topic Re: Openreach not confirming appointment/visit in Broadband

Openreach not confirming appointment/visit

Devesh — Fri, 07 Jun 2024 12:55:06 GMT

I ordered a new sky broadband more than a month in advance and got the router. Sky engineer was suppoed to visit me first on 21st May

then on 24th May

then on 6th June

and ofcourse, no one has showed up.

I am asked to wait for 3 days to get an update, then given another date of after 2 weeks, only to know that Openreach had some system error so they couldnt allocate any engineer even after two weeks. And the cycle continues.

I just want to know if openreach will send any engineer ever and what can Sky do to sprt this out? I feel i am in a total dark phase where I dont know whats going on and if this can ever be resolved thereby helping me to get a broadband connection in place.

Re: Openreach not confirming appointment/visit

Chrisee — Fri, 07 Jun 2024 13:35:17 GMT

@Devesh you are not the first person having this issue and unfortunately you wont be the last. Openreach are very bad at keeping their customer Sky informed which means they cant tell you much. Hopefully Sky have marked your order for special attention. However to check I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to check your order is being handled correctly. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use saving a long phone call.

I had a similar saga myself when I had my line upgraded to fibre a year or so back, the only good point was when it was finally sorted out the compensation covered the first 6 months bills.

Re: Openreach not confirming appointment/visit

Lisa-P1987 — Fri, 07 Jun 2024 14:31:20 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: Openreach not confirming appointment/visit

Mr+Flibbles+86 — Sun, 09 Jun 2024 14:39:54 GMT

We are still looking to help you @Devesh . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: Openreach not confirming appointment/visit

Devesh — Sun, 09 Jun 2024 15:24:05 GMT

Hi Team,

Thankyou for considering my escalation request.

I contacted the sky customer support who have informed me that they will have further updates for me on Tuesday-11th and then they will let me know the new rescheduled date. However, i would appreciate if this time, my rescheduled date and case could be handled with priority as it taking a toll on my mobile internet bill.

Re: Openreach not confirming appointment/visit

Kmg1 — Fri, 26 Jul 2024 19:15:00 GMT

Openreach confirmed to Sky I could have fibre but I can't.
I have been trying to get my broadband connected since July 1. First I was told by Sky I could have Fibre. Openreach connected inside but can't connect outside because the wiring isn't there. After multiple phone calls to Sky and a 3 week wait they were able to arrange for copper wire broadband and arranged an engineer visit for July 25.

The engineer only had to reconnect and existing phone line (wiring was cut by previous owner) all the wires are behind the phone socket.The engineer faffed around for an hour and said he didn't like the look of the wires. He left without connecting anything and told me to call Sky to arrange another visit because I couldn't access the secure plant room. However Sky said it was connected. and will bill me from July 25.
Three phone calls to Sky and I had an appointment for July 26. No show!
called Sky and they said rearrange for Monday but I haven't had a confirmation email.
I can't contact Openreach of course so not feeling confident.

Re: Openreach not confirming appointment/visit

Kmg1 — Fri, 26 Jul 2024 19:22:48 GMT

I am having similar problems. I've had one visit from Openreach yesterday and he had no idea how to reconnect my landline (the wires were cut by previous owner) all the wires are behind the phone socket. Any way waited for a return visit today, no show. Sky arranged another appointment for Monday but I'm not holding my breath. What a shambles.

Re: Openreach not confirming appointment/visit

Kmg1 — Fri, 26 Jul 2024 19:26:41 GMT

Can my post be escalated? I've been waiting since July 1 and have spoken to sky on multiple occasions. I'm losing the will to live. Now as from yesterday sky are charging me for a service I haven't got and I'm forced to use the data on my phone.

Re: Openreach not confirming appointment/visit

Chrisee — Sat, 27 Jul 2024 06:21:29 GMT

@Kmg1 I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Openreach not confirming appointment/visit

Kmg1 — Sat, 27 Jul 2024 07:18:43 GMT

Thank you.

Re: Openreach not confirming appointment/visit

Addie15 — Sat, 27 Jul 2024 09:59:01 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Kmg1.

Re: Openreach not confirming appointment/visit

Lisa-P1987 — Mon, 29 Jul 2024 15:55:11 GMT

Thanks for chatting to us @Kmg1 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Openreach not confirming appointment/visit

Kmg1 — Mon, 29 Jul 2024 16:31:15 GMT

This is a hopeless way to communicate. I only just got this notification.
I had to ring Sky again today. Hopefully the appointment they made with Openreach for Friday will go ahead.

Re: Openreach not confirming appointment/visit

Jeanette1473 — Fri, 02 Aug 2024 15:53:13 GMT

We have exactly the same problem. Its ridiculously bad service. Upgraded our 150mb to the 900mb. All confirmed eventually (although impossible to book via the MySky App), get an appointment confirmed and no engineer turns up. Been on to Sky for days now and still no answers. Might as well just switch it across to BT as their service takes a few days my friend informed me after just changing supplier.

It's just the lack of communication from Sky that is infuriating - they say they'll call back but rarely do! It can't be that difficult to make a simple appointment?

Re: Openreach not confirming appointment/visit

Kmg1 — Fri, 02 Aug 2024 16:21:34 GMT

To be fair Sky has generally tried to help. Openreach are the problem!
I have supposedly been connected by Openreach today to a non existent phone line. I haven't seen an engineer and have no broadband again.
sky are going to send one of their own engineers out. Don't know when but they can't possibly be as bad as Openreach.