topic Broadband install keeps getting delayed - Edinburgh in Broadband

Broadband install keeps getting delayed - Edinburgh

RoryC2 — Wed, 07 Feb 2024 14:05:17 GMT

Hi All,

I purchased Sky Broadband Ultrafast Plus on the 22nd Jan after moving into my new flat. I was given an install date of 1st Feb, which I thought was great.

On 26th Jan I got a notification saying my install date may be delayed and Sky were speaking to openreach with a further update coming on the 29th Jan.

On 29th Jan I got a notification saying openreach are planning the work and I would get a further update on the 7th Feb.

On 7th Feb I got a notification saying openreach are planning the work and I would get a further update on the 23rd Feb.

This is going to be almost a month without any wifi. My flatmate and I both work from home and I cannot continue to use my phone contract for this, its just way too expensive. Can anyone shed some light on why Sky cannot give me any tangible update? I have tried calling their support and been informed they are all in 'essential training' so no one can speak to me.

Re: Broadband install keeps getting delayed - Edinburgh

RoryC2 — Wed, 07 Feb 2024 14:06:28 GMT

Re: Broadband install keeps getting delayed - Edinburgh

TimmyBGood — Wed, 07 Feb 2024 14:15:08 GMT

@RoryC2

OK, so there's no FTTP available.

Is there an Openreach master telephone socket somewhere within the property?

Without that, no ISP can provide FTTC service until Openreach has negotiated cable access with the building owners.

Re: Broadband install keeps getting delayed - Edinburgh

TimmyBGood — Wed, 07 Feb 2024 14:20:16 GMT

@RoryC2 wrote:

I purchased Sky Broadband Ultrafast Plus

That service simply cannot be provisioned where the Wholesale result is 'FTTP is not available'

Ultrafast Plus (500Mbs) is only deliverable over full-fibre infrastructure: it's not a possible speed on copper.

Something has gone wrong somewhere: you shouldn't have been able to place such an order.

Re: Broadband install keeps getting delayed - Edinburgh

RoryC2 — Wed, 07 Feb 2024 14:20:07 GMT

Hi @TimmyBGood ,

Thanks for the quick response.

Yes, there is a Openreach master telephone socket in my hallway in the centre of the flat.

Would my best option be to cancel the Ultrafast I have ordered (I assume this is not actually available without FTTP) and look at a slower alternative?

Re: Broadband install keeps getting delayed - Edinburgh

TimmyBGood — Wed, 07 Feb 2024 14:22:24 GMT

@RoryC2 wrote:

Would my best option be to cancel the Ultrafast I have ordered (I assume this is not actually available without FTTP) and look at a slower alternative?

I'd think so, yes: the Wholesale result shows very good FTTC is available.

I don't understand how the Sky system let you place an Ultrafast Plus order at an address without FTTP availability though.

Re: Broadband install keeps getting delayed - Edinburgh

RoryC2 — Wed, 07 Feb 2024 14:24:26 GMT

@TimmyBGood Me neither ! Makes sense as to why it was being delayed if it doesn't exist

Do you know if I can cancel online or do I need to speak to a human to do that?

Re: Broadband install keeps getting delayed - Edinburgh

TimmyBGood — Wed, 07 Feb 2024 14:58:37 GMT

@RoryC2 wrote:

Do you know if I can cancel online or do I need to speak to a human to do that?

I'm afraid I don't know if you'd see an option to do so online.