Unable to order upgrade to FTTP despite checkers saying good to go.

[Panav07721]

I have has Sky ADSL for many years and have been waiting for FTTP.

I now find I cannot place order for FTTP upgrade even though checkers recently changed to say available.

Anyone else had this issue? Just wondering if I am being impatient!

History.

Finally last summer work started to install FTTP infrastructure in our road.

After many gaps and visits the OpenReach Connectorised Block Terminal appeared on our poles couple of months ago. (why it takes so long I have no idea).

After couple of weeks the OpenReach fibre checker said our address was now FTTP enabled.

Sky checker said not available. I rang customer support and they said waiting for the IP telephone block to be allocated and would send upgrade offer when available, likely in 2-3 weeks.

After couple of weeks received email from Sky with offers if I upgrade. Also Sky checker (when not logged in) also says FTTP available. However...

If I follow email link and login to Sky account the order process either says I am already on fastest availale or even says Sky broadband not available. Been like that for couple of weeks.

Rang customer services and if they try and load an order the process stops the same.

Passed to broadband technical support and they agree it should be available but they can't figure out why system won't let me update.

Suggested I try again after the 24th of each month as that is when the OpenReach/Sky databases sync/update.

The lack of a reason is frustrating as is the fact the quality of the ADSL link has dropped several times in last few years. I am starting to think about paying off last few months of contract to try another supplier though I fear they would just be in same boat.

Anyone seen anything similar, got any ideas?

[Highlinder]

@Panav07721  From the time that work was done in my area for FTTP it did take around 6 weeks for Sky to catch up and enable myself to see that I could order FTTP. Before that when I called up the person I talked to even tried to do the oder as a new customer, but no joy and so had to wait a little longer and then was able to order and save a bit of money at the same time.

I would just keep an eye on using the link below to check when it shows as available to you to order.

https://www.sky.com/broadband 

[Panav07721 · Accepted solution]

Some 7 weeks after first contacting sky the issue has been resolved.

It looks like it was due to the duplicate addresses/circuits in the OpenReach database.

https://www.broadbandchecker.btwholesale.com

The original address/circuit showed FTTC/ADSL/etc available.

The new address/circuit showed FTTP available but NO copper.

OpenReach have not deleted the duplicate circuit/address, but over the weekend they have amended my original address/circuit to show FTTP is available.

The btwholesale and sky myaccount checkers now all show FTTP available 😀

NOTE. the address shown on My Sky account is irrelevant. The broadband account is linked to circuit not address. This created many false starts with the Sky support staff.

Most of the 7 weeks was getting Sky to contact OpenReach then waiting for the reply from what turned out to be the wrong department.

Don't accept the "databases" only syncs once a month on 24th standard answer. This OpenReach change looks to have occurred within 5 days of right department being contacted and was visible today, Monday 14th.

[Chrisee]

@Panav07721 glad you got it sorted these database errors are a pain to get fixed. Hope the order goes through smoothly now.

The CS reps do love to use a stock answer like it only gets updated monthly when the truth is updates are far more frequent Another is the 14 day settling time for all connections when it only really applied to ADSL.

[TimmyBGood]

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@Panav07721 wrote:

It looks like it was due to the duplicate addresses/circuits in the OpenReach database.

https://www.broadbandchecker.btwholesale.com

The original address/circuit showed FTTC/ADSL/etc available.

The new address/circuit showed FTTP available but NO copper.

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Our entry showed FTTP availability against an entry containing the house name, but none with just the house number.  The BT Broadband solution was for us to 'move house' while remaining in place.

[Panav07721]

It was suggested but Sky were against "moving house" as would be a gap between canceling the old broadband and getting the FTTP installed.

I may have missunderstood but I think issue was they could not raise a new order against an existing circuit allocated to Sky until it after it was cancelled, so they could not arrange for installation and cancelation on sameday.