topic Re: Full Fibre Installation Problem - Now Stuck in Broadband

Full Fibre Installation Problem - Now Stuck

Edward50 — Tue, 22 Oct 2024 10:41:15 GMT

Hi all, an engineer came round earlier to install full fibre but unfortunately said that he couldn't complete it because there is a problem with the copper wire which only openreach can deal with. The ONT has been installed inside.

Phoned Sky to try and get a temporary internet solution and was told there is no problem with the connection and the engineer should have been able to install it. Was offered no other way forward other than that. So I am now stuck with no internet with the engineer saying there is a problem and Sky saying there isn't. Any idea how to move forward?

This is the output from the DSL checker if it helps:

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

FTTP is available and a new ONT may be ordered.

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: Full Fibre Installation Problem - Now Stuck

TimmyBGood — Tue, 22 Oct 2024 10:45:50 GMT

@Edward50 wrote:

Hi all, an engineer came round earlier to install full fibre but unfortunately said that he couldn't complete it because there is a problem with the copper wire which only openreach can deal with. The ONT has been installed inside.

Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

'copper wire' shouldn't be relevant to a ducted FTTP installation unless perhaps it's either blocking the duct or jammed in it (where the installer was hoping to use it as a pull-cord)

Re: Full Fibre Installation Problem - Now Stuck

Edward50 — Tue, 22 Oct 2024 10:50:43 GMT

Hi there, thanks for responding. Yes he is saying it is blocked. When he went to pull it through it is catching on something and so he has reported it to Openreach.

As someone who has no tehcnical knowledge, I have my old Superfast Broadband router. Can Sky not just activate that again as a temporary measure? Otherwise I am looking at having no internet for weeks.

Re: Full Fibre Installation Problem - Now Stuck

jamesn123 — Tue, 22 Oct 2024 14:08:35 GMT

@Edward50

Was this a fresh order for broadband or an upgrade from FTTC to FTTP?

Re: Full Fibre Installation Problem - Now Stuck

Edward50 — Tue, 22 Oct 2024 14:17:23 GMT

Hi, I have moved house and the only option they gave me was full fibre. At my old house I was using old-style broadband.

Re: Full Fibre Installation Problem - Now Stuck

jamesn123 — Tue, 22 Oct 2024 14:47:57 GMT

@Edward50

Typically once FTTP is available at an exchange Openreach stop accepting orders for FTTC. However it does also state that your exchange 'isnt currently in a fibre priority programme' this means you should still be able to order FTTC. With that being said, Sky may have their own policies which say that a customer cant order FTTC if FTTP is available to them so you may need to go to another ISP if you want a copper connection for now.

Re: Full Fibre Installation Problem - Now Stuck

TimmyBGood — Tue, 22 Oct 2024 14:57:29 GMT

@Edward50 wrote:

Can Sky not just activate that again as a temporary measure? Otherwise I am looking at having no internet for weeks.

Unfortunately it appears ISPs won't do that because their profit margin isn't calculated to afford two sets of Openreach activation fees.

Re: Full Fibre Installation Problem - Now Stuck

Ph1l1 — Wed, 22 Jan 2025 22:01:49 GMT

I've had my fibre fitted by a sky engineer which was a success. But there was a problem with the outreach connection. I am still waiting for them to connect it. It's been over a week now and I've heard nothing.

Re: Full Fibre Installation Problem - Now Stuck

Chrisee — Thu, 23 Jan 2025 07:12:56 GMT

@Ph1l1 you need to check with Sky on whst Openreach have told them, so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

You should be beceligible for compensation see Customer Auto-Compensation | Sky Help | Sky.com

Re: Full Fibre Installation Problem - Now Stuck

Mr+Flibbles+86 — Thu, 23 Jan 2025 12:25:50 GMT

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

Re: Full Fibre Installation Problem - Now Stuck

Tom-W19 — Sat, 25 Jan 2025 12:27:41 GMT

Hi there

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.