Why does Sky not offer me an upgrade to full fibre?

[John607]

I have recently had fibre delivered outside my home by City Fibre and no other fibre option is available (Openreach would not provide fibre because I live in a  small private close).

City Fibre have confirmed that my fibre connection is now live and I have been contacted by several broadband providers with offers to switch to their full fibre service. However, when I contacted Sky to upgrade my current Sky part fibre broadband to full fibre, they informed me that, according to their "system", fibre is not availabe at my address. I also tried to upgrade to Sky full fibre online but it also says that full fibre is not available.

Can anyone explain why this is and how I might proceed?

P.S. For information, City Fibre do not provide contact details and instead say that any queries should be directed to my broadband provider. Not helpful!

[JimM1]

@John607 Your current contract with sky on the service that you have, OR based fttc does it have a long time to go in the 24 month period!

Do you also per chance use and have connected a landline phone to your current service!

[TimmyBGood · Accepted solution]

@John607 

Sky has recently started offering their branded service over CityFibre infrastructure, but are typically rather slow to update their sales database with newly provisioned addresses.

[Chrisee]

@John607 Siy's database os often slow to update with new availability and currently only a few  of ther agents can handle City Fibre orders either or both could be the cause. Leave it a week or so and it may get resolved.

[John607]

Thank you for your reply.

I am currently out of contract with Sky and also have my landline with them.

[John607]

Thank you to all those who have taken time to reply to my query.

IT appears that time may be the healer of my woes so I will b epatient and try again in a while.

[JimM1]

@John607 Landline phone may be the issue then as trying to get that may only be available through OR systems and not available as a CF option!

[Chrisee]

@JimM1 As far as we have been told the digital voice line solution Sky provides via the hub works on both Openreach and City Fibre lines. It is Sky's servers which are housed in regional points of presence that split off the voice traffic its not done at the exchange.

[John607]

Thanks again to all who responded to my question.

As an update, I have just spoken to Sky and have been informed that I should by now have received an invitation to upgrade to full fibre bearing in mind my fibre connection went live three weeks ago.

The only reason they can see for my address still showing as "fibre connection not available" is that Sky senior management may still be debating whether or when to roll out full fibre broadband in my area.

This seems odd since Talktalk and several others wrote to me on the day my fibre connection went live to invite me to switch to their full fibre broadband.

Can it really be true that Sky have yet to decide whether they want my custom?

[JimM1]

@John607 LH/RH syndrome, closed doors. mushroom management, maybe they want, maybe they don't, conflicted OR/CF two masters do we want to upset one and not the other, yadah yadah xmas is around the corner! 

[John607]

Thanks JimM1.

You may well be right.😀

[aac74]

I'm in the same boat, had SMS, email and whatsapp from sky asking me to upgrade to FTTP, but then told I can't have it as it is a CityFibre only area! All my neighbours are laughing at me, they are getting FTTP while I am stuck on FTTC. Every day a new one is getting FTTP put in and I feel like the biggest idiot in the world for renewing my contract with Sky in May, thinking FTTP was just around the corner - I had read that Sky announced that they would be on Cityfibre a year ago!

[aac74]

If you are out of contract, the world is your oyster. I would switch to Vodafone FTTP with voice.

Ofcom have made moving your landline number between the top tier ISPs very easy.

During the online signup you will be asked if you have a number you want to move (or if you want a new number) and it will be live with your new router on go-live day.

Vodafone 150Mbit and 910Mbit prices are as good as anyone.

[TimmyBGood]

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@aac74 wrote:

I had read that Sky announced that they would be on Cityfibre a year ago!

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Sky has been provisioning their branded broadband over CityFibre infrastructure for several months, but apparently doesn't have complete availability over all the CityFibre network.

[aac74]

It isn't a provisioning issue because sky is offering CityFibre at my address if I were a new customer! Sky on CityFibre IS available for my address, they just will not give it to me as an existing FTTC customer!