Fibre should be simple

[Celticpunna]

I currently have full fibre 92bps through open reach and 3 weeks ago I decided to switch to sky broadband, since then I have had someone appear at my property without any notification and dig up parts of my driveway yo lay a new fibre cable, I contacted Sky who were looking into it but told me to wait till the engineer arrived today. The engineer (City Fibre) wanted to drill holes through multiple walls to put a new box in, I showed him the existing fibre coming into my house, the cabling through the house to the openreach box in my living room, I showed a speed test (922mbps) and they agreed that no work was required as it's already in my house and that the switch from EE should only of been a simple broadband switch, Sky now tell me it will take 7-10 days to cancel the order (I pointed out the error 12days ago) but the broadband team is saying that I now can't get full fibre unless I take it through City Fibre but at the start I was told simple switch.

Am I missing something as I already have full fibre??

am I missing something 

[cookiemonsteruk]

@Celticpunna 

There are only a handful of customers whom have reported on the city fibre partnership

Some have reported that they have been offered full fibre thru city fibre even though the openreach exchange isn't capable of handling the calls . City fibre doesn't route calls so that has to still be handled by bt/openreach exchanges.  Others like yourself are being migrated to city fibre despite existing openreach equipment at the exchange. So it is too early to determine which route sky will take OR or CF.

What upload speed have you been offered?

[cookiemonsteruk]

@Celticpunna 

P.S.  what is your BT/Openreach exhange ?

[TimmyBGood]

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@Celticpunna wrote:

 the broadband team is saying that I now can't get full fibre unless I take it through City Fibre but at the start I was told simple switch.

Am I missing something as I already have full fibre??

am I missing something 

---

That's presumably the kind of error which the current 'customer pilot phase' of the Sky-CityFibre partnership is intended to uncover.

https://www.ispreview.co.uk/index.php/2025/05/isp-sky-broadband-launch-cityfibre-based-uk-full-fibre... 

[Celticpunna]

Hi here are the details from my contract - 

Speeds of the internet service and remedies:

Download speeds: Normally Available: 951.0Mbps; Max: 951.0Mbps; Min: 904.0Mbps

Upload speeds: Normally Available: 947.0Mbps; Max: 947.0Mbps; Min: 787.0Mbps

[cookiemonsteruk]

@Celticpunna 

@TimmyBGood apparently sky implemented safeguards to prevent this occuring . However where a MSAN exists at the exchange to handle calls then cityfibre is a legitimate option.  So if the exchange is unbundled then CF if still bundled wlr then at least they get OR Fttp

[cookiemonsteruk]

@Celticpunna 

Those are defo city fibre speeds

Could you dial 17070 from your sky landline and if you get a welcome to sky message then CF may be the best option for symmetric speeds.  

[Celticpunna]

Currently I'm just looking for advice, sky have now cancelled the City Fibre insatallation and this will take 7 days to process, I've had no clarity of anything from Sky, one telling me the city fibre installation needs to be cancelled, the next saying Coty Fibre must be installed or  cannot switch, I spend 2 hrs on calls this morning to 5 different people all telling me different things.

at the start I explained I had 900mbps and wanted the 900mbps package and was told it was an easy switch, why has it gone so badly wrong, was it becaus

[cookiemonsteruk]

@Celticpunna 

Some customers have fallen thru the net and have been offered city fibre where sky doesn't have the equipment at the exchange to handle the calls.  Again if you dial the 17070 and report on the message ie "welcome to sky" or "your number is defined as ..."

[TimmyBGood]

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@Celticpunna wrote:

Download speeds: Normally Available: 951.0Mbps; Max: 951.0Mbps; Min: 904.0Mbps

Upload speeds: Normally Available: 947.0Mbps; Max: 947.0Mbps; Min: 787.0Mbps

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Perhaps worth noting that Sky cannot offer anything like symmetrical service over the Openreach network: the claimed average upload on gigabit broadband nationally is 90Mbs.  It's the CityFibre infrastructure (and wholesale pricing) which permits those much higher outbound speeds.

https://www.skygroup.sky/article/sky-broadband-launches-its-fastest-package-ever-gigafast-with-speed... 

[Celticpunna]

Hi 

• I currently don't have a landline as EE switched it off (part of reason leaving them) Sky checked and could see it and  said they could bring it back but currently if I dial the 17070 it's just a dead line and cuts off.

[cookiemonsteruk]

@Celticpunna 

If sky has cancelled city fibre it would suggest they can't offer Sky Voice and Broadband Network from your exchange ie they have not unbundled your line from openreach wlr wholesale line rental.  Although of no consolation to yourself this was a known issue from the go.