topic Re: Broadband installation problems in Broadband

Broadband installation problems

Jamz95 — Sun, 28 Jan 2024 20:20:38 GMT

My broadband was supposed to go live on Friday, however there were two issues. The hub was delayed, and only delivered Saturday. But the engineer failed to connect us. He's left and I've had no contact since. He said he wasn't able to access the problem and would have to get someone else out to sort it. Does anyone know how long this will take

Re: Broadband installation problems

mormegil — Sun, 28 Jan 2024 20:28:25 GMT

Openreach have a service level agreement of provoding sky with an update or resolution within 72 working hours

hopefully the engineer that failed to complete your installation has raised this with his employer, openreach, so the appropriate fix or engineering solution is booked in and completed within that time scale

dis he give you any more information or just that vague no access answer?

Re: Broadband installation problems

Jamz95 — Sun, 28 Jan 2024 20:54:57 GMT

He said he could vaguely hear the connection, but he wasn't able to connect it up. He said they should be able to get underground and connect it, that was all.

Re: Broadband installation problems

mormegil — Sun, 28 Jan 2024 21:00:04 GMT

So ideally there will now be an underground trained engineer request to visit tomorrow or tuesday

did the engineer complete the internal work so you are able to connect the hub ready to go active?

Re: Broadband installation problems

Jamz95 — Sun, 28 Jan 2024 21:06:21 GMT

Yes he did do that, so fingers crossed tomorrow then? Thank you for the reply

Re: Broadband installation problems

mormegil — Sun, 28 Jan 2024 21:08:56 GMT

If if goes beyond the service level agreement timescale then sky order recovery team will be assigned the case to investigate as late completing and you will start to receive updates via text as sky gets them from openreach

Re: Broadband installation problems

Jamz95 — Sun, 28 Jan 2024 21:10:09 GMT

The service level agreement being that is has to be activated within 72 hours, so openreach will be aiming to get it completed tomorrow?

Re: Broadband installation problems

mormegil — Sun, 28 Jan 2024 21:18:42 GMT

Working hours so the weekend doesn't count with openreach

Re: Broadband installation problems

TimmyBGood — Mon, 29 Jan 2024 07:33:35 GMT

@Jamz95

Be aware that if a duct is blocked and requires digging, all bets are off as to timescale because unfortunately that process requires the availability of a different team and can be extremely prolonged, particularly if external permissions are required. The Ofcom compensation scheme for delayed activation should apply.

Re: Broadband installation problems

Jamz95 — Mon, 29 Jan 2024 08:46:45 GMT

The engineer mentioned he could hear the connection, but couldn't quite link it up. If that means anything?

Re: Broadband installation problems

Jamz95 — Tue, 30 Jan 2024 10:28:29 GMT

I've not heard anything still, is this normal