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

[John607]

That is very interesting.

In my case, I am an existing FTTC customer have been a Sky broadband customer for 23 years.

Sadly, it appears that the only way for me to get full fibre is to move to another provider.

Vodafone here I come. 😞

[John607]

Just for information, I am out of contract with Sky, but they still refuse to provide FTTP.

This seems like an act of self-harm on their part.

[JimM1]

@John607 Did the same last year, spent 1 Year in the EE wilderness and back again to sky and after not as long as you but 20years a sky customer, now back at the begining but who cares about that, they say 1, i say 21 and i know better!

[John607]

Thanks aac74

I have just tried applying for full fibre broadband at my address as a new customer and they are happy to provide it, however, when I try as an existing customer albeit out of contract, the computer says "NO".

Being treated as a second class citizen by Sky because I am an existing customer is really rubbing salt into the wound.

Interestingly, Rise Fibre are currently offering me 150Mb/s full fibre for £19 a month and 1Gb/s for £24 per month. Plus I would get the first 3 months free. Hopefully, Sky will have come to their senses by the time the 24 month contract completes and I may consider coming back.

Is anyone from Sky senior management listening to this thread?????

[aac74]

There must be many people in this position, existing Sky FTTC customers, but Sky will only offer FTTP to them as new customers because it is a CityFibre-only area. They still haven't set up their back-end system to handle Openreach FTTC to Cityfibre FTTP migrations?

[Chrisee]

@aac74 who told you this as the information Sky have shared with forum super users is that the problem has been resolved.

[aac74]

Sky broadband customer service on **** ***1018

Rang them on 5th September, said they would get back to me, but they never did!

[Chrisee]

@aac74 I would ring again as I think there could be an issue with your account set up or the database has a glitch as I checked with a Sky contact who confirms you should be able to order once the computer says no issue is cleared. 

[aac74]

Yep, called sky again, the computer still says no.

The customer service agent looked at the CityFibre website and confirmed that Sky on CityFibre is available at my address. But they can't give it to me! The ticket that was raised when I called before has not been resolved.

Their systems for Cityfibre do not seem to be working correctly as they have sent me an email, SMS and WhatsApp asking me to upgrade to FTTP. Or do they just send these out regardless of whether their system can upgrade you?