topic Re: Engineer not turned up in Broadband

Engineer not turned up

Taco08 — Fri, 12 Jan 2024 14:02:18 GMT

We have just moved house, and an engineer was supposed to visit us this afternoon to set up TV and b broadband. I have received a text to say this is not happening until the 22nd of January. This is far too late. We work from home and need the Internet ASAP. We were promised this move would move smoothly and now we are left with nothing

Re: Engineer not turned up

GD1 — Fri, 12 Jan 2024 14:04:57 GMT

@Taco08 Unfortunately you're not talking to SKy and I'm afraid working from home won't expedite any issues that have arisen, you'll need to call Ky to find out what the issue is.

Re: Engineer not turned up

Daniel0210 — Fri, 12 Jan 2024 14:08:15 GMT

@Taco08 wrote:

We have just moved house, and an engineer was supposed to visit us this afternoon to set up TV and b broadband.

@Taco08

It's only 2pm! Perhaps the engineers are behind schedule due to earlier jobs overrunning. Sky are unlikely to know any update until tomorrow (Openreach update isps overnight).

Re: Engineer not turned up

TimmyBGood — Fri, 12 Jan 2024 14:10:52 GMT

@Taco08 wrote:

We were promised this move would move smoothly

Realistically ISPs shouldn't 'promise' any such thing, particularly as it's not a process they are actually in control of.

I'd note that a Sky television installation is typically separate to broadband activation, and these are carried out by different people. Broadband largely falls under the remit of Openreach, not Sky.

Re: Engineer not turned up

TimmyBGood — Fri, 12 Jan 2024 14:18:27 GMT

@Taco08 wrote:

I have received a text to say this is not happening until the 22nd of January.

If you were due to be provisioned over FTTP, delays are unfortunately quite common due to the specialist nature of the work and the limited availability of the Openreach personnel required to carry it out.

Putting the address into the BT Wholesale Availability Checker should indicate which provisioning type is applicable.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

Re: Engineer not turned up

MarkGoldsmith — Fri, 12 Jan 2024 14:18:58 GMT

As others have mentioned broadband and Sky TV setup would be two different things (assuming your TV service is Sky Q).

you would have 2 different appointments one for openreach to install the broadband and another for a Sky engineer to install the satellite system ( if Sky Q).

Do you actually have 2 appointments? Are you sure the appointment that was "postponed" until later this January is indeed the broadband one and not the TV?