does civils mean? 

[JimM1]

@Sasagnew That is the team that arrive with diggers, spades, ducting and what ever is needed, also OR have been known to jump the gun and get it all wrong, had it in my street, opposite side got fibre 1 day short off the full year from ordering it, i was lucky and got it a whole 11 months before them! and OR are still doing it currently since Sept 2024, been more civils teams here as homes start to change over!!!

[JimM1]

@Sasagnew Not every home will be a sky Customer but may be on a OR supplied service Infrastructure, BT/EE where up and at it as soon as OR was done, all the other ISP had to get there ducks in a row, going from fttc to fttp is just not as easy as people think, lots off new equipment is required!

[Sasagnew]

Thanks Jim. I'll stick with what I've got. Sounds a mess. 

[TimmyBGood]

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@Sasagnew wrote:

Would have been good if Sky had checked this first before firing out an email saying it was available though. 

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I imagine the Sky marketing system just spots an Openreach database flag saying 'available' at an address, and cannot read into the specific text which indicates potential issues.

[JimM1]

@Sasagnew That can be a very dangerous game to play as copper is withdrawn you could end up with nothing at all! If it's offered and currently FREE so no £200 service charge to get it, grab it with open arms! Mine went as smooth as a baby's bottom apart from a 21 day delay because of the OR contractor installer binned him and OR completed at MY request!