Retentions have promised full fibre

[ThoBla]

Hi. I've been out of contract for some time, with just Ultimate TV and stuck with 36 Mbs BB due to no full fibre in my street and VM duct blocked. Monthly payments going up to £110pcm from Jul'26, so was ready to go for Three Home BB (5G) to cut costs and get better download speeds.

However, retentions advised that full fibre available to my address in next 2-3 months. He dropped price down to £71pcm and deal would be provided when full fibre taken up by me. I asked several times about guarantee of actually getting full fibre in that timescale. I can't see anything on Openreach to say it's due by then.

I took up the offer with it being a 24 month deal. Now thinking, can retentions really see a timeline of installation of FF? A bit concerned that I'm going to be tied into this contract but not getting FF.

Anyone been in this situation before, did it actually happen or not or should I query the guarantee before I'm stuck on 36 Mbs again for the foreseeable?

Cheers

Tony

[TimmyBGood · Accepted solution]

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@ThoBla wrote:

However, retentions advised that full fibre available to my address in next 2-3 months. He dropped price down to £71pcm and deal would be provided when full fibre taken up by me. I asked several times about guarantee of actually getting full fibre in that timescale. I can't see anything on Openreach to say it's due by then.

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Any individual ISP will only have information on the national FTTP rollout which Openreach has released to everyone, and absolutely shouldn't be offering guarantees about timescale.

[ThoBla]

@TimmyBGood Thanks for the prompt reply. Sounds like a call is in order to retentions again tomorrow.

[ThoBla]

Just off the phone with Sky.  Complaint now raised regarding the information I was provided with last Friday.  So, Retentions agent basically failed to note anywhere on record that I would be agreeing to new 24 month contract only due to him stating I would be receiving Full Fibre within next 2-3 months, even with me asking several times to get this noted on my records.  Additionally, he mispriced my TV package by an increased amount of £7.49, again after me getting him to quote what I was getting.

Really unhappy with this, so jumping ship on the BB side of things to 3 Home Broadband 5G.

TV package may go too as £41 gets me Sky Signature £31.50, Ultimate TV Pack £5.50, Boost to Netflix Standard £7.49 and Sky HD £4.00.  Looking at Now TV and Netflix separately.  I already have Paramount+ and Apple TV.

Thanks again @TimmyBGood for your advice otherwise, I could have been tied into another 2 years on the basis of duff information.