paid for wifi upgrade, week and a half later has not been activated

[Scrxwloose]

hi, im wondering if anyone can help me with this as getting through to someone on the phone is impossible

i have been with sky for almost 3 years and have had sky full fibre 150 until i upgraded to full fibre 500 on the 23rd October. I tried doing this over the phone and she quoted me £41, then I upgraded on my pc for a cost of £37 instead. I was told on the phone by a second woman that I spoke to update them on my package and confirm it that it would take 24 hours to update to 500. This was not the case and it is now the 31st and I'm not even reaching my average 140mbs speeds and they have decreased to 117mbs. My package was not upgraded and I called them a third time on monday or tuesday and he told me that it was openreach's fault, however it wasn't because I already have sky wifi. He then told me that to activate it, he needs to cancel my order, reactivate it, and then talk to engineers to activate it which will take him a further 5 working days meaning I've had a total of two weeks on this new contract I'm paying for that I haven't even been able to use because no one has confirmed or activated it after I upgraded.

I can not reach anyone on the phone to understand it because they try to sell me Wifi Max which i don't want or need, or try to sell me a mobile phone contract. I would just like to have my sky full fibre activated. 

[Scrxwloose]

This has still not been seen to or updated, the person who was meant to be fixing this keeps sending me texts and extending it. It should not take two weeks or 5+ working days to cancel, and reapply a wifi package to my account to activate it after stating it would be activated within 24 hours.

[TimmyBGood]

@Scrxwloose 

For clarity, it's more helpful (and accurate) to use the term 'broadband' rather than 'wifi' in this context.

If you already had FTTP then this should be a simple upgrade, but going from G.fast to FTTP would be a whole new installation.

[Scrxwloose]

sorry about that,

yes it should have been a simple upgrade on the wifi package because sky full fibre 150 and 500 are within the same on the broadband router i was provided, they said i didn't need another reinstallation or to do anything because it would update within 24 hours.

[TimmyBGood]

@Scrxwloose 

And the router is plugged into an ONT rather than a wall socket?

[Scrxwloose]

yes this was installed almost 3 years ago

[Chrisee]

@Scrxwloose you have not ordered an upgrade to WiFi which is the connection from the hub to your devices in your home it is the full fibre broadband connection that is being upgraded. Faster broadband may help improve wifi speeds in your home but that is not guaranteed. To test broadband speeds do not rely on a device using WiFi instead use a device connected by an ethernet cable 

[Scrxwloose]

my broadband contract ended this month so i upgraded my broadband package deal from sky full fibre 150 to sky full fibre 500, these use ONT installation which is salready installed at my property. The person on the phone clearly stated to me that I do not need to do anything, i do not need a new router, i do not need a new installation. I can't even check my wifi speeds because my broadband package hasn't even been activated which is what I've explained, and this keeps happening and they keep pushing the date back of it being investigated/escalated. I can't test or do anything with my wifi because it's not even activated.