new install want upgrading

[Arixel1]

Hi

Just had a new install of fttp on signup I took the 145mb and wish I had the 500mb when I try to upgrade my account it just says you have the fastest speed already but I know you have the 500 and 900 as I was offered it. is this just because I have only had the new install a couple days?

thank you

Natalie

[peter-marlow+1966]

We are just customers on  here , you need  to ring  sky about this 

[Arixel1]

thank you will do 🙂

[TimmyBGood]

@Arixel1 

If you were provisioned on G.fast rather than FTTP then the message is correct.

Does your Hub plug into a telephone wall socket (no lights) or an ONT with lit LEDs?

[Arixel1]

hi

they removed the box and fitted a new one with lights on and is power install guy had to fit a new line from pole

[TimmyBGood]

@Arixel1 

OK: that suggests FTTP and speeds up to gigabit should be available.  It could be that the additional bands don't appear until after the end of the cooling off period.