Ultrafast Upgrade

[Benny-Charlie]

Hi, I spoke to a Sky adviser yesterday as my contract was due to end. I have upgraded to Ultrafast (I'm basically changing from the 50 Mbps package to the 100 Mbps package). When will I get the change of speed? I have FTTP so was kind of expecting it to happen today!!!

[Highlinder]

@Benny-CharlieWhat information is in track orders in my account regarding your speed change?

[Benny-Charlie]

It says no orders in progress. 

[Benny-Charlie]

@Highlinder 

It says no orders in progress (sorry, I wasn't sure if I need to tag your name or not)!!

[Highlinder]

@Benny-CharlieCould you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[Benny-Charlie]

@Highlinder 

http://192.168.0.1/sky_system.html

I can't get it to copy!!!!

[Highlinder]

@Benny-CharlieAre you able to take a screenshot?

[Benny-Charlie]

@Highlinder How do I post a screenshot on here? 🤦

[Highlinder]

@Benny-CharlieWhen you open the message box to post a message if you look at the top you will see icons. There is one that looks like a camera,click on that and find the picture you would like to post and wait for it to be checked.

[Benny-Charlie]

@Highlinder I have different icons on my phone to my tablet!!! Anyway it says the type of file is not supported so I can't post my screenshot either. I guess we'll just have to give it up as a bad job but thank you for trying to help.

[jamesn123]

@Benny-Charlie 

What does it say if you run the test in the my Sky app?

How are you testing your speeds at the moment?

[Benny-Charlie]

@jamesn123 I spoke to Sky on Twitter yesterday and she said it takes around 10 days to get to the right speed, so last night around midnight I was up to 90 Mbps but strangely enough this morning I'm back down to 40 Mbps which is slower than normal!! Hopefully at some point in the next couple of weeks I'll get the faster speed during the day 😂

[TimmyBGood]

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@Benny-Charlie wrote:

@jamesn123 I spoke to Sky on Twitter yesterday and she said it takes around 10 days to get to the right speed,

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That's only for copper-based products: it's the Openreach DLM 'training period' which doesn't apply to FTTP.

[Benny-Charlie]

@TimmyBGood it wouldn't be the first time I've been fed a load of rubbish!!! We definitely have FTTP. I'll just have to see how it goes, trying to speak to someone takes forever!!!

[TimmyBGood]

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@Benny-Charlie wrote:

We definitely have FTTP.

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With an ONT on the wall?  Your symptoms sound more like Ultrafast using G.fast (over copper to a 'phone' socket), particularly when you said  'I'm basically changing from the 50 Mbps package to the 100 Mbps package'.