We switched to Ultrafast from Superfast about 4 weeks ago. Initially I rang Sky for a buffering issue with a mini box in our granny flat, I was basically after a WiFi booster (which a sky engineer has since installed for us without having to ask as we have an L shaped property and he said the mini box in the flat would buffer without it). Instead they sold me upgrade to Ultrafast as FTTP (it's not, as we don't have fibre in the street yet, it's FTTC only, so that was Mis-sold) and sky WiFi boost (which I subsequently cancelled when I found out what it was).
we never had issues with Superfast (80/20) and Ultrafast was ok for first couple of weeks, although upload speed is only ever around 10mb at best (used to get 17/18 previously), but for last two weeks it drops the connection constantly throughout the day (about every 20min) and takes about 5min to come back up.
I've had a Sky engineer out (all the engineers who've visited said they wouldn't touch Ultrafast with a barge pole!), he changed the backplate on the openreach phone socket and booked an Openreach visit, they came out and shortened the wire outside our property). None of these made a difference, but both times engineer had left before it went off again. Rebooked Sky engineer (purely according to Sky, so that he could book another Openreach visit quicker than they could), he didn't turn up, so rebooked for next day. 2 engineers came out and decided it was a router issue as all 3 lights go out and came back Amber, only the power light stayed green, they didn't carry the routers, so passed it to another engineer who came back on the Friday evening and swapped out the router and fitted the WiFi booster. Now it's exactly the same, still dropping out, but sometimes the power light on the router goes red as well as the other lights going off. Sky have now passed to Openreach on a 72 hour turnaround, so waiting for them to contact me.
I've asked multiple times to go back to Superfast, but Sky tell me that's not possible, I'm not sure why as they won't explain, is this correct and why?
For some reason Sky are very keen for me to cancel my subscription and go to another provider, that's their solution each time I request to be returned to Superfast, they'll even let me out of contract with no penalties, but I'm reluctant to do this as I don't know what would happen if I now approached another broadband provider, can I go backwards?
in the meantime, Sky & Openreach are blaming each other, with me in the middle, with an unstable broadband service (I can't even reconfigure my Tapo cameras to the new router as they keep coming back with unstable network, even when the broadband is working).
anyone else had this issue and if so, how was it resolved?
one of the Sky engineers suggested I cancel my subscription and renew as a new customer in my wife's name to get Superfast! Is this feasible?
if I go to another provider can I downgrade back to copper?
the nearest cabinet is nearly 400m away from our property according to Openreach (we're the last house in the street) but less than 300m away according to Sky. When it was installed, the first words out of the Openreach guys mouth were "this isn't going to work as you're too far away from the cabinet", but he said he'd try it and see anyway and when he got just above the minimum guaranteed speed at the cabinet he went ahead with it, when I pointed out that it was only in the 90's at the property he said that was ok as you lose some down the line and that 10mb upload speed was ok for what we use it for!
ive raised a complaint with Sky as well (Friday), via email, but typically, had no response so far.
any help with this much appreciated
