topic Re: Fibre install - not completed by engineer in Broadband

Fibre install - not completed by engineer

Blacknun — Tue, 15 Oct 2024 08:28:43 GMT

Hello - we had an engineer come out on Friday 11th October 2024 to install fibre gigafast. He came to the properety and did the usual install. after all the hardware was in place I heard him making a few calls. He seemed concerned that there was an issue. \After hearing him on the phone to some IT dept he eventually said - it's all installed and it would tke upto 48hrs to connect. he left us and that was it - it's now Tuesday 15th Oct and stil no connection, we have a blinking ONT light on the box on the wall, which I may also add is actually loose it moves .. sure it is supposed to be solid ... so called up SKY - was told there was nothing they could do and OPENREACH are sending out a person to survey the installation from outside, as I don't need to be in ...... how is this going to fix my connectivitey and loose box .... They say they are going to pay £6 a day compensation, and suggest I buy a wireless router until the issue is fixed .... anyone any suggestions what I can do - I'm thinking cancel order and go elsewhere atm

Re: Fibre install - not completed by engineer

TimmyBGood — Tue, 15 Oct 2024 08:35:58 GMT

@Blacknun wrote:

They say they are going to pay £6 a day compensation, and suggest I buy a wireless router until the issue is fixed .... anyone any suggestions what I can do - I'm thinking cancel order and go elsewhere atm

The delayed provisioning compensation specified by Ofcom is £6.10 per day.

The suggested hardware would be a cellular data hotspot with a SIM card, not a 'wireless router'

Without a functional FTTP circuit, no other Openreach ISP could provide service.

Re: Fibre install - not completed by engineer

Blacknun — Tue, 15 Oct 2024 08:35:58 GMT

They suggested a dongle or Pay as you go portable wifi router - do you really think SKY and the engineer should suggest this instead of getting the issue fixed

Re: Fibre install - not completed by engineer

Blacknun — Tue, 15 Oct 2024 08:38:59 GMT

realised after i posted I had put wrong info in about wifi PAYG dongle - not wifi router

Re: Fibre install - not completed by engineer

TimmyBGood — Tue, 15 Oct 2024 08:44:07 GMT

@Blacknun wrote:

do you really think SKY and the engineer should suggest this instead of getting the issue fixed

Yes, because such a device gets connectivity now while the optical circuit issue is investigated: this inevitably takes time.

Worth remembering that while your connection is absolutely your priority, it's one of 80,000+ new FTTP activations that week for Openreach.

Re: Fibre install - not completed by engineer

Blacknun — Tue, 15 Oct 2024 08:50:26 GMT

ok I can appreciate that but wouldn't you think that when they install it they would make sure it was working and not leve a box that is loose and basically scarper without doing a proper job. I would of expected the service to be complete. not have isssues and basically not getting any real answers from Sky. I even got a text message from them on Saturday saying ... "Sorry we couldn't complete your installation. Someone will be in touch soon with the next steps" - Still waiting for them to contact me ...... According to the engineer it was installed and just waiting for activation ... which could take from 1 hr upto 48hrs . - they also shouldn't be telling me to buy extra hardware should they ....... at the end of they day it was not a service I expected

Re: Fibre install - not completed by engineer

TimmyBGood — Tue, 15 Oct 2024 10:00:01 GMT

@Blacknun

Realistically a field engineer carrying out optical splicing cannot resolve upstream configuration issues themselves: the days when it was possible for a man with a van to fix most problems between socket and cabinet using pliers disappeared with copper circuits.