Exchanged upgraded, but I am still paying £17

[cathalmccabe]

Hello,
I signed up with sky last year, and went for the broadband which was not available in my area at the time. I was told over the phone that it should not be longer than December/January for the excahnge to be upgraded..

I noticed my local exchange was upgraded in March, but I am still paying £17 a month now in JULY.

Can I tell from my IP address if I am actually connecting through sky's equipment at my local exchange, or if I am still on BT?

I did an IP check:
IP address state: Tameside
IP address city: Edale
IP latitude: 53.3667
IP longitude: -1.8167
Your ISP [?]: Easynet
Organization: block for PI assignments
Host: 5ac5f560.bb.sky.com
This appears to be in the Manchester area.



I spoke to a call centre agent who said that sky would be refunding customers automatically, the difference between what they have paid and what they should be paying backdated to the exchange upgrade. Does anyone know if this is correct?

Anyone else in a similar situation?


Any help/advice greatly appreciated.

[IWasNotTheEnemy]

is ur upstream 448? if it is, ur still on connect

[cathalmccabe]

Thanks for the reply.

DownStream Connection Speed 8096 kbps
UpStream Connection Speed 448 kbps

Why, what is the up speed with sky?

Any ideas why it is taking so long to migrate me even though the exchange was upgraded months ago?

[Helpmeplease]

My Exchange was upgraded a couple of months ago and I'm only just moving on to LLU on the 20th August. However the funny thing is my 6 month introductory package for £5.00 on Sky Connect ends this month as well. In fact around the same time. This could be how they flag your account for migration, maybe?

[IWasNotTheEnemy]

Sky uploads are either 768 (Max) or 416 (Base/Mid) - you should be upgraded automatically but might be worth chasng it up via sales/provisioning and see if they know

[cathalmccabe]

Thanks again.

I have followed up, at the start of July, and was told that I should have been migrated as the exchange was enabled, and the peson I spoke to "couldn't understand" why it had not already happened, and he would get it done straight away.

I phone again at the start of August (when it hadn't happened). This time told that it can take up to 2 months from an exchange upgrade to get migrated - and therefore my exchange could not have been enabled for very long. The same person said that he had no idea when the exchange was enabled and when I asked to talk to someone else was told that *NO ONE* in sky has this info!

I checked for it myself and found it happened in March.

I phoned again and this is when I was told I would get a refund. I e-mailed customer services to see if someone would put this in writing but was told that I won't be getting a refund.

By the way Helpmeplease, I am paying £17 a month for connect, not £5. Sounds like it worked out well for you.

The most annoying thing was, when I was thinking of subscribing to Sky (TV + BB) I was advised by the call centre agent I spoke to that I should not be on connect past Dec/Jan.

I can't understand why the excahnge has been upgraded so long ago, but I am still paying.

[Alan b]

In fact around the same time. This could be how they flag your account for migration, maybe?

It could well be as this happened to me as well, I moved to Mid just as my £5 Connect offer was finishing when my exchange was unbundled. My Brothers exchange was done at the same time and he is still on the £5 Connect fee for a few more months yet. I bet is moves to Mid when his 6 months on the £5 Connect price is up. We will see...

[fixer2035]

I am in the same position, still paying £17 while my exchange was upgraded in Feb!
I have chased twice with no upgrade, but my 12 months are up soon so I will request a mac, saying the lack of upgrade is reason to leave, to see if they wish to retain my business or not.
Its annoying as I feel I am being ripped off as I joined them 'too early' before the £5 offer, but the £17 is still cheaper than nearly all other ISPs that I would look at joining.....swings and roundabouts.

[Basey]

im having the same problem, exchange was enabled in March and I was paying £5 for connect until then, had a email saying I would be moved over automatically when my exchange was enabled, since then ive been paying £17 a month and when my bill comes I have to ring up to get £12 back, Skys system shows me as being on mid and I should be being charged £5 but im still being charged for connect, if it happens again this month i'll be writing a strongly worded letter

something isnt right and it needs sorted

[Isitme]

I have to doubt that Sky will intentionally keep you on Connect at the £5 rate when the exchange is unbundled. This is a heavily subsidized rate, Sky will be paying BT much more than this, so will want you 'over to their side' as soon as possible. The £17 is a different story, this is an economic rate and may be earning Sky money, so they may not be too keen to make the change. Anyone whose exchange is unbundled should be continually pestering Sky to get moved over, a email/web form a day should do it. As has been proved time and time again, Sky's right hand does not know what it's left is doing. At some point someone who can help may get the message.