topic Engineer Assistance with Sky Internet Installation in Broadband

Engineer Assistance with Sky Internet Installation

Nataliia1 — Thu, 28 Nov 2024 16:17:08 GMT

Dear Sky Customer Support Team,

I hope this message finds you well.

I recently moved into an older home and am trying to set up Sky Internet for the first time. However, I am facing several issues that make it impossible for me to proceed without professional assistance:
1. The property is old and does not have the necessary socket to connect the router. This requires intervention from an engineer to install the appropriate connection.
2. The equipment in the house appears outdated and may also need professional setup to ensure proper functionality.
3. I am unable to download the Sky app on my phone, which prevents me from following any self-installation instructions.
4. I am not familiar with how to set up the internet independently.

When purchasing your internet service, I specifically requested an engineer visit to assist with the installation. Unfortunately, this request seems to have been automatically canceled. Could you please explain why this happened and help me reschedule an engineer visit as soon as possible?

I would greatly appreciate your support in resolving this matter. Please let me know if you need any additional information from me.

Kind regards,
Natali

Re: Engineer Assistance with Sky Internet Installation

peter-marlow+1966 — Fri, 29 Nov 2024 10:26:20 GMT

We are all customers on here not sky customer support, you need to ring sky about this

Re: Engineer Assistance with Sky Internet Installation

TimmyBGood — Fri, 29 Nov 2024 10:35:48 GMT

@Nataliia1

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

Re: Engineer Assistance with Sky Internet Installation

TimmyBGood — Fri, 29 Nov 2024 10:54:02 GMT

@Nataliia1 wrote:

When purchasing your internet service, I specifically requested an engineer visit to assist with the installation. Unfortunately, this request seems to have been automatically canceled. Could you please explain why this happened and help me reschedule an engineer visit as soon as possible?

Where Openreach records indicate that provisioning can be delivered remotely (either FTTC or existing FTTP) I don't think there's any mechanism for an ISP to book Openreach attendance at the address before or on the activation date: I suspect you never should have been told that was an option.

Once the activation date has passed, the householder can log a fault with Sky for issues such as missing sockets to be resolved by Openreach.