Problem with SKY/OPENREACH

[Binky]

I manage the SKY account for my elderly parents. I've had an email saying in Aug the Sky Talk/Broadband will need to change to digital service as old copper system being changed out. However, Sky say there is no connection to house for full fibre but I know Openreach are upgrading in area and if I do a postcode check it shows as available. Multiple calls to Sky no help as they say they have no availabilty in system and it's down to Openreach. However, no way to contact Openreach and all online searches on their site say to go to broadband provider, ie SKY!
So I'm going around in circles with no way of resolving this and in Aug my parents will lose broandband which is needed as I have cctv in thier house to keep eye on them for safety. My parents have Sky specifically for the tv which will still work after august as that is via dish.

My question is has anyone had this situation and if so how did you resolve it?

 

[Mo1959]

I manage the SKY account for my elderly parents. I've had an email saying in Aug the Sky Talk/Broadband will need to change to digital service as old copper system being changed out. However, Sky say there is no connection to house for full fibre but I know Openreach are upgrading in area and if I do a postcode check it shows as available. Multiple calls to Sky no help as they say they have no availabilty in system and it's down to Openreach. However, no way to contact Openreach and all online searches on their site say to go to broadband provider, ie SKY!
So I'm going around in circles with no way of resolving this and in Aug my parents will lose broandband which is needed as I have cctv in thier house to keep eye on them for safety. My parents have Sky specifically for the tv which will still work after august as that is via dish.

My question is has anyone had this situation and if so how did you resolve it?

You don't need full fibre to use a digital phone service, I'm still just on fibre to the cabinet and then existing line and just plus my phone into the router. Both Virgin and Openreach have now put fibre in our street though so I will probably get it brought in at some point as I presume eventually they will expect everyone to switch over to fibre to the premise.

 

[Binky]

You don't need full fibre to use a digital phone service, I'm still just on fibre to the cabinet and then existing line and just plus my phone into the router. Both Virgin and Openreach have now put fibre in our street though so I will probably get it brought in at some point as I presume eventually they will expect everyone to switch over to fibre to the premise.

I'm not sure if they have FTTC or just copper but whatever it is will be switched off in Aug. phone line not issue, if they lose landline not a problem as have mobiles but it's broadband is issue.

I have only fibre to cabinet and we've lost landline but have broadband. This was switched over a year or so ago.

 

[oxoman]

There switching over to fibre pretty quickly. We had similar issue around us, luckily Virgin had foreseen this and installed cables. Speeds way faster than Sky/open reach, wife was happy because she could watch all her favourite sky channels on virgin as well.
Not sure if EE do a mobile broadband system, maybe worth a look if you have coverage.

 

[sungod]

there are two things happening:

1. retirement of old analogue phone service, replaced by digital
2. replacement of copper with fibre

1 does not depend on 2

you say sky said you "will need to change to digital service as old copper system being changed out", that sounds like 1 and sky are confusing things

if there is only copper wiring, the existing phone should simply plug into the phone socket on the existing (or new) broadband router or into an adaptor

i.e. see https://www.bt.com/help/landline/digital-voice-migration

i suggest tell sky to state specifically what action you need to take, by default it may be as simple as changing where the old phone is plugged in

you might try going via their accessibility people as this is on behalf of your parents who should/can be registered for priority service if they're elderly https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

 

[Binky]

there are two things happening:

1. retirement of old analogue phone service, replaced by digital
2. replacement of copper with fibre

1 does not depend on 2

you say sky said you "will need to change to digital service as old copper system being changed out", that sounds like 1 and sky are confusing things

if there is only copper wiring, the existing phone should simply plug into the phone socket on the existing (or new) broadband router or into an adaptor

i.e. see https://www.bt.com/help/landline/digital-voice-migration

i suggest tell sky to state specifically what action you need to take, by default it may be as simple as changing where the old phone is plugged in

you might try going via their accessibility people as this is on behalf of your parents who should/can be registered for priority service if they're elderly https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

Done all that but Sky saying they (Sky) have no more available slots at exchange. From sounds of it each ISP provider is allocated a certain number of slots and once all used that's it.

I spent literally hours on phone this morning and got nowhere. Think I'll be ditching Sky and going to Plusnet etc.
Also seemingly impossible to contact Openreach about this. There's no phone/email that's of any use.
Utter crap.

 

[13 rider]

If your parents have the internet the only thing that will change is where the phone is plugged in . Currently it will be into a telephone socket you will need to remove this and plug it into a phone port at the back of the router . Things to check does the router have a phone port ? Is there enough power points if the phone requires mains electricity and will the phone now be in an inconvenient position .
Whoever you go with will offer a "Digital " line as old landlines are being phased out and are not offered for sale anymore

 

[Alex321]

You will just need to change where the phone is plugged in . Currently it will be into a telephone socket you will need to remove this and plug it into a phone port at the back of the router . Things to check does the router have a phone port ? Is there enough power points if the phone requires mains electricity and will the phone now be in an inconvenient position
Whoever you go with will offer a "Digital " line as old landlines are being phased out and are not offered for sale anymore

That is what WOULD be the case IF they were just moving from "regular' phione line to digital.

That is what will be happening with me in a couple of weeks or so.

But that is not his issue, if you read the posts.

 

[13 rider]

That is what WOULD be the case IF they were just moving from "regular' phione line to digital.

That is what will be happening with me in a couple of weeks or so.

But that is not his issue, if you read the posts.

That's how I read the first post and the Op has confused a digital conversion with the need for a full fibre provision, I may have interrupted it wrong

 

[13 rider]

I would also be surprised if they were not on FTTC this is where the broadband is added to the circuit at the green box rather than the exchange as it's the exchanges open reach are trying to do away with and most lines were converted to FTTC to reduce the distance the broadband has to travel giving greater speed

 

[sungod]

Done all that but Sky saying they (Sky) have no more available slots at exchange. From sounds of it each ISP provider is allocated a certain number of slots and once all used that's it.

I spent literally hours on phone this morning and got nowhere. Think I'll be ditching Sky and going to Plusnet etc.
Also seemingly impossible to contact Openreach about this. There's no phone/email that's of any use.
Utter crap.

sky are making no sense

if sky is currently providing you with broadband over copper, they already have a 'slot' (port on a dslam) that your copper connects to, that doesn't change for the migration to digital voice

sky seem clueless, definitely better to find another supplier that knows what they're doing!

 

[Alex321]

That's how I read the first post and the Op has confused a digital conversion with the need for a full fibre provision, I may have interrupted it wrong

If you read their second post it is a bit more clear.

And yes, most of us are on FTTC already, with many being converted to FTTP.

But from what they are saying, Sky are telling them their current Broadband service will be cut off in August, and SKY don't have availability to replace it.

 

[Ming the Merciless]

Not clear at all what Sky have said needs to happen..

Please post the exact wording of what Sky put in the email. Removing any personal details.

 

[Binky]

If you read their second post it is a bit more clear.

And yes, most of us are on FTTC already, with many being converted to FTTP.

But from what they are saying, Sky are telling them their current Broadband service will be cut off in August, and SKY don't have availability to replace it.

Exactly this. Sky say internet providers are allocated so many slots in an exchange and they are adamant there are none available to them and they themselves have said my only option now to have internet at the property is to go to another provider. Which I will do.

As for Sky email this is it:

The broadband network in your area is being upgraded as part of the national network upgrade. Your current Broadband and Talk service — which is delivered through an old copper network — will need to be switched off from August 2026. To stay connected, you’ll need to move to a Sky Broadband and Talk service on the new technology.

 

[13 rider]

Exactly this. Sky say internet providers are allocated so many slots in an exchange and they are adamant there are none available to them and they themselves have said my only option now to have internet at the property is to go to another provider. Which I will do.

As for Sky email this is it:

The broadband network in your area is being upgraded as part of the national network upgrade. Your current Broadband and Talk service — which is delivered through an old copper network — will need to be switched off from August 2026. To stay connected, you’ll need to move to a Sky Broadband and Talk service on the new technology.

As an ex open reach engineer I have never heard of this before . I can only presume your parents have there broadband connected in the exchange rather than the green box an openreach are turning off the exchange and sky have no ports (DSLAM) available to them in said green box ,if the broadband was connected in the green box then nothing would need to alter