Why do Sky not want my custom?

[Jimbobery]

I have been trying for over 24 hours to chat to someone on the online chat but to no avail.  I managed - by some miracle, it would appear - to chat to someone on Monday who told me what speed broadband I can get with Sky at my home.  He stated I could get the £30/140Mb/s broadband.  However, all other providers (and sellers of Sky broadband) state I can only get the 60+Mb/s.  Now I can't chat to someone to see who is right.  

Why do Sky not have a queueing system, enabling people to stay in the queue and informing them of their place and approximate time it would take to deal with them.  As the chat is my chosen method of contact, the fact it is such a chore to chat to someone is making me think would it be worth the hassle should I have an issue with the service at any point.  If Sky don't want people to contact them via the chat then don't provide the option.

[TimmyBGood]

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@Jimbobery wrote:

He stated I could get the £30/140Mb/s broadband.  However, all other providers (and sellers of Sky broadband) state I can only get the 60+Mb/s. 

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140Mbs would require G.fast or FTTP.  60Mbs is typical for FTTC.

The BT Wholesale Availability Checker will indicate what's potentially available at your address over the Openreach network: remove any personal information if you post its output here.

https://www.broadbandchecker.btwholesale.com/ 

[Jimbobery]

Thanks.  My issue was with Sky not being able to contact Sky.  I did get this from that link you provided - thank you - but have no idea what it means!

 

[TimmyBGood]

@Jimbobery 

Could you also post the lower part of the output?

[cookiemonsteruk]

@Jimbobery 

Sky are saying they can supply 150 Mbps g.fast fibre to the cabinet as the status is green

[TimmyBGood]

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@cookiemonsteruk wrote:

@Jimbobery 

Sky are saying they can supply 150 Mbps g.fast fibre to the cabinet as the status is green

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And some other ISPs have ceased offering G.fast entirely (if they ever did) which would account for the lower quoted speeds.

[Jimbobery]

Does this help?

[cookiemonsteruk]

@Jimbobery 

Call sky as below

150 from a sky landline  or

Contact sky as below

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

Answer no to every question until asked about the nature of your enquiry then say something like "broadband sales" and ask for the 150 Mbps g.fast option if thats what you want . However you should also get close to 80 Mbps ordinary sky super fast fttc

[Jimbobery]

Cheers.  Still doesn't explain why they have an unusable chat service.  I'll ring them and ask them the question.

Thanks @cookiemonsteruk and @TimmyBGood 

[Chrisee]

@Jimbobery sky's chat function is only available for certain transactions and buying Broadband is not one of them currently unfirtunately and it is operated by a very small team. I was told last week that there are plans to change that at some point.

Word of warning the G.Fast service you will be buying is a bit of a dead end. Oprnreach have switched to only running out fibre to the premises stopping the G.Fast roll out. If you buy a G.Fast service from Sky you will be held to a 18 month contract even if you road has full fibre run in the meantime which offers Gigabit speeds. This is perhaps why some ISPs have stopped selling G.Fast?

The service over a copper line at G.Fast speeds is easily disrupted by interference and we have seen various reports of issues. While you can use your own equipment the modems for G.Fast are not common so most users stick with the Sky SR204 hub which has one built-in.