topic Re: Still no broadband after a week! in Archive

Still no broadband after a week!

Sam763505 — Fri, 14 May 2021 10:57:44 GMT

I moved into my house on 5th, Openreach came on 6th unable to find a landline plug other than virgins, 7th sky came to install tv. On the 10th and 12th I had the same generic text/update saying that the Openreach engineer is working on it etc. NOTHING! Then I was told on the phone twice, don't worry on the 14th someone will be round, they'll probably install the landline, I rung up today (14th) and was told no one is coming, it won't be fixed today, not sure why you were told that. I'm at my wits end, I've already lost a whole weeks wages and no one is any the wiser what is going on and when it will be fixed. Honestly I think it's going to be quicker and easier to switch to Virgin but didn't want to because I'm a loyal Sky Customer going on 10 years! It's unbelievable and I really need answers, has anyone else been through this? How long did it take? Did it get resolved? What can I do?!

Re: Still no broadband after a week!

Mark-Br — Fri, 14 May 2021 11:50:32 GMT

When I moved into my current house, the previous owner had removed the telephone socket and replastered the room. The Openreach guy arrived and told us that he thought he knew where the cable was coming into the house, but he wouldn't put a hole in my wall to confirm... one whack of a claw hammer later and we found the cable and he installed the socket.

If Openreach cannot identify where the cable is entering the property, that may well complicate things.

If the house is a new(ish) build and never had an Openreach supply (BT, Sky, Talk Talk etc) there may not be a cable entering the property.

Based on what you've described, my guess is that you'll need Openreach back out. My advice is to reach out to the contact centre again, assuming the Openreach engineer left decent notes to explain why they couldn't complete the job, it should help the agent to determine which type of engineer/process is required - a socket install or, laying new cables.

Re: Still no broadband after a week!

JamieBseventynine — Fri, 14 May 2021 11:55:18 GMT

Not to add any bad news, but I'm now on week 3 of no broadband.

first it was no tools, then the wrong tools, then no access, then turning up in the afternoon when we had negotiated with the neighbours for morning access. Now for today no news at all, and 7 minutes away from being past the allotted time.

I get that it is hard, but no communication makes it even harder for everyone.

im wishing you more luck than I've had.

Re: Still no broadband after a week!

Sam763505 — Sat, 15 May 2021 05:40:37 GMT

Thank you, that sounds exactly like what has happened. The open reach man was so unhelpful, which didn't help the situation. And unfortunately the contact centre just keep telling me they're waiting on open reach for updates and that's as much information as I'm getting! But thank you for your response I will continue to push!

Re: Still no broadband after a week!

Sam763505 — Sat, 15 May 2021 05:41:31 GMT

That is awful I'm so sorry to hear that and hope you're nearing a solution soon!