topic Re: Either care call out in Broadband

Either care call out

Josiefloss — Wed, 06 Nov 2024 11:14:20 GMT

Can anyone help my brother was going to join sky the engineer came out today and refused to do the set up as he has Rothercare connected as he falls, he does not have a land line and this is connected through his mobile, if it's not connected through a land line why can't sky not be connected

thank you Jo

Re: Either care call out

Mister_Dalek — Wed, 06 Nov 2024 11:29:24 GMT

@Josiefloss wrote:
Hi
Can anyone help my brother was going to join sky the engineer came out today and refused to do the set up as he has Rothercare connected as he falls, he does not have a land line and this is connected through his mobile, if it's not connected through a land line why can't sky not be connected
thank you Jo

Was your brother supposed to be getting Sky Q installed? This is the Sky Stream forum.

Re: Either care call out

Josiefloss — Wed, 06 Nov 2024 11:32:03 GMT

No not Q I got him the streaming pucks

broadband and phone line, thinking as he doesn't go through a landline for his care he would be able to have the streaming boxes

Re: Either care call out

Mister_Dalek — Wed, 06 Nov 2024 11:50:52 GMT

@Josiefloss wrote:
No not Q I got him the streaming pucks
broadband and phone line, thinking as he doesn't go through a landline for his care he would be able to have the streaming boxes

Sky Stream pucks rely entirely on a constant fast and stable broadband connection. Without it they simply will not function. A landline is not necessary, but broadband absolutely is.

There is no engineer setup for Sky Stream - the pucks are a self-setup device.

Does your brother have a broadband connection already?

Re: Either care call out

Josiefloss — Wed, 06 Nov 2024 11:59:50 GMT

No he was having everything fitted by Sky but engineer refused because of the care box that works from his mobile

Re: Either care call out

mikealanr — Wed, 06 Nov 2024 12:38:34 GMT

Hi @Josiefloss

Sky engineers don't install broadband, Openreach does on behalf of Sky. As others have pointed out once the broadband was installed, your brother would need to set up the pucks.

We are fellow subscribers here on the forum, the best course of action would be to call Sky and rebook the broadband install. Clearly the open reach engineer misunderstood.

MikeAlanR

Re: Either care call out

TimmyBGood — Wed, 06 Nov 2024 13:17:04 GMT

@Josiefloss @mikealanr @Mister_Dalek

This is a problem with broadband installation due to a care alarm being present at the address, not an issue with Sky Stream.

Current Ofcom instructions require that transfer of broadband to an FTTP connection cannot go ahead if the installer isn't certain that it won't affect a care alarm.

Re: Either care call out

TimmyBGood — Wed, 06 Nov 2024 13:01:03 GMT

@mikealanr wrote:

Hi @Josiefloss

Sky engineers don't install broadband, Openreach does on behalf of Sky.

Actually Sky personnel are carrying out an increasing percentage of FTTP installations (typically CSP to ONT, including fusion splicing)

In addition I believe a number of Sky staff are now trained in overhead CBT to CSP deployment, which might be particularly suitable for the ex-satellite dish installers as they are already qualified on ladders.

Re: Either care call out

TimmyBGood — Wed, 06 Nov 2024 13:11:30 GMT

@Josiefloss wrote:

he does not have a land line and this is connected through his mobile, if it's not connected through a land line why can't sky not be connected

I suspect the installer may believe there's a blanket ban on broadband changes at an address with a care alarm.

Re: Either care call out

Josiefloss — Wed, 06 Nov 2024 13:50:26 GMT

Thank you I have spoken to Sky it seems they may still be able to sort we have to explain it's a care alarm and he will need set up through a copper wire, too tech for me but brother is trying to rearrange it again

Re: Either care call out

mikealanr — Wed, 06 Nov 2024 21:11:58 GMT

I didn't say it was a Sky stream issue @TimmyBGood !

@Josiefloss I'm confused as to why Sky are saying it has to be set up via copper. I understand if his care alam was using his landline... But if he is using mobile and 100% it is mobile Sky should even need to know he has an alarm!

Hope you get sorted anyway

MikeAlanR

Re: Either care call out

Josiefloss — Wed, 06 Nov 2024 21:48:09 GMT

I agree not sure why but I am just hoping it all gets sorted, brother is getting a phone call Friday morning from Sky to re-arrange his day to get open reach back in

but thanks for the replies