Fibre Broadband upgrade not applied

[Claireabella05]

Hello,

I have upgraded my broadband package (FTTP) online, from Sky Ultrafast 1 (150mb) to Sky Full Fibre 500. Immediately within My Sky this showed as an active product, including in My Orders, however when opening the page this showed an activation date of Saturday 19th April.

As of now the speed still hasn't been upgraded and whilst the product page states I have the Full Fibre 500 package, delving into the service checker still states I have Ultrafast 1. 

I have rebooted the ONT and the Hub but it still remains the same. I've searched the forums and see a few people have had this issue, unfortunately only one has updated their thread with an outcome. Is this a common problem with Sky? I would have thought this would be an automated process or a quick profile change, so I'm wondering if anyone can shed any light on this.

Thanks

Broadband Link        Connection Speed

Downstream              159900 kbps

Upstream                    30000 kbps

[peter-marlow+1966]

Have you  received  an email  from sky to confirm  the change, ? It could  be it has not been activated  by sky yet because  of the bank Holiday weekend, might  be worth  giving  them a ring about it 

[Claireabella05]

Thank you for your reply.

I haven't receieved an email. The only email so far was supposed to be a confirmation of the order but I thought it was somewhat lacking in detail. All the contracts etc. are in the messsage centre.

The order page just mentions receiving a text message, which I haven't. I did wonder if it would take place given the bank holiday, although they have given a date so I think it's reasonable to anticipate it would be kept to. Whilst it's understable if they don't apply upgrades over a weekend, I just find it a little disappointing that it's not communicated to the customer.

Will give them a ring to see what they say.

[JimM1]

@Claireabella05 Have a look at the service checker, then click on the Broadband to see what is active and you may be lucky 1 day later if applied speed increase. If your Ultrafast 1 product was delivered via a G.Fast connection, then it is a complete different ball game you can see how you are connected with the cable from the back off the Sky Router.... 

https://www.sky.com/servicechecker

[Claireabella05]

Just thought I would update this in case it's of use to anyone else. 

I got nowhere on the phone over the weekend, however this morning the speed has been updated. I can only presume upgrades don't take place over a weekend despite what it details on the order confirmation.