topic Passing the buck in Broadband

Passing the buck

Mike1972 — Mon, 15 Apr 2024 10:51:42 GMT

Openreach put in a new line on April 5, following my house move on March 26. Sky were unable to accommodate a change of date to an earlier move so had to accept the April 5. I am still without an internet connection and God knows when I'll get TV as apparently there is still work to be done to the line. It's always so vague and then I get a text message saying Sky will update in about 6 days. That's happened twice now. I can't work from home and I'm using my data plan. I am stumped as to why it's taking so long to give me a basic service. I can't even order my streaming device until the line has been passed for Superfast and I assume I'll get another router, but no-one has confirmed this. As I sit here typing waiting to talk to an actual person, I've been tolkd I may have to wait up to 50 minutes. At least I've been given a choice of terrible music to listen to as I hang on. Everyone I have spoken to has given me no actual infomation that is useful other than to wait or blame Openreach. And then they expect other Sky customers to give advice??? It's just absolving themselves of responsibility and their way of telling me I'm not the only one.

Re: Passing the buck

Chrisee — Mon, 15 Apr 2024 11:03:57 GMT

@Mike1972 its. No comfort to you but Sky are telling you the truth in that they are waiting to hear from Openreach. The forum sees posts quite frequently from people in similar position of waithing for Openreach to install a new line

. There are a number of stages and if things don't go as planned the customer is left waiting for whatever is required is done. Where for, example, a duct is blocked it can be to get permission to dig up the road but even overhead installs are not exempt as trees may need trimming etc. Openreach often dont know themselves when these works can be completed.

Inhad a similar series of issues when my line was upgraded to full fibre which took far longer than planned I did get compensation after the job was finally completed which covered 6 months of Sky's charges. See Customer Auto-Compensation | Sky Help | Sky.com

Re: Passing the buck

Mike1972 — Mon, 15 Apr 2024 11:06:39 GMT

Thanks Chrisse, but the line is in and has been for 9 days. It's still being 'tested'. I just spoke to someone and I may have Wi-Fi by the end of play Wednesday!!! Thereafter, it may be another 5 days to get my Streaming sorted.

Re: Passing the buck

Mike1972 — Mon, 22 Apr 2024 12:36:25 GMT

And I still have no wi-fi.