Sky Ultrafast mismatched information

[metro60]

Hello. I hope that someone could help me with a query.

When I log onto My Sky, the website shows that I currently have the Sky Superfast package (up to 79mb/s) for my broadband. This is correct.  

I have the option to order Sky Ultrafast (up to 145mb/s), which I assume that this uses G.fast.  This option is also confirmed on the openreach.com website when I type in my postcode. FTTP is not currently available on my area. 

However, upon calling Sky, I've been told that the Ultrafast option does not appear on their screen and that Superfast is the highest level of package available. 

I'm calling rather than placing the order on the website, as I'm hoping for a better deal after speaking with someone - fingers crossed! Unfortunately, as the support agent(s) cannot place an order, they're unable to see the offers that might be available for a Diamond VIP customer. 

Can anyone shed any light on the discrepancy? Many thanks in advance for any assistance. 

[cookiemonsteruk]

@metro60 

Could you enter your full postal address below and post the table after removing your address from the image

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[metro60]

 

Hi @cookiemonsteruk. Thank you for getting back to me so quickly. Please see below and let me know if you need anything else. 

[cookiemonsteruk]

@metro60 

Well g.fast is showing green which i assume means available up to the quoted speed its just sky offers the 150Mbps option. I just need to read back over the first post to remind myself who's giving out what info

[Chrisee]

@metro60 G.Fast is no longer being rolled out by Openreach and many isps have apparently stopped selling it. Sky appear to be confused but have always refused to supply if the line looks unlikely to support at least 100Mb/s.

We do know of customers who opted for G.Fast being unable to switch to fibre when that becomes available as Sky decline to do so and hold them to their 18 month contracts. I would think quite hard before switching as to get near 145Mb/s you currently would be getting a solid 80Mb/s on VDSL.

[cookiemonsteruk · Accepted solution]

@metro60 

Ok , i must admit that is a predicament . Give sky a buzz again and ask them why its showing online but not thru the call centres. If they give the same answer then you would just have to place it online

[metro60]

@cookiemonsteruk @Chrisee 

Many thanks to you both for this helpful discussion and information. Much appreciated.