topic Re: Unhappy with Sky/Openreach regarding home move in Broadband

Unhappy with Sky/Openreach regarding home move

Tourbillon — Mon, 18 Mar 2024 19:21:22 GMT

I have just moved into my new house and told Sky beforehand about the move. The Openreach engineer came in 12th March to set up the broadband, however he could only carry out internal work e.g. installing the ONT and plug in the Sky router. He said civils work needs to be completed externally in order for us to receive fibre broadband. The next day Openreach called me saying they'll email me a document that I need to sign (permission to work) and send back to them. They never emailed me and it's impossible for me to contact them. I called Sky on Friday evening saying I'm still waiting for it and he gave me their email address and case reference. I emailed Openreach permission to work address on Friday and today (Monday) and still no reply. I called Sky this afternoon and explained the situation and the guy could see some notes on the system that Openreach sent post out this morning, "to a third party". The Sky chap said this doesn't necessarily mean I will receive it, and that it could go to someone else, whoever is required to grant permission (I don't really understand this point). He was trying to be helpful but couldn't really give me much info other than that, and that some sort of update on the situation will be given on 26th March. It's really frustrating not having internet as I need to work from home for part of the week, but it's more frustrating that Openreach said they'd email me the document and didn't, and that I can't call anyone there. I'm not willing to wait longer just to know what "might" happen, or whether permission will even be granted by whichever "party". Does anyone have any experience with this who could advise urgently? I am now tempted to cancel the whole thing with Sky and go with Virgin Media who supplied the house before we moved in, and who don't use Openreach. Would this option be feasible given I've now got part of the internal work already done? And what about the contractual situation with Sky, if any, at this point? Thank you for any help you can provide.

Re: Unhappy with Sky/Openreach regarding home move

cookiemonsteruk — Mon, 18 Mar 2024 19:43:49 GMT

@Tourbillon

Could you enter your full postal address below and copy and paste the notes below the availability table to see if it has any info

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

Re: Unhappy with Sky/Openreach regarding home move

Tourbillon — Mon, 18 Mar 2024 19:50:22 GMT

Thanks for your reply. The notes below the table are as follows: Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG congested duct. FTTP is available and a new ONT may be ordered. As a fibre priority exchange, FTTP has priority over other products if available at the address As a WLR withdrawal exchange, product restrictions apply SOADSL is not restricted at the exchange For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage. For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage. This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed. Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises. In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values. If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Re: Unhappy with Sky/Openreach regarding home move

cookiemonsteruk — Mon, 18 Mar 2024 20:04:48 GMT

@Tourbillon

Underground congested duct

Thats a weird one . If congested onwa public road they immediately contact the council without the need to contact you. If the congested is in your garden then the permission is implied via you taking out the broadband package if the permission is private wayleave and the duct is in someone elses garden thats when they send out those forms. So not sure exactly what they are on about. Were you able to email to a specific section of openreach or just a general email address?

Re: Unhappy with Sky/Openreach regarding home move

cookiemonsteruk — Mon, 18 Mar 2024 20:16:22 GMT

@Tourbillon

It could be that you are the one granting wayleave to work on your own property but openreach are subcontracting the duct clearance to a subcontracting and the are the ones requesting your permission

Re: Unhappy with Sky/Openreach regarding home move

Tourbillon — Mon, 18 Mar 2024 20:19:34 GMT

I'm so confused. The address I was given is PTW at Openreach dot co dot uk

I don't know if I should give it the next few days or just call Virgin Media tomorrow to see if it's possible to jump to them.

Re: Unhappy with Sky/Openreach regarding home move

cookiemonsteruk — Mon, 18 Mar 2024 20:32:27 GMT

@Tourbillon

The PTW itself stands for permission to work but the use could be for a few reasons. As i stated they need permission from a neighbour to access the blockage etc but unfortunately it can take more than a couple of days

Re: Unhappy with Sky/Openreach regarding home move

mormegil — Mon, 18 Mar 2024 21:14:00 GMT

Of the ptw is for your property you should get and email from openreach for you to complete and return, if the permission is for an external source ie neighbour or local council etc you would not be told by openreach as openreach would attempt to get that direct

Re: Unhappy with Sky/Openreach regarding home move

cookiemonsteruk — Mon, 18 Mar 2024 21:19:55 GMT

@mormegil

My thoughts but wasn't sure about neighbours. Now going back to the theory that @Tourbillon is the one granting wayleave and the 3rd party is an openreach subcontractor who may not have same powers as Openreach

Re: Unhappy with Sky/Openreach regarding home move

Tourbillon — Tue, 19 Mar 2024 07:33:38 GMT

@cookiemonsteruk @mormegil

Thank you. So what should I do? Just wait it out and hope someone gets in touch with me? How long could this take?

Re: Unhappy with Sky/Openreach regarding home move

Chrisee — Tue, 19 Mar 2024 07:51:12 GMT

@Tourbillon wrote:

@cookiemonsteruk @mormegil

Thank you. So what should I do? Just wait it out and hope someone gets in touch with me? How long could this take?

The length of the leadtime for Openreach civil work is impossible to predict. Sky will only know the order is live so cant give you a date. A team will turf up, often without warning, when the job is allocated which could be in a few days or it maybe weeks. In some cases clearing a duct is a trivial job taking minutes with a rodding set in others it can require a major dig they wont know for certain until they are on site. I had a similar isssue which rods sorted but otherwise 30m of road and pavement would have had to be dug up.

You will be compensated after the job is complete see Customer Auto-Compensation | Sky Help | Sky.com

Re: Unhappy with Sky/Openreach regarding home move

Tourbillon — Fri, 22 Mar 2024 19:54:24 GMT

Thanks for your replies. I'm livid with this situation. The Sky chap on the phone a few days ago said Openreach is due to provide an update on 26th March. I'm going to wait till then at least. If for whatever reason no one can give me an explanation or information, and I'm forced to go with Virgin Media, what do I do about the ONT and CSP that are installed in my house and garage brick wall respectively?

Re: Unhappy with Sky/Openreach regarding home move

jamesn123 — Tue, 26 Mar 2024 12:43:52 GMT

@Tourbillon wrote:
Thanks for your replies. I'm livid with this situation. The Sky chap on the phone a few days ago said Openreach is due to provide an update on 26th March. I'm going to wait till then at least. If for whatever reason no one can give me an explanation or information, and I'm forced to go with Virgin Media, what do I do about the ONT and CSP that are installed in my house and garage brick wall respectively?

Nothing, its Openreach property so you must leave it in place

Re: Unhappy with Sky/Openreach regarding home move

TimmyBGood — Tue, 26 Mar 2024 14:35:38 GMT

@Tourbillon wrote:
what do I do about the ONT and CSP that are installed in my house and garage brick wall respectively?

As @jamesn123 indicates, those need to stay there. In theory they add value to the property, but only if the CSP actually has a connection to the Openreach network...

(and note if the situation with the optical cable isn't resolved, that should probably be identified if you ever come to sell up)

Re: Unhappy with Sky/Openreach regarding home move

Tourbillon — Tue, 26 Mar 2024 14:38:12 GMT

Thanks for the replies. I received the following update via a Sky message today:

Openreach require permission to work at your or a neighboring property. The permission may be required from The Local Council, Private Landowners or Landlords. If this is not received the order will need to be cancelled. You will receive a text with an update on your order on 02/04/2024.

I literally have no idea who this party requires to give them permission is. I certainly haven't received any post from them. It also sounds like the party hasn't yet given the permission. So what on earth am I supposed to do? It's utterly pathetic.

Re: Unhappy with Sky/Openreach regarding home move

debso — Thu, 13 Jun 2024 11:08:52 GMT

Hello,

How is your broadband service now? Did Openreach manage to get the permission?

As I am having the same message from them as well - "Openreach require permission to work at your or a neighboring property. The permission may be required from The Local Council, Private Landowners or Landlords."

I have ordered from Sky more than a month ago. When I called the hotline, they told me to wait the updates only. Really dont know how long have to wait.

Re: Unhappy with Sky/Openreach regarding home move

Chris77uk — Wed, 12 Mar 2025 14:52:29 GMT

I am in this exact position! Did you ever get it sorted???

Re: Unhappy with Sky/Openreach regarding home move

Sheshe — Wed, 12 Mar 2025 19:07:11 GMT

No luck as yet. Openreach has cancelled my order. Even though my 3rd party and Sky emailed them. It's a mess. I'm so disappointed with the service.

Re: Unhappy with Sky/Openreach regarding home move

Tourbillon — Wed, 12 Mar 2025 19:52:42 GMT

I can't remember exactly what happened but basically I eventually received a letter from Open Reach saying they need to carry out works on the public pavement in front of my driveway install a fibre cable from there to the front of my garage door. There was no fibre at this property until then.

Took a few more visits for them to get it right as the communication among OR staff is really poor. Hope you all get it sorted out soon.

Re: Unhappy with Sky/Openreach regarding home move

Chrisee — Thu, 13 Mar 2025 08:00:02 GMT

@Chris77uk delays with installing new full fibre connections do happen it is inevitable given Openreach literally install many thousand every day. Most issues are with underground runs where digging is required and third parties need to give permission or special kit is required. Overhead runs are not so frequently affected but can cause issues with trees etc. often the first Openreachbecomecaware of an issue is when the engineer comes to do the installation in other cases its after a survey visit you may not be aware has been made.

You should be accumulating compensation for late provision see Customer Auto-Compensation | Sky Help | Sky.com

My own install was delayed butvthe compensation covered the first 6 months payment,