topic Re: Fibre installation in Broadband

Fibre installation

JanCarruthers — Fri, 14 Mar 2025 19:45:00 GMT

Has anyone had an issue with getting fibre installed. Ordered 2nd February installation booked for 19th March and was messaged 14 March rebooking to 3rd April. Seemingly Openreach took over installation and arrived at house 13th March no notification and surprisingly nobody answered!!!' No contact to say Openreach now installing or that date has changed. Now have day off work for nothing and need to take another one 3 weeks later.

Re: Fibre install

JanCarruthers — Fri, 14 Mar 2025 19:47:08 GMT

Need to be home for Sky to install but not for Openreach if they can install box externally where telephone line enters house.

Re: Fibre installation

mormegil — Fri, 14 Mar 2025 19:49:48 GMT

When an order is placed for full fibre openreach carry out an unannounced prelim visit to determine if any external work is required prior to the installation

if they then decide that it is best served as a single visit from openreach rather than a split visit they will reschedule to realign for their staff rather than what was previously agreed

you need to contact my sky in order for the original date to be restored if there is enough time left

Re: Fibre installation

JanCarruthers — Fri, 14 Mar 2025 19:52:07 GMT

Already contacted Sky who told me Openreach taken over which was news to me and that they had attended yesterday and there is nothing they can do to help.

Re: Fibre installation

mormegil — Fri, 14 Mar 2025 19:56:12 GMT

If you received a text message from sky to rebook you need to call that number to get through to the team that can help you with this

Re: Fibre installation

JanCarruthers — Fri, 14 Mar 2025 20:13:18 GMT

Was a text from Openreach no number worried if I reschedule appointment will be put back even further!!!

Re: Fibre installation

JanCarruthers — Fri, 14 Mar 2025 20:16:16 GMT

Tried to change, text confirms earlier appointments

are not available

Re: Fibre installation

TimmyBGood — Fri, 14 Mar 2025 20:21:41 GMT

@JanCarruthers wrote:

Has anyone had an issue with getting fibre installed.

Openreach is attempting to hit 85,000 FTTP installations a week to meet the national target date, so yes, even a small percentage of problems is a whole lot of unhappy households

Re: Fibre install

TimmyBGood — Fri, 14 Mar 2025 21:05:06 GMT

@JanCarruthers wrote:

if they can install box externally where telephone line enters house.

Note that the route of a new optical pigtail may be completely different to that of an existing copper connection.

Re: Fibre installation

JanCarruthers — Fri, 14 Mar 2025 22:38:09 GMT

My issue is I refused appointment when I initially booked this week as I was on holiday. I had an appointment booked which suited. To turn up with no notification and expect access is not acceptable especially when the new router had not been delivered so the installation could not have been completed. I do not understand why the original appointment was not kept, when it was booked 6 weeks in advance. I was told that Sky engineers completed the internal installation not Openreach. The communication from Openreach stated no internal access required.

Re: Fibre install

JanCarruthers — Fri, 14 Mar 2025 22:44:27 GMT

Point noted but that is not what the message I received from Openreach stated on 2nd March

Hi it's Openreach. We'll visit your property in the next few days to get you ready for your fibre installation.

You won't need to be present, but we'll need access outside, specifically to where the existing phone/internet cable enters the premises, to attach a small box (around 10cm X 12cm) to the external wall of the property at address ending 3NQ. If you're renting the property please ensure you have your landlord's permission for the work.

Reply CONFIRM if you're happy to proceed. Reply ACCESS if we can't do the work without someone present (e.g. due to locked gates). For further information reply MORE. If we don't hear from you, the work will go ahead as planned.

My line enters property at front door which opens onto street. So I confirmed and up until today that is the only communication I have had.

Re: Fibre install

Chrisee — Sat, 15 Mar 2025 07:22:26 GMT

@JanCarruthers sounds pretty normal whether they need an intial visit depends on how the fibre line runs in your road if its underground Openreach attend to run the new fibre cable from you local distribution point through prelayed ducts to your home and they fit a small grey Customer Service Point box to the front of your property. If its overhead usually that step is done as part of the install appointment but things vary. .

See here for more information https://www.openreach.com/help-and-support/full-fibre-broadband-installation-checklist#accordion-b43490109a-item-d91328b77e

Re: Fibre installation

JanCarruthers — Sat, 15 Mar 2025 11:20:30 GMT

I agree it is normal, and the internal installation was scheduled for next week. Openreach turned up unannounced expecting access to property and then gave new appointment date in further 3 weeks when access was not possible. I am extremely disappointed with Sky and Openreach for the way they have managed my install.