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Discussion topic: Trying to upgrade to gigafast

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This message was authored by: pablitoaimar

Trying to upgrade to gigafast

When attempting upgrade via my sky account, I am informed I am on the fastest product available (ultrafast) 

 

However i have full fibre capability in my area. 

 

Puzzlingly when I attempt to sign up as a new customer (using my neighbours address) I am able to select this package.

 

Am I missing something? 

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This message was authored by: Chrisee

Re: Trying to upgrade to gigafast

Posted by a Superuser, not a Sky employee. Find out more

@pablitoaimar is your current Ultrafast service delivered over copper? If so unfortunstely Sky wont offer an upgrade even if full fibre is now available. 

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by: Mini+Mo

Re: Trying to upgrade to gigafast

Nothing new, probably Openreach records not up to date.

I got same problem with G Fast, I can't get it, but my neighbour 40 mtrs away can get 250Mbps, & we are on same pole,etc...

What do you get on OR's FTTP checker.

 

And you need fibre to your house for Ultrafast (Sky Gigafast) Full Fibre .

 

https://www.openreach.com/fibre-broadband

This message was authored by: stevet.uk

Re: Trying to upgrade to gigafast

Following this, too. Having the same issue. Virgin Media have installed their fibre network in the whole of our borough and I'm out of contract in one month so I'm weighing up my options - Sky won't show me a faster option than the one I am on at the moment...

This message was authored by: Chrisee

Re: Trying to upgrade to gigafast

Posted by a Superuser, not a Sky employee. Find out more

@stevet.uk until Openreach lay full fibre to your road Sky will be unable to offer faster speeds so switching to Virgin if you need better speeds make sense but dont fall for the hype that everyone needs 1+ Gigabit connections in practice unless you have more than 5 users you will only ever use a fraction of that bandwidth.

@pablitoaimar & @Mini+Mo you can see what services Openreach can supply to ISPs like Sky by entering your full address into this checker DSL Checker If you want help in interpreting the results post it in the forum but remove the reference to your address first. By definition that record cannot be "out of date" as if a product isn't listed say because fibre has been laid but not yet been commissioned you can't order the service. It can take anything from a month or more between the fibre being run to a road before the service goes on sale. 

 

There is a particular issue with Sky who have sold Ultrafast 1 over both full fibre and copper (G.Fast) where a customer has the copper service there is no way for them to switch to upgrade to faster service when full fibre becomes available at their address. The only way is for the customer to leave Sky and order from a different ISP and if they do this while in the minimum contract they will have to pay cancellation charges. Customers on full fibre can upgrade at any time.

 

This restriction makes G.Fast a blind alley for many customers. Not many isps still sell G.Fast for example EE/BT stopped last year I personally expect Sky to drop it soon themselves.

 

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by: Mini+Mo

Re: Trying to upgrade to gigafast

@Chrisee  Thanks, DSL Checker was the one I couldn't remember last night.🤔

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This message was authored by: pablitoaimar

Re: Trying to upgrade to gigafast

Thanks for the replies

 

It seems very strange that sky will not offer the service to existing customers.

 

I spoke to sky through the messaging service and was not really able to determine why this was the case.  

 

I was essentially gas lighted into thinking the service itself was not available to the property.

 

When I mentioned that various checking services confirmed it was available, it was available to select when checking other providers, and also that I was able to select the service using my upstairs neighbours address as a new customer, I was told this was a technical glitch.

 

Very bizarre that I'm going to have to leave sky ( I'm out of contract anyway) to get the service. 

This message was authored by: TimmyBGood

Re: Trying to upgrade to gigafast

Posted by a Superuser, not a Sky employee. Find out more

@pablitoaimar wrote:

 

 

It seems very strange that sky will not offer the service to existing customers.

 


One factor is that where an ISP has had to pay Openreach to installation G.fast, it will naturally be reluctant to incur another fee to move the address to FTTP: this could mean that the account becomes loss-making over a minimum contract term

 

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
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This message was authored by: pablitoaimar

Re: Trying to upgrade to gigafast

If that is the case then why not apply additional costs and make the decision the customers? 

 

Either way it doesn't make any sense to be so unclear to the customer. All it does is serve to waste everyone's time and create bad feeling. 

This message was authored by: TimmyBGood

Re: Trying to upgrade to gigafast

Posted by a Superuser, not a Sky employee. Find out more

@pablitoaimar wrote:

If that is the case then why not apply additional costs and make the decision the customers? 

 

I suspect there's no mechanism to do so, particular where Openreach incurs additional cost themselves.

 

Either way it doesn't make any sense to be so unclear to the customer. All it does is serve to waste everyone's time and create bad feeling. 

 

Yes, it's unfortunate that the Sky order system doesn't give a sensible response: we've raised this as a issue elsewhere.


 

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by: mormegil

Re: Trying to upgrade to gigafast

It’s basically a system glitch, as both Gfast and fttp use VoIP voice services the computers are fooled into thinking the customer already has the service so fails when trying to upgrade the service rather than replacing it

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