Sky can't (won't) upgrade me to WiFi Max

[Pastukh]

I'm on Sky Gigafast. Tried unsuccessfully to upgrade to WiFi Max online. Rang helpline. They said there was an issue for customers on Broadband Boost. They removed Boost, but still couldn't upgrade. Boost can't be restored because it's a legacy product (OK, I save a few quid a month). Now it turns out that because I have one of the old wifi boosters the only way I could upgrade to WiFi Max would be to leave Sky, return my equipment, and then sign up to a new contract. 

Am I alone in thinking this is really poor? I want to stay with Sky, and want their best product (it's still not as good as what EE offers, but loyalty counts for something), but they won't offer it to me because computer says no. (I need to emphasise that the customer service rep I dealt with was absolutely brilliant -- pursued my case tenaciously, stayed in touch, and was frustrated not to be able to help me -- so no complaints on that front).

Anyone else had the same experience and found a way of breaking the impasse?

Thanks in advance.

Sky Gigafast; Sky Glass and Stream; Sky Mobile (two phones); coming up to 20 years with Sky

[TimmyBGood]

@Pastukh 

That sounds unlikely to be the actual reason.  Was your previous Sky broadband service provided over G.fast technology ('up to' 150Mbs on a copper connection)?

[Pastukh · Accepted solution]

No, I've been on FTTP for three years.

I rang Sky again and (no connection with my post) was able after all to move to WiFi Max -- saving £10 pcm to boot. Moral of the story: persist. Also: Sky customer service reps do their job with great humour and understanding -- it's not their fault that systems sometimes get in the way of the resolution they are trying to find.

Case closed.