topic Re: Damage caused by Sky Fibre installer in Broadband

Damage caused by Sky Fibre installer

Pezzer1 — Thu, 26 Jun 2025 18:13:16 GMT

On 25th June I had Sky Fibre broadband installed.

All seemed well until I tried to turn on the Sky+ HD box. There was no satellite signal.

The broadband engineer then said that this was normal as the Sky+ HD box was not compatible with Sky Fibre broadband. He then suggested I sort this out by signing up for Sky Q, as this would work with Sky fibre.

Later in the day my son in law came round and almost hit the roof with what he saw.

The Sky+ HD double cable had ben cut outside the house. He then told me the freeview tv aerial wallplate had been disconnected to use the hole in the wall to feed in the fibre.

I have called sky on 5 occasions and everyone says sorry we cannot help as the Sky+ HD box is no longer supported and a new Sky Q contract will sort the problem.

But the Sky Q people arent coming until mid July and I now have no freeview and no sky tv.

Surely the broadband engineer had no right to do anything with my tv system or aeriel, and now I have no TV until this is sorted out and NO ONE at Sky is intereted. Its disgusting for anyone but I live on my own and the TV is my company. I am not technical and daughter in law has typed this up for me as I am 84 and live alone.

My son in law says he will sort me out with an amazon stick from this weekend so I have something to watch, but I am really unhappy with my experience with Sky and wish I'd never signed up for the blinking thing.

He also said that the Sky+ kit and wires, and the aeriel cable are my property and what the broadband engineer has done is effectively criminal damage.

Please could someone in this community help me. I am at the end of my tether on the phone. The call handlers all ask the same questions then say its nothing to do with them as the box is out of date.

I hope someone can help.

Pezzer1

Re: Damage caused by Sky Fibre installer

GD1 — Thu, 26 Jun 2025 18:25:31 GMT

@Pezzer1 You need to raise a complaint through the correct process here https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

The communuty can't deal with comlaints, however as a side note the engineer who cut your satellite cable should not have done that as it is completely irrelevent if you have Full Fibre broadband or not, Sky+ would still work even the on demand, cutting the cable in my view was irresponsible and Sky should be made to fix this.

Re: Damage caused by Sky Fibre installer

TimmyBGood — Fri, 27 Jun 2025 08:42:45 GMT

@GD1 wrote:

the engineer who cut your satellite cable should not have done that as it is completely irrelevent if you have Full Fibre broadband or not,

If I had to guess, I'd say the satellite cable was used to pull the fibre-optic through the wall, presumably by someone who thought full-fibre replaced the dish feed: I'm thinking an extremely misguided Openreach subcontractor rather than Sky personnel.

Re: Damage caused by Sky Fibre installer

JimM1 — Fri, 27 Jun 2025 10:24:06 GMT

@Pezzer1 Would advise you to also get that Fibre connection up and clipped, the box removed at the same time, you are going to be really upset if that Fibre cable get's damaged. Also looks like a new Sat cable run required, TV/Sat engineer can/will take care off that, Q requires new dish, new sat trans/reciever just nothing going to go smooth on it all!