topic Re: Defective telegraph pole- broadband installation incomplete in Broadband

Defective telegraph pole- broadband installation incomplete

Starz1 — Wed, 04 Sep 2024 12:45:55 GMT

Disappointed as we can't get connected to Sky today as the engineer discovered we had a defective pole.

Engineer said that BT Openreach have to respond within 10 days but that is a long time without service. We had the Virgin cut off a week ago and everyone in house is already missing the internet. How long will it take to resolve? I phoned Sky earlier but got disconnected after 35 minutes. Second time I phoned an automated voice said I would get a text but haven't had anything. I reported the problem online and have an email saying that they have my complaint. Can we do anything in the meantime? Will Sky send out a 4G dongle box ( not sure if that is the right term!)? Will Sky start charging us when we have no service? Should we go back to Virgin? What a disappointment.

Re: Defective telegraph pole- broadband installation incomplete

TimmyBGood — Wed, 04 Sep 2024 13:32:59 GMT

@Starz1 wrote:

Will Sky send out a 4G dongle box (not sure if that is the right term!)?

Sky Broadband doesn't offer cellular data service in the event of delayed provisioning (or in-contract faults, apart from a clause in the 'Broadband Boost' subscription supplement to add extra data to an existing Sky Mobile user account if Sky Broadband is down)

Unfortunately while Openreach may well have ten days to 'respond', I'd be amazed if they can manage a pole replacement in anything like that timescale.

Re: Defective telegraph pole- broadband installation incomplete

jamesn123 — Wed, 04 Sep 2024 13:02:22 GMT

@Starz1

The recommended process when switching to or from a non openreach ISP is to keep the service live until you've been connected by the other provider so its unfortunate your Virgin connection has already ceased.

If your pole is faulty and needs a replacement or repair this could be quite a long time for Openreach to do the work if they need specialist teams, road closures/lights or planning. I would recommend you get something to keep you going like a 4g/5g hotspot or perhaps even go back to Virgin.

Re: Defective telegraph pole- broadband installation incomplete

Starz1 — Wed, 04 Sep 2024 13:26:40 GMT

Wowsers! Thank you for replying although it wasn't the response I was hoping for as Virgin hiked price up to double the Sky introductory offer. We were advised by the Sky salesman to cancel our Virgin and have an overlap of a few days but when we went to sign up I couldn't get an engineer booked until a few days after our service with Virgin ended. Maybe it's back to Virgin we go. Thanks for your honest advice.

Re: Defective telegraph pole- broadband installation incomplete

Starz1 — Wed, 04 Sep 2024 13:28:28 GMT

Thanks Timmy. Given that the pole had been defective since April I think you might be right.