topic Re: So much for Communication in Broadband

So much for Communication

Greytide17 — Tue, 22 Oct 2024 15:06:39 GMT

So I have this visit booked:-

Arrival date and time. Friday 15th November 8AM to 1PM

A Sky engineer will visit your home within the confirmed time slot to install your Sky Broadband.

Someone over 18 (who can approve any work needed) needs to be home for the full time slot and few hours after – just in case they arrive near the end of the slot.

Then I get this message:-

Confirmation of your Sky Broadband activation date and details

04/10/2024 at 5:05 pm4 October 2024 at 5:05 pm

We can confirm your Sky Broadband and Talk will now be activated on 15 November between 08:00 and 13:00. It's all done remotely, so no need to wait for an engineer.

So it seems that I can both be in and out!

As the ONT has not yet been fitted, I suspect that the different departments are not communicating. Maybe they should subscribe to better broadband. Is this normal for Sky????

Re: So much for Communication

cookiemonsteruk — Tue, 22 Oct 2024 15:08:55 GMT

@Greytide17

Could you enter your full address below and copy and paste the notes below the table

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

Re: So much for Communication

Greytide17 — Tue, 22 Oct 2024 15:29:48 GMT

I have :- Single Dwelling Unit Residential UG partial Direct In Ground.

WBC FTTP Up to 1000 Up to 220 -- Available KCI2 Assure

Openreach have already been and surveyed and are looking to put in the outside box this week I think.

Sky seem to indicate in one message that I do not need to be in on the 15/10 and in the other that I do. As they need to fit the ONT, I obviously need to be in!

They don't seem to be on the same page.

Re: So much for Communication

cookiemonsteruk — Tue, 22 Oct 2024 15:35:25 GMT

@Greytide17

And in the notes below i assume it says new ont may be ordered as opposed to ont exists etc?

Re: So much for Communication

Greytide17 — Tue, 22 Oct 2024 15:38:40 GMT

Yes correct.

Re: So much for Communication

cookiemonsteruk — Tue, 22 Oct 2024 15:41:33 GMT

@Greytide17

I don't see any other way sky/openreach can install the ont without you being in to let them in

Appears to be a breakdown in communication.

Re: So much for Communication

Greytide17 — Tue, 22 Oct 2024 15:58:04 GMT

Totally. And they they have the gall to say I may be charged £25 if I miss the visit!

Not impressed so far.

Re: So much for Communication

TimmyBGood — Tue, 22 Oct 2024 16:23:19 GMT

@Greytide17

Worth noting that Openreach is attempting over 80,000 new FTTP activations a week, and is legally obligated to treat all of its ISP clients equally badly.

Re: So much for Communication

Greytide17 — Tue, 22 Oct 2024 16:25:54 GMT

They turned up today to do a house 2 doors down so I had a word and they are going to try to do both at the same time. I may be lucky!!

Re: So much for Communication

Greytide17 — Thu, 24 Oct 2024 15:17:54 GMT

No such luck. I have now found out that they will complete by 4th Nov. Sky were meant to inform me but failed.

Re: So much for Communication

Greytide17 — Tue, 17 Dec 2024 06:36:03 GMT

not to be, now moved to 9th Dec.

Well, that didn't happen.

Ordered BB on 12 Sept and STILL WAITING.

This is pathetic Sky. Get your house in order.

Re: So much for Communication

Chrisee — Tue, 17 Dec 2024 07:33:49 GMT

@Greytide17 it is highly probable thst the delay is not down to Sky but its Openreach who have hit an issue and thst is delaying your service .Its not an uncommon issue unfortunstely but all Sky can tell you is what Openreach have told them,

Sky can do nothing to speed them up but you will becdue compensation for the delay see Customer Auto-Compensation | Sky Help | Sky.com

Re: So much for Communication

Greytide17 — Tue, 17 Dec 2024 07:37:59 GMT

Openreach did the house 2 doors down a few weeks ago but chose not to do the fiber to my house. I am well aware that Openreach are involved but Sky have a duty to escalate this to the highest level with OIpenreach. I have had 3 Engineers from Openreach round, each has said there is no problem with doing the work but it just never happens. The team they did send didn't have the right equipment and so went away. I look to Sky to do some serious kicking here.