topic Re: Broadband not activated today in Broadband

Broadband not activated today

anne2828 — Mon, 08 Jul 2024 16:56:55 GMT

Hello - NOW supefast broadband (powered by SKY) told me that my broadband internet will be activated remotely today.

Can you, please, tell me what is the PHONE NUMBER of SKY broadband that I could call?

If I cannot make calls, can you escalate this issue, please?

Until now, I still not have received any text message confirming my broadband is activated.

One hour ago, OPENREACH sent a message that an engineer is waiting - I did NOT know this. SKY did not inform me that an engineer will come - All past messages from SKY stated activation will be remote.

I am not in my house at the moment due to work. Also, SKY told me that everything is done REMOTELY. Unfortunately, SKY did not tell me that activation needs an engineer present in my house.

Please, can anyone help me? What number should I call?

OPENREACH told me that they could not help me & that it should be SKY who should deal with this. What should I do? Thanks!

Re: Broadband not activated today

GD1 — Mon, 08 Jul 2024 17:11:11 GMT

@anne2828 Activations can take up to midnight to update on Sky's end, escalation won't be done as it's too earl;y to knwo if the activation failed.

If you're not activated by tomorrow please post back on this thread.

Re: Broadband not activated today

TimmyBGood — Mon, 08 Jul 2024 17:27:10 GMT

@anne2828

Installer attendance is typically required where provisioning is over FTTP for the first time.

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate which broadband 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: Broadband not activated today

anne2828 — Mon, 08 Jul 2024 17:26:46 GMT

If SKY told me that activation will be done remotely today, why did Openreach send a message 1 hour ago that an engineer will be there?

Can a SKY employee clarify, please?

Re: Broadband not activated today

TimmyBGood — Mon, 08 Jul 2024 17:28:52 GMT

@anne2828 wrote:

Can a SKY employee clarify, please?

They won't respond here: you'd need to call (and they probably won't have information anyway)

Re: Broadband not activated today

GD1 — Mon, 08 Jul 2024 17:29:09 GMT

@anne2828 No Sky employee will be able to tell you as they won;t know who you are from a forum login, have you used the link posted by @TimmyBGood What service was meant to be activated today? FTTC or FTTP?

Re: Broadband not activated today

anne2828 — Mon, 08 Jul 2024 17:34:26 GMT

FTTP & it states it is available

Re: Broadband not activated today

TimmyBGood — Mon, 08 Jul 2024 17:43:46 GMT

@anne2828

'Available' in this context typically means 'can be installed', and this requires installer attendance both outside and inside the property to get the new optical cable and associated infrastructure in place.

If you post the line of text from under the table, that would confirm the situation.

Re: Broadband not activated today

anne2828 — Mon, 08 Jul 2024 17:47:11 GMT

I called SKY & they insisted that activation is done remotely.

I am not in my house due to work, but Openreach said an engineer has arrived. I told this to SKY & they said I do not need to be there.

I am very confused - What should I do?

Re: Broadband not activated today

TimmyBGood — Mon, 08 Jul 2024 17:51:54 GMT

@anne2828

If Openreach intends to provision over FTTP then they cannot proceed without an adult present to give consent to the work, and so the installation will now be postponed.

Re: Broadband not activated today

anne2828 — Mon, 08 Jul 2024 17:54:03 GMT

I told this to SKY customer service over the phone & they said I do not need to do anything.

Also, SKY did NOT inform me that an engineer will visit. OpenReach only sent me a text message 1 hour ago, it's very confusing!

How I can I book an appointment with an OpenReach engineer if SKY keeps on insisting that I do not need an engineer visit?

Re: Broadband not activated today

TimmyBGood — Mon, 08 Jul 2024 17:58:01 GMT

@anne2828

Again, if you post the line of text from under the table, that would confirm the work required.

FTTP cannot be remotely activated if there isn't the appropriate infrastructure in place to activate.

Openreach will only take instructions through the ISP commissioning the connection.

Re: Broadband not activated today

TimmyBGood — Mon, 08 Jul 2024 18:00:22 GMT

@anne2828

I suspect the confusion isn't being helped by Sky currently being in the middle of changing its relationship with Now.

Re: Broadband not activated today

anne2828 — Mon, 08 Jul 2024 18:01:21 GMT

FTTP is not available.

The exchange is not in a current fibre priority programme

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.

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: Broadband not activated today

TimmyBGood — Mon, 08 Jul 2024 18:09:08 GMT

@anne2828

I'm confused: that says FTTP is not available.

Re: Broadband not activated today

anne2828 — Mon, 08 Jul 2024 18:10:54 GMT

the table says:

FTTP on Demand: Availability Date is " Available "

Re: Broadband not activated today

anne2828 — Mon, 08 Jul 2024 18:21:20 GMT

I am not sure if NOW Superfast is FTTP or FTTC

https://www.switchcraft.co.uk/broadband-providers/now-broadband/

https://www.sky.com/help/articles/now-powered-by-sky

Re: Broadband not activated today

TimmyBGood — Mon, 08 Jul 2024 18:43:27 GMT

@anne2828

Ah, FTTPoD is a largely theoretical product where the householder pays the full cost of a bespoke fibre connection from the nearest cabinet: this can be tens or hundreds of thousands of pounds, so basically never happens.

This does then raise the question of why Openreach thought attendance was necessary, because it shouldn't be for FTTC.

Personally I'd suggest plugging in the Now Hub and waiting until tomorrow to see if the broadband connection goes live anyway.

Re: Broadband not activated today

TimmyBGood — Mon, 08 Jul 2024 18:29:00 GMT

@anne2828 wrote:

I am not sure if NOW Superfast is FTTP or FTTC

All new Superfast is FTTP where optical infrastructure is available, otherwise it's FTTC.

Re: Broadband not activated today

anne2828 — Mon, 08 Jul 2024 18:34:09 GMT

@TimmyBGood will SKY be able to sort this out for me?

It's very confusing, I still have not received any message from SKY that my broadband has been activated. SKY kept on saying that it will be activated remotely & ignored my questions about the OpenReach engineer visit (which SKY did not inform me about).

Until now I have no internet connection