sky says broadband not available my address andi am already on it with sky

[sheila07]

my contact runs out in three days when i click on view options it says that sky broadband is not available for my address even though i am already on it - using the service to type this message for help ?

[Highlinder]

@sheila07  Are you trying re-contract or upgrade your broadband when you go looking?

[cookiemonsteruk]

@sheila07 

Strange issue but not unheard of when doing it online

You will need to call sky on 150 from your landline

[sheila07]

Thanks for trying to help - not looking to upgrade - when I run the test it says broadband ok but when I click on options it says not available my address. I have cracked and phoning them in queue for at least half an hour🤷

[Chrisee]

@sheila07 there are various possible reasons one thst comes up quite frequently is where the fibre cabinet is currently fully sold and there is waiting list which Sky dont offer. 

[cookiemonsteruk]

@Chrisee 

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@Chrisee wrote:

@sheila07 there are various possible reasons one thst comes up quite frequently is where the fibre cabinet is currently fully sold and there is waiting list which Sky dont offer. 

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Do openreach cease and reprovide an line even when it relates to the same customer renewing/recontracting . I wonder what happens if the customer just accepts a rolling contract at the full undiscounted rate

[Chrisee]

@cookiemonsteruk to be honest I am not sure but its a possibilty, certainly switching isps is a cease and reprovide and if its a full cabinet a definite way to end up with an ADSL.

@sheila07 enter your full address in this checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome if you post the result we can see what is the position.

[blasteranster]

Go further down the same page there is another renew button that

works

[KevNewMedia]

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@cookiemonsteruk wrote:

@Chrisee 

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@Chrisee wrote:

@sheila07 there are various possible reasons one thst comes up quite frequently is where the fibre cabinet is currently fully sold and there is waiting list which Sky dont offer. 

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Do openreach cease and reprovide an line even when it relates to the same customer renewing/recontracting . I wonder what happens if the customer just accepts a rolling contract at the full undiscounted rate

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We don't no, that'd cost quite a bit for no gain at all @cookiemonsteruk 

The most that'd be done, would be a re-grade if the product that you were on was a legacy profile and we'd be moving to a newer package.

[cookiemonsteruk]

@KevNewMedia 

So the line is ceased and reprovided on renewal/recontract ? .  Even someone who moves to a rolling gets the line taken away if they move to a rolling monthly contract?

Apologies , just trying to get my head round this.   Has happened to a few customers more recently and i don't recall it happening before 👍

[KevNewMedia]

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@cookiemonsteruk wrote:

@KevNewMedia 

So the line is ceased and reprovided on renewal/recontract ? .  Even someone who moves to a rolling gets the line taken away if they move to a rolling monthly contract? Nope, I was saying that a cease/re-provide wouldn't be beneficial. The most that can happen, is that say you are on a really old package on FTTC and you switch to a newer one that has a better upload for example, we'd regrade the line. Regrading is an order placed with Openreach to change the profile, it doesn't cease the line.

For this particular customer, is sounds like we are either sold out, or cannot provide FTTP to change to.  If FTTP is available for the property (usually a new service for the area) and we don't have the backhaul, again this can happen.

Apologies , just trying to get my head round this.   Has happened to a few customers more recently and i don't recall it happening before 👍 No probs at all - I hope it helps

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[blasteranster]

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@KevNewMedia wrote:

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@cookiemonsteruk wrote:

@KevNewMedia 

So the line is ceased and reprovided on renewal/recontract ? .  Even someone who moves to a rolling gets the line taken away if they move to a rolling monthly contract? Nope, I was saying that a cease/re-provide wouldn't be beneficial. The most that can happen, is that say you are on a really old package on FTTC and you switch to a newer one that has a better upload for example, we'd regrade the line. Regrading is an order placed with Openreach to change the profile, it doesn't cease the line.

For this particular customer, is sounds like we are either sold out, or cannot provide FTTP to change to.  If FTTP is available for the property (usually a new service for the area) and we don't have the backhaul, again this can happen.

Apologies , just trying to get my head round this.   Has happened to a few customers more recently and i don't recall it happening before 👍 No probs at all - I hope it helps

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I have the same issue on the web page when trying to renew my contract not available at my address. Checked the cabinet and it is not full. BT Broadband (btwholesale.com)

[cookiemonsteruk]

@KevNewMedia 

Thanks. Yes all sorted . My brain has managed to get its grey matter around this one 😁👍

[KevNewMedia]

For clarity, if you are renewing your contract and keeping the same package, searching for what's available at your address doesn't matter. It's only if you wanted to upgrade and we couldn't provide this, it'd matter.

EDIT: To stay on the current package, you can select the package in the email we send the month before you're ready to renew, or in My Sky against the package.

[Totalwar2]

I have the same issue.I currently have sky broadband for quite a few years.If I check if I can upgrade my speed.I get this message.

" sky broadband is not available for my address"

I get this message from Sky app or on sky web site.