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This message was authored by: John607

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

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!


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This message was authored by: TimmyBGood Answer

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

Posted by a Superuser, not a Sky employee. Find out more

@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.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2

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This message was authored by: JimM1

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

@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!

This message was authored by: TimmyBGood Answer

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

Posted by a Superuser, not a Sky employee. Find out more

@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.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2

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This message was authored by: Chrisee

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

Posted by a Superuser, not a Sky employee. Find out more

@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.

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
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This message was authored by: John607

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

Thank you for your reply.

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

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This message was authored by: John607

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

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.

This message was authored by: JimM1

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

@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!

This message was authored by: Chrisee

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

Posted by a Superuser, not a Sky employee. Find out more

@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.

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
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This message was authored by: John607

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

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?

This message was authored by: JimM1

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

@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! 

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This message was authored by: John607

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

Thanks JimM1.

You may well be right.😀

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