It seems I may have finally made a breakthrough with Sky today, following a call back from one of their managers within the past 15 minutes.

Interestingly, they confirmed their staff were trained and advised (in accordance with new OFCOM guidance - see below) to ideally NOT sell Sky Max Broadband (the white router) to customers with Sky Q, due to being aware of technology (Mesh) and compatibility issues between Sky Q and the Max routers.

Unfortunately, they claim their system does not allow for them to request a 4.2 (black) broadband router, so they've booked for another broadband engineer to attend my property tomorrow between 10-12 and told me to ask the engineer to change my Max (white) router for the 4.2 (black) router, which they should all carry in their vans. I'll let you know if I have any luck!

The new guidance by OFCOM released on 13th December 2023, clearly states and details:

New industry guidance

To improve consumer understanding, we have decided to issue new industry guidance. In summary:

• providers should give a short description of the underlying network technology of each broadband product using one or two terms that are clear and unambiguous, such as ‘cable’, ‘copper’, ‘full-fibre’ or part-fibre’. These descriptions should be offered at point of sale on the website, and before the final purchase in contract information, and in the contract summary;
• the term ‘fibre’ used in isolation is ambiguous, so it should not be used on its own to describe the underlying broadband technology. This would mean, for instance, that ‘full-fibre’ (or a similar term) is only used to describe networks which use fibre-optic cables all the way from the exchange to the home. Similarly, ‘part-fibre’ (or a similar term) would describe those services with a fibre-optic connection from the local exchange to the street cabinet and then usually a copper wire connecting the street cabinet to the customer’s home; and
• providers should give a more thorough explanation of the underlying broadband technology - for example through a link - so that consumers can understand in more detail what it means for them. This information must be provided in an accessible form that is easy to understand.

This information is important because the different underlying network technologies can have implications for performance. Notably, on the Openreach network, FTTP can provide a more reliable service than FTTC, as it is less prone to faults. The new guidance will apply from 16 September 2024, giving broadband providers nine months to implement the necessary changes.

Today’s guidance is designed to address customer confusion surrounding the different network technologies underpinning broadband services. By requiring clear, straightforward information on network technologies, consumers will have a better understanding of the characteristics of their broadband service, so that they can compare services more easily and choose the best one to meet their needs.

Ofcom (the UK's communications regulator) has specific expectations for providers regarding the technical details and information they provide about their broadband products. These expectations are designed to ensure transparency and help consumers make informed choices. Providers are expected to: (The points in BOLD below are particularly interesting and relevant)

• Use clear and unambiguous terms:
  They must describe the underlying network technology (e.g., "full-fibre," "part-fibre," "cable," "copper") using specific and easily understandable language, rather than relying on vague terms like "fibre" alone. 
• **Provide detailed explanations**:
  A short, clear description is not enough. Providers must also offer a more in-depth explanation of the technology, potentially through a link, allowing consumers to understand what it means for their service and what to expect. 
• Offer information at the point of sale:
  This information should be available during the online sales process, particularly when a customer is entering their details to check service availability. 
• **Ensure accessibility**:
  The information about the underlying technology should be presented in an accessible format, easy for consumers to find and understand, both on the provider's website and in contract information. 
• Avoid misleading terminology:
  Providers should not use the term "fibre" on its own to describe any broadband service; they must be specific about whether it's full-fibre or part-fibre. 
• **Provide information on all broadband services**:
  All broadband services listed on a provider's website should have clear, accessible information about the underlying technology. 
• Offer explanations of consistent terms:
  If providers use specific terms to describe their technology, they must provide clear explanations of what those terms mean. 
• Ensure transparency in contract information:
  This includes clear and comparable information on prices, tariffs, terms and conditions, and any charges for ending a contract. 
• Provide information on quality of service:
  Providers should also give information about the levels of service offered to small and medium-sized businesses. 

By adhering to these expectations, Ofcom aims to empower consumers to compare offers and make informed decisions about their broadband services.