Received email broadband line being upgraded

[suzieh1978]

Hi,

I've received an email from Sky saying my part-fibre line is being upgraded and the current line will be deactivated August 2026, I need to click on the link and chose the full fibre broadband I wish to receive at no extra cost during my current contract and arrange for the upgrade to happen.

I click on the link and the only option available is the current package I am on 'super fast 80' which is still a part fibre package.

I contacted Sky the advisor said the systems hadn't been updated to say the line was being updated and this could take a couple of days and  added a note to the system but to wait and a further email will be sent.

It's been a couple of days now and the system is still showing that I can't upgrade and still have a part fibre line, shall I contact Sky again or do I just go ahead and click on the link to arrange the engineer even though it still states part fibre 

[Chrisee]

@suzieh1978 several people have reported getting similarly confusing emails. The Openreach copper lines used to deliver broadband are not being decommissioned outside a very few areas and won't be for quiteca few years yet.

In practice what is happening is the way the voice line is provided on Openreach lines is changing from being delivered via through the phone socket in your to home to a digital service provided by plugging your phone into the Sky hub. The hub can still connect to broadband via the copper phone line as before. Where a full fibre service has been run you can switch to that if you prefer BUT that requires Openreach (or City Fibre in urban areas) to have run fibre to your road and it sounds like that has not happened. If you live in a rural area it could be some yesrs before that happens you can check on Openreach's plans for your address by using this checker https://www.openreach.com/fibre-checker.

Quite why Sky have sent such confusing messages is unclear a cynic might conclude they want to sell you a new 2 year conract to "guarantee" connectivity.