FTTC, SoGEA and Sky's Customer "Service"

[PhilTheDoc]

I have FTTC at 40 down/10 up with no hope in the near future of anything faster. In february I had a call from Sky's Customer "service" about the removal of PSTN and change to VoIP requiring a new modem. I was told that my copper connection was being removed and I was going to be connected to the exchange wirelessly (!) and didn't mention "PSTN" or "VoIP". The SR203 modem duly arrived, I unplugged my modem/router system, connectedthe SR203 up, checked that the VoIP phone connection worked after my "switch off" date, then disconnected it and put it back in its box in a cupboard. 

Today Sky phoned me again. I was told that my broadband connection is "currently 50% fibre and 50% copper", and that it's going to be changed to "80% fibre and 20% copper". When I questioned how 60% of the copper between the green cabinet and my house was going to be changed to fibre to achieve this, he told me it had already been done, and it'll just be a switch that I won't notice, and I'll be on Sky's new broadband at no extra cost.

I assume this was a call they're required to do for statutory purposes. I know enough about this to be aware that he was telling me that the Broadband connection will go over to SoGEA and that I won't notice anything. But this is the second time I've been phoned and given information that is "marketing gloss" (polite)/"drivel" (not so polite). I feel sorry for people with little technical knowledge who must get really confused by such calls.

I bet I'm not alone in having to put up with this nonsense.

[Brill+Gill]

Hi @PhilTheDoc, 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
 

[Chrisee]

@PhilTheDoc Sky are making a pig's breakfast of communicating this change caused bythe forthcoming switch off of both the analogue phone system and removal of the last few ADSL connections. If you are on a 40/20 product your current connection is using VDSL (ie copper to a green box rather than the exchange). From what you say it sounds like Openreach are installing a replacement DSLAM unit nearer to your property probably mounted on a pole. If you enter your full address into this checker it should be possible to see what is planned Openreach Checker

If you want help in understanding the output post a screen shot of the table and the first three lines of the notes after huding the reference to your addreaa.

[PhilTheDoc]

Thanks @Chrisee. The checker shows exactly what I expected - VDSL, no FTTP available unless I want to stump up for "on demand". The copper from the DSLAM in the cabinet to my house is under ground. Do they actually put DSLAMs on poles? I thought they were just in the cabinet. As things stand, notwithstanding the two phone calls, I have VDSL 40 down/10up presumably through SoGEA, no landline (unless I want to use the SR203 which I don't), and no hope of anything better in the near future. So the only change is the loss of the landline. I'm fortunate enough to have a useable 5G signal in the house, so that's hardly a problem for us. Sky has confirmed the two phonecalls were real, so the nonsense I was told did actually come from Sky. Sounds like some training is needed.

[cookiemonsteruk]

@PhilTheDoc 

Could you copy and paste the two vdsl rows

[PhilTheDoc]

There you go.

[cookiemonsteruk]

@PhilTheDoc 

I think what they mean is they are putting you on a 80/20 Mbps profile to allow you to get a 66Mbps down 15 Mbps up connection rather than moving you tn a nearer cabinet 

[Chrisee]

@PhilTheDoc in the early trials there were DSLAM units on poles. 100% agree with your comment about training one of my colleagues has already raised this with Sky.

[PhilTheDoc]

Well that would be nice, but every time I've asked Sky if I can get anything faster I'm told "no". I've just looked at my account on the Sky website and it says I'm on the fastest available. I know where the cabinet is and there's not a closer one that I can see. A speed check just now confirmed 40/10, or a bit lower. "Sky Superfast 35" feels a bit of a misnomer in this day and age.

[TimmyBGood]

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@PhilTheDoc wrote:

"Sky Superfast 35" feels a bit of a misnomer in this day and age.

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'Superfast' because it was when compared to the ADSL which preceded it: FTTC was first deployed in 2010, back when it seemed unlikely any domestic use would justify FTTP

FTTC comes in 80/20Mbs and 40/10Mbs flavours, while ADSL topped out at 24Mbs inbound and a whole megabit outbound.