topic Re: Installation myth in Broadband

Installation myth

notreachsky — Tue, 15 Jul 2025 13:28:54 GMT

Sky's own video from it's "super excited" engineer says that "on the day of installation it's engineer will call to say when they are on the way and what time they will be with you". Well, today is my day but the Engineer calls and is standing outside my property not able to get in! He intimates it is my fault as I could have "tracked him on the app"!

I say I can be with him in 10 minutes. He says he will call his manager and ring me back. No call back received, just a text saying I will have to rearrange an appointment. Spoke to complaints (after eventually getting through) and next available appointment is on 25th July!! So, what has happened to the time allocated to my job and, unless engineer is paid per job rather than employed on a contract why can't they come back today, particularly as it wasn't of my making!

Re: Installation myth

Daniel0210 — Tue, 15 Jul 2025 14:43:23 GMT

@notreachsky

Unfortunately neither you nor a responsible adult were present when the engineer attended so I can understand the engineers comments about tracking his progress. You're stuck now with a future appointment. I'd recommend someone being in all day for the next one. Sky, if they wish, can charge you £25 for a missed appointment.

Re: Installation myth

JimM1 — Tue, 15 Jul 2025 14:57:35 GMT

@notreachsky What time where you allocated slot wise, and the time the Engineer called you at!

Re: Installation myth

notreachsky — Tue, 15 Jul 2025 15:08:33 GMT

8.00 - 1.00p.m. Called at 9.10 from a private number!

Re: Installation myth

notreachsky — Tue, 15 Jul 2025 15:09:58 GMT

But you miss my point! Sky's own video advised what happens on the day and it didn't happen!

Re: Installation myth

Daniel0210 — Tue, 15 Jul 2025 15:10:23 GMT

@notreachsky

Can understand your frustration but Sky will say someone should have been present between those times.

Re: Installation myth

notreachsky — Tue, 15 Jul 2025 15:12:33 GMT

Why are you defending them? I repeat that their own video says we are called by the engineer on the day before they arrive!

Re: Installation myth

Daniel0210 — Tue, 15 Jul 2025 15:37:09 GMT

@notreachsky

My son joined Sky in his new build (broadband/Talk and Q) just before Christmas. Some correspondence said the BB engineer needed to attend and some said no, no one needed to be in.

We went to his address that morning (given 0800 - 1300) and the engineer attended at just gone 9am iirc and was there less than 15 mins. There was no call beforehand. So the information can be conflicting I'm afraid.

Re: Installation myth

notreachsky — Tue, 15 Jul 2025 15:36:53 GMT

The Sky Video is categorical - I am not talking about different opinions from different Sky employees. I am talking about the official video which tells me what happens on the day, which, when you've ordered online, is the only contact they make!! I am well aware what they might say but they haven't got a leg to stand on as I have the video which tells me what happens.

Re: Installation myth

Daniel0210 — Tue, 15 Jul 2025 15:39:52 GMT

@notreachsky

I know for Sky Q visits there is no longer a call from the engineer and it's totally down to tracking. Haven't seen this video. It's not something that was sent out to my son prior to his activation. Was it sent to you or have you found it online?

Re: Installation myth

JimM1 — Tue, 15 Jul 2025 15:53:06 GMT

@notreachsky No one is defending anyone, we are all customers like you, and if you need apart from the video straight off the sky below.

On the day of your engineer visit

An engineer will visit your home within the confirmed time slot we’ve given you to install the new line. On the day, you'll get a text or email when the engineer is on their way. This will include a tracking link, so you can see how far away they are and what time they expect to arrive.

Someone over the age of 18, who can approve any work needed, will need to be home during the visit.

Not home yourself? Try to keep your mobile free in case the engineer needs to call you.

Re: Installation myth

notreachsky — Tue, 15 Jul 2025 15:57:03 GMT

There's nothing to debate. This was simply to tell others what sort of company they are dealing with and to find out whether others had received the same treatment! They sent me their video explaining what will happen on the day and no other call or text was received.

Re: Installation myth

GD1 — Tue, 15 Jul 2025 15:58:22 GMT

@notreachsky You were given a timeslot so you needed to ensure you or an adult where there during that slot, regardless of any video, no one was present for the appointment, the failing is yours as detailed in @JimM1 post the info is very clear about your appointment.

Re: Installation myth

notreachsky — Tue, 15 Jul 2025 16:00:14 GMT

......but that is the point. The Video is the ONLY info I received about what happens on the day.

Re: Installation myth

JimM1 — Tue, 15 Jul 2025 16:09:39 GMT

@notreachsky Who is the video from, do not see an offical sky, was it from one off the contractors doing the installation!

Re: Installation myth

GD1 — Tue, 15 Jul 2025 16:12:17 GMT

@notreachsky You would have received an email confirming the order you placed and the day/time also? Otherwise how did you know about the appointment?

Re: Installation myth

Mr+Slant — Tue, 15 Jul 2025 16:21:59 GMT

"engineer is paid per job"

Is the correct answer. Same as Virgin. Same as Kellys & every other subcontractor for Openreach/Virgin/altnets.

Was/is just the same for satellite dishes - back in 2012 some poor sod had to drive from Birmingham to Leicester to fit a dish for us & he got paid £17.50 for it. Didn't even cover his diesel.