topic Re: No engineer booked for full fibre order in Broadband

No engineer booked for full fibre order

VLCW — Wed, 14 May 2025 12:55:08 GMT

I have had nothing but problems trying to get full fibre installed from Sky.

this is my second attempt at ordering it from them and I rang and spoke to someone this morning who put the order through and read all the issues we had previously and said they understood and I reiterated we did not have a complete installation from the previous attempt.

Long story short we do not have the ONT installed, we have the outside wall box and cable and we have a Sky hub that was delivered ready for the previous order to be installed. But the inside terminal was never installed so there is no connection to the outside box.

The new order has an activation date on it and that a conversion kit has been dispatched, but I believe the conversion kit is just a cable.

Given I only placed the order this morning does anyone know if the engineer visit will be booked maybe tomorrow once their system has updated? We need an engineer to fit the ONT as otherwise there is nothing for the hub to be connected to, but there is no mention of an engineer visit, just an activation date.

Re: No engineer booked for full fibre order

JimM1 — Wed, 14 May 2025 15:17:03 GMT

@VLCW Sky's online order system is pretty quick at updating, and it is all down to what/who is available now to complete, all you can do is keep any eye on it, and double check the My Messages section for any updates. 👍

Re: No engineer booked for full fibre order

cookiemonsteruk — Wed, 14 May 2025 15:26:07 GMT

@VLCW

Could you enter your full address below and postthe table and notes after removig your address from the image

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

Re: No engineer booked for full fibre order

VLCW — Wed, 14 May 2025 16:15:38 GMT

Re: No engineer booked for full fibre order

cookiemonsteruk — Wed, 14 May 2025 16:24:39 GMT

@VLCW

It does say ont exists with no active service.. could be a case that anybody therebefore you made off with . Let me just recap on you your other posts here

When are you due to be activated ?

Are there any signs of any fibre cable (with green plugs) about the place

Re: No engineer booked for full fibre order

cookiemonsteruk — Wed, 14 May 2025 16:32:22 GMT

@VLCW

As far as openreach there is an ont. If not then you would have to wait until activation and call sky

Re: No engineer booked for full fibre order

VLCW — Wed, 14 May 2025 16:38:26 GMT

This is just ridiculous. Open reach installed the external cable to the outside wall at the start of April, but they never completed the install so there is no ONT inside the house, the cable does not pass through the wall it is coiled up outside.
we had all sorts of problems with openreach and eventually raised a formal complaint with sky and had to cancel everything as per their instructions. They said we could then reorder and they knew the situation and would ensure the install was completed properly.

so everything I explained this morning which they said they understood clearly was not understood as I said multiple times we have no ONT installed and that needed to be done.

how am I supposed to get full fibre at all if people think we have it when we don't? I can't go without broadband as I work from home.

Re: No engineer booked for full fibre order

cookiemonsteruk — Wed, 14 May 2025 16:44:56 GMT

@VLCW

If you wish i can escalate this to sky for you to save you the hassle

Re: No engineer booked for full fibre order

VLCW — Wed, 14 May 2025 16:45:38 GMT

Yes please do escalate to Sky, you have been so helpful, thank you

Re: No engineer booked for full fibre order

cookiemonsteruk — Wed, 14 May 2025 16:56:44 GMT

@VLCW

This has been escalated to sky

Please keep logged onto this forum using a chrome browdet

I've escalated your post via the community chat. This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or red and blue chat bubble. When the red/ blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Please feel free to add to the notes i sent to sky

"Customer has ordered full fibre. Notes say partial inground install with existing ont. Customer states the external fibre still hasn't even been bought internally let alone not having an ont"

Re: No engineer booked for full fibre order

Tom-W19 — Wed, 14 May 2025 17:18:02 GMT

Thanks for escalating. We've sent an invite to @VLCW.

Re: No engineer booked for full fibre order

VLCW — Sat, 17 May 2025 14:35:13 GMT

I did speak with Sky through this escalation and there wasn't much they could do except say wait and see.

I have since received a text to say that the activation will be remote and no engineer will visit. Even after speaking to them again they have said that essentially we have to wait for activation and then report the problem (!) and an engineer could be arranged then.
It's absolutely appalling service but there doesn't seem to be any way we can get an engineer here to connect the ONT to the external junction box before activation .
We are not medically reliant on an internet connection but my husband and I are both disabled so the internet does facilitate our wellbeing. I just hope the wait for an engineer after activation is not too long to get us properly connected. I really don't understand why Sky won't book an engineer, I have even offered to pay for it.

Re: No engineer booked for full fibre order

TimmyBGood — Sat, 17 May 2025 15:56:51 GMT

@VLCW wrote:

I really don't understand why Sky won't book an engineer, I have even offered to pay for it.

Typically because their limited channels of communication with Openreach (as required by Ofcom to prevent BT from gaining a competitive advantage) doesn't permit it.