Full fibre upgrade nightmare

[Fay3]

Sky have completely messed up my fibre to full fibre upgrade.

What was suppose to happen:

24.11.2023 - openreach come out and activate / install CSP / ONT boxes and then my ultrafast and digital voice would be live. Great!

What has happened:

Tuesday 21.11.2023 - my legacy superfast copper/fibre product stopped working. no internet, no phone line. I call Sky and Sky state that Openreach have closed my order as complete. My sky account states my new Sky Ultrafast service is up and running. No one has been out from openreach. No boxes installed. Sky rebooked an appointment for 24.11.2023 to complete the install

Friday 24.11.2023 - no one from openreach has turned up. Apparently the install was cancelled. 

Sky state that my options now are - 

A) Cancel all my services and place a new order which means I'll lose my landline number

B) Move provider, they port my number then utilise the cooling off period with new provider and switch back to Sky 

Surely there must be a way to just get Openreach out to finish my installation?

[GD1]

@Fay3  Seems the issue is with Openreach, can you post the results from this page?  https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Remove any address details before posting.

[Fay3]

 

[GD1]

@Fay3 Thanks for that it shows stage one FTTP, another more experience user can advise on what should be happening.

[Fay3]

apologies!

[GD1]

@Fay3  Thanks for the updated images.

@cookiemonsteruk @Chrisee @TimmyBGood can any of you advise on this one?

[cookiemonsteruk]

@Fay3 

@GD1 

Just looks like they need a cherrypicker/hoist and the relevant team

[Chrisee]

@Fay3 not sure quite why Openreach pulled the copper service but as @cookiemonsteruk indicates your new fibre service requires extra kit to complete ie not just an engineer with a ladder, which will take time to get done. Although Sky are quite capable of messing up in this case it looks to be Openreach. The only good news is you should be paid compensation see Customer Auto-Compensation | Sky Help | Sky.com

[Fay3]

Thanks all. Either way Sky couldn't help any further so in order to not lose my landline number I'm being forced to switch away to another provider. 23 years I've been with Sky - what a way to end it all. Oh well.