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Anonymous
(Unregistered)Thu 17-May-12 16:21:58
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Sky fibre problem


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Hello

I have just tried to place an order for Fibre BB with Sky and I've run into a problem. Apparently, Sky cannot provision this service because I migrated my line from BT to Sky about three years ago. They say they are working on a 'fix'. Does anybody know anything about this? More importantly will all providers run into the same problem?

Thanks for any advice

Steve
Standard User ukhardy07
(experienced) Thu 17-May-12 16:36:33
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Re: Sky fibre problem


[re: Anonymous] [link to this post]
 
I don't see what the problem is

I migrated my line from BT to sky a while back and still got fibre.

Try to order here http://www.sky.com/shop/customer-shop/broadband-talk/

On fibre broadband click the get it now
Administrator MrSaffron
(staff) Thu 17-May-12 16:47:26
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Re: Sky fibre problem


[re: Anonymous] [link to this post]
 
Which speed fibre did you try and order?

40 Meg should be no issue
80 Meg Sky are being a bit odd with this one. (Only Sky though)

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.


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Anonymous
(Unregistered)Thu 17-May-12 16:53:38
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Re: Sky fibre problem


[re: MrSaffron] [link to this post]
 
TalkTalk are also being odd like Sky - 80/20 is new customers only and the Talk Talk site says "early summer" for current customers.

h
Standard User ukhardy07
(experienced) Thu 17-May-12 17:13:50
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Re: Sky fibre problem


[re: Anonymous] [link to this post]
 
I managed to get it though being an existing customer. I had full LLU with phone, line rental and broadband + TV with sky.

I did order when it was still in trials though, actually. hmmm..

I've even been getting emails asking me to 'upgrade.' The emails point me to here
http://www.sky.com/shop/broadband-talk/fibre-optic/

Under exisitng customers click 'Sign in to upgrade'

It then lets you add it to the basket.

Cancellations always have special rights also... Might be worth going through to them and explaining that you are thinking of going elsewhere as sky wont offer you the fibre service even though it's available.

I think they will automatically offer you it. Give it a shot, go through to cancel. Best advice I can offer if you are unable to get it via the normal channels. It definitely can happen and can be done.

Edited by ukhardy07 (Thu 17-May-12 17:17:29)

Anonymous
(Unregistered)Thu 17-May-12 23:22:10
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Re: Sky fibre problem


[re: MrSaffron] [link to this post]
 
Hi Andrew

Just trying to order the normal 40/2 service (I will only get 30meg down anyway). Spent an hour on the phone with Sky whilst they tried to place the order, but no luck. They say it will be July before this issue is fixed.

Steve
Standard User adebov
(eat-sleep-adslguide) Thu 17-May-12 23:50:01
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Re: Sky fibre problem


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
I don't see what the problem is

I migrated my line from BT to sky a while back and still got fibre.

Well it would be a bit peculiar (for Sky to be unable to provide Sky FTTC to people who already have their 'phone from Sky).

Ade

vDSL2 FTTC Infinity with BT
DL Sync 80Mbps
UL Sync 20Mbps
Standard User ukhardy07
(experienced) Fri 18-May-12 00:13:29
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Re: Sky fibre problem


[re: Anonymous] [link to this post]
 
There are definitely a few issues with getting the sky fibre unlimited pro for existing customers.

With regards to the 40/2 mbps product everybody can get it.

I think there might be a technical issue stopping you.
Anonymous
(Unregistered)Fri 18-May-12 00:48:24
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Re: Sky fibre problem


[re: ukhardy07] [link to this post]
 
Sky have said this is a known technical issue. The person I was talking to seemed well clued up and was adament that they could not proceed with the order for the present. I was really trying to establish whether I could place an order with another provider? To put it another way is the issue confined to Sky? Has anybody else been rejected by Sky because of a previous line migration to themselves, but gone on to order from another provider? I'm seriously considering ordering a second line, getting FTTC BB on it then dumping my existing Sky line (which has Xilo LLU on it). Is this overkill? Perhaps I should just wait for Sky to fix the issue. Ok, too much waffle, any thoughts appreciated.

Steve
Standard User speedyrite
(regular) Fri 18-May-12 08:19:12
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Re: Sky fibre problem


[re: Anonymous] [link to this post]
 
From what I have read elsewhere, I would think the issue is confined to Sky and that an order for FTTC with another provider would succeed.

They seem to be having issues with their internal systems at the moment, which is leading to niggling problems such as e-mails being sent out to people who pre-registered and have already got Sky FTTC telling them it's not available to them, router not being sent out to customers who have ordered FTTC in time for installation etc.

On top of this, there also seem to have been problems with failed installation due to BT OR no-shows (which is probably due to problems between Sky & BT OR systems) which has naturally angered people, and there appear to be some people who seem to be having "half-speed" issues for which a root cause has not yet been fully identified.

Existing Sky FTTC customers cannot upgrade to the 80/20 product until June (or is it July?!) and there is no sign of 40/2 becoming 40/10 at present (allegedly it will not but there's no official information on this).

Having said all of the above, I've had Sky FTTC for about 3 weeks now - no problems with ordering and installation and so far I'm happy with it. But I was prepared to go with Plan B if Sky had not opened up for ordering when they did or if my order had failed, because my cabinet had been enabled for quite a while and I felt that I had waited long enough for them to come to market with a product.

Edited by speedyrite (Fri 18-May-12 08:21:57)

Administrator MrSaffron
(staff) Fri 18-May-12 09:30:17
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Re: Sky fibre problem


[re: speedyrite] [link to this post]
 
After a little thinking I suspect the issue is this

Sky WLR and broadband elsewere, to Sky full LLU with fibre is a transition too far for their billing system to handle at present.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Anonymous
(Unregistered)Fri 18-May-12 11:41:45
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Re: Sky fibre problem


[re: MrSaffron] [link to this post]
 
Yes, that was my conclusion, not a 'true' technical issue at all! To be honest I would wait for Sky to fix this, but have read that cabs have been known to reach capacity - is that true? Thinking about my plan to install a second line, if I wanted Sky FTTC on this it would have to be a Sky line. Unfortunately I have heard Sky will not provision a second line if your first line is with them? Anyone know if this is really the case? Am at a loss now as to which way to turn.

Steve
Anonymous
(Unregistered)Fri 18-May-12 12:05:12
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Re: Sky fibre problem


[re: Anonymous] [link to this post]
 
You can get a second line with sky but you have to have a new account, also different name on the account. And you will also be able to order 80/20 at the same time for a SIM provide. Sky are charging £52.08 in total (£50 for line and £2.08 for router)
Anonymous
(Unregistered)Fri 18-May-12 12:16:15
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Re: Sky fibre problem


[re: Anonymous] [link to this post]
 
So the second account would not carry the requirement of say the minimum TV package?

Steve
Standard User greenglide
(member) Fri 18-May-12 12:37:57
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Re: Sky fibre problem


[re: Anonymous] [link to this post]
 
The TV package is never mandatory - it just reduces the price.

Ex <n>ildram , been to SKY MAX - 15,225 Download
BE Unlimited - 21,000 Download 1,200 Upload,
Moved house, now BE Unlimited 6,500 Down, 1Mb/s up - gutted!
FTTC Cab installation commenced 12th April - expect full 80 / 20 - bye bye BE, hello BT Infinity soon!
Standard User ukhardy07
(experienced) Fri 18-May-12 13:14:52
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Re: Sky fibre problem


[re: Anonymous] [link to this post]
 
You say your existing line has Xilo LLU

I THOUGHT that you had Sky LLU broadband, phone, line renatal.

So perhaps the migration from a different ISP to sky fibre is the issue here.
Standard User speedyrite
(regular) Fri 18-May-12 14:30:35
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Re: Sky fibre problem


[re: MrSaffron] [link to this post]
 
Yes that's probably it.

It's a pity really because there are clearly many people who want the product from Sky and are getting quite cross about being told they can't have it, especially when they know they can have it from a competitor from whom they don't really want it!

I suppose it's the old story of not getting the systems properly sorted out and tested for all the scenarios (or at least all the most likely scenarios) before releasing the product.
Anonymous
(Unregistered)Fri 18-May-12 15:29:03
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Re: Sky fibre problem


[re: ukhardy07] [link to this post]
 
Sorry, i did mention Xilo LLU in my second post, sorry for any confusion. Sky LLU was not available in my area originally (is now) and I went with Xilo after a few miserable months on Sky connect. Anyway, I have contacted Sky and they cannot provision a second line if you already have a line with them. So that's out. I have also contacted Xilo and there might be a way forward here. They (Xilo) say they are about to introduce a new range of fibre packages, so I'll wait to see what transpires. I had originally rejected Xilo on cost and usage cap grounds (£41 odd with 80GB cap) yes they do cheaper ones but none were suitable.

Regards

Steve
Standard User simon194
(regular) Mon 21-May-12 00:46:21
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Re: Sky fibre problem


[re: greenglide] [link to this post]
 
In reply to a post by greenglide:
The TV package is never mandatory - it just reduces the price.

You don't get a reduction on the fibre product if you take a TV package,it's only the Broadband Unlimited (ADSL) one that has the discount.
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