topic Re: New customer in Broadband

New customer

Nettie5 — Fri, 13 Jun 2025 13:42:20 GMT

Hi, I am a new customer waiting to start my sky experience, I have my box and remote and was told I needed openreach to install a box for full fibre then they will send an engineer out. Openreach have installed the box but nothing from sky! I have two weeks before my old contract runs out, I need an engineer but can't get any sense from sky help, can someone help please

Re: New customer

JimM1 — Fri, 13 Jun 2025 14:22:02 GMT

@Nettie5 The box OR installed inside your home, all powered up and green lights on it is that correct?

If you used sky to do ALL the switching process called OTS, then your 2 weeks does NOT run out, the lights stay on for the Broadband until sky say to your old provider OK we got them now, you can end! That's how it is suppossed to work, but oops do happen from time to time!

Re: New customer

Nettie5 — Fri, 13 Jun 2025 14:48:21 GMT

No it is not installed inside, we are waiting for engineer to run the full fibre cable from the box outside to the phone line inside, if that makes sense?

Re: New customer

JimM1 — Fri, 13 Jun 2025 14:51:24 GMT

@Nettie5 Have a look on your account, my orders or the My Messages, you mat have some updated info there, if not then call to sky to find out where it all stands. Outside done, waiting on the inside for completion and activation!

Re: New customer

Nettie5 — Fri, 13 Jun 2025 15:14:43 GMT

I tried calling them but all I got was a recorded message telling me to go online for help. It's driving me crazy. Going round in circles

Re: New customer

peter-marlow+1966 — Fri, 13 Jun 2025 16:17:57 GMT

Do you have these boxes ?

this is the box open reach put outside the house the fibre optic cable runs into it from the telegraph pole then runs from here to the box in the house and it looks like this

this is full fibre to the property broadband, this is the optical network terminal that the hub/router plugs into, should have been done on the same day, my installation was

Re: New customer

Nettie5 — Fri, 13 Jun 2025 16:59:38 GMT

Yes openreach did install a box outside, it's very similar to the top pic but it's black. Wondering now if they have done it properly

Re: New customer

JimM1 — Fri, 13 Jun 2025 17:29:26 GMT

@Nettie5 Different boxes, different stock's, different Engineers, it is just an external CSP (customer service point) box for the two Fibre cables to be joined, Engineer decides and what he has in his van at the time....

Still does not solve your problem did you see anything in your orders or messages?

Re: New customer

Nettie5 — Fri, 13 Jun 2025 19:03:06 GMT

No, nothing there. Getting stressed out, looks like I just have to wait and see if anyone turns up, luckily I'm at home

Re: New customer

JimM1 — Fri, 13 Jun 2025 19:18:21 GMT

@Nettie5 The norm is as you get close to your activation date, text is sent to your mobile or even potential e-mail, from SKY or OR whoever is doing the final part of your 2 stage install, we are coming to complete please respond or change by replying to the message etc, normal is like confirm if you are still ok to go as an example, then everything falls into place, but sometimes Engineers get a job which delay's them and that is a knock on effect which there is NO control over...HTH👍

Re: New customer

Nettie5 — Fri, 13 Jun 2025 20:37:26 GMT

Thank you so much for your help. I feel a bit better about it all now, I will wait for the message, at least I will be here at short notice.

Thank you