New Sky Broadband Customer Experience (So Far)

[AnytimePlus+On+VM]

We've been Virgin Media customers for years, Telewest before that.  We started with a 256K trial with Telewest when broadband was "being trialled" and everybody else was still on v.32 modems 😉  So, a very, very long time.

However, VM's prices are now just ridiculous compared to alternatives.  So we thought lets get Sky broadband and give it a go - we're a long time Sky TV & mobile customer already.

Please note that due to being paranoid the plan is to run both side by side for a month or 2.  Basically not to get rid of VM until we were satisfied that Sky works.  Quite pleased I did't press the cancel button just yet.

So...

Order placed.

Within 24 hours order cancelled by Sky.

Rang Sky.

It's OK, it's been assigned to an agent they'll call you in a couple of days.

A week later, a "sorry to see your leaving email" arrived.

Rang Sky.

"Oh, don't know why that was."

Re-raised the order over the phone (last Wednesday).

Next day (last Thursday) City Fibre arrived (I'd assumed it would be OpenReach).

Couldn't do anything, didn't have the tools to lift paving slabs to access the trunking by the BT copper line.

Was told they'd ring to arrange a date I was in.

On Tuesday City Fibre arrived (no phone call to arrange).  The Mrs was in thankfully.

Started lifting paving slabs.  Can't find trunking.

Tried to push rod/cable from BT man hole on other side of cul-de-sac, only goes 1m.

City Fibre left saying will call.

At the moment the Sky side is booked for next Thursday - I don't hold out much hope.

Does anybody have any suggestions?  Is there a reason it was City Fibre and not OpenReach?  OpenReach also provide FTTP in our area.  Not that it really matters I suppose as long as it works 😉

Is it usual for "them" not to be able to find the trunking?  If they can't what are the alternatives?  Obviously the main fallback is to just cancel the Sky order and stick with VM, it's just annoying as they won't match Skys (or anybody elses) prices.

[JimM1]

@AnytimePlus+On+VM You must be in the sky Area where CF is the best and most cost effective for them, so CF are it, and OR are not!

[TimmyBGood]

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@AnytimePlus+On+VM wrote:

Does anybody have any suggestions?  Is there a reason it was City Fibre and not OpenReach?  OpenReach also provide FTTP in our area.  Not that it really matters I suppose as long as it works

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Sky announced a carriage deal with CityFibre in 2024 and has been having customers provisioned over that infrastructure since earlier this year.  The big advantage is that CityFibre can provide both much higher speeds bands (up to a frankly ludicrous 5Gbs) and a much more symmetrical service.

[AnytimePlus+On+VM]

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@TimmyBGood wrote:

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@AnytimePlus+On+VM wrote:

Does anybody have any suggestions?  Is there a reason it was City Fibre and not OpenReach?  OpenReach also provide FTTP in our area.  Not that it really matters I suppose as long as it works

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Sky announced a carriage deal with CityFibre in 2024 and has been having customers provisioned over that infrastructure since earlier this year.  The big advantage is that CityFibre can provide both much higher speeds bands (up to a frankly ludicrous 5Gbs) and a much more symmetrical service.

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I've got no issue with the CF guys themselves, they were realy friendly and explained things clearly.

I did notice the offer of 5GB speeds.  Considering we're happy with the 250mb we've got with VM, but chose 500mb from Sky as it was still, way, way cheaper at £26.  5GB seems a tad excessive, certainly for us 😉

Our cul-de-sac is bricked rather than tarmac, so my suspicion is that they won't want to start digging it up to find/lay trunking as it'll probably be slow and expensive.

I don't know what will happen about trying to get the cable to the house though, I assume this will affect a no. of properties in our cul-de-sac fed from the same BT manhole (there are 2 that I can find in the cul-de-sac).  I will wait for the call - hopefully it'll happen.

Ultimately we might just have to stick with VM and try to get the cheapest price we can.

[Sayek]

@AnytimePlus+On+VM I have been with Virgin Media 5+ years and always found the renewal prices very decent when speaking to retentions team. 

Never really paid more than £25 for M250. I even got a free upgrade to M350 VOLT once as my son has a O2 sim card. The last renewal they offered similar package but I wanted to experiience true FTTP instead of Virgin Media coaxial.

I know people swear Virgin Media is awefull but its mostly Wi-Fi related and as myself using own router never really had any issues but pre-planned street work.

I have been with Sky since late April and seems positive. Now that I have Openreach ONT,  there are many choices of ISP so removed all the Virgin Media cables and wall sockets..not going back to coaxial cable ever again😊