topic Re: Waiting for installation in Broadband

Waiting for installation

NeilRoss — Mon, 23 Jun 2025 14:40:12 GMT

I'm still waiting for my broadband to be installed, yet I've been charged a full month of using the tv services, yet we've not been able to use any of our tv services due to having no wifi, I'm very disappointed in sky to be honest, and think it's very disgusting how you can treat new customers like this, I phoned Tuesday 17th June as we were supposed to have an engineer come out Wednesday 18th June. Text message had been sent out saying someone as coming between 8 and 1, I then checked the app to find out it had been cancelled. We had no other message to say they wasn't coming. When I phoned I told the person on the phone I would give it a week for someone to come out and do the work that needed doing. It's Monday now and still no one has come round to dig up the front garden like they said they were going to, so you have till Wednesday 25th if my wifi hasn't been put on by then I will be cancelling the services as this is no way to treat new customers leaving them with no wifi and no access to the new tv services because of having no wifi.

kind regards

Neil Ross

Re: Waiting for installation

Anonymous — Mon, 23 Jun 2025 14:55:27 GMT

@NeilRoss Unfortunately, you are speaking to other customers on here. We can't do anything to directly help you. You are within your rights to cancel if you're still in your cooling off period and you can make a complaint by using the Complaints option in the forum footer.

Re: Waiting for installation

NeilRoss — Tue, 24 Jun 2025 07:52:37 GMT

Thank you, I actually realised that after I posted. It made it seem on the app that I was going to be leaving a message for someone from sky. It's just really frustrating how long they are leaving us with no wifi, what's the point in us having the tv and puck delivered when we can't use it, and then they are expecting me to pay for services I haven't used.
thanks for your response though.

Re: Waiting for installation

JimM1 — Tue, 24 Jun 2025 09:17:10 GMT

@NeilRoss The trouble with TV And Streaming they both work independant of sky broadband so any connection to the Internet will allow both to work, and it's the instant TV is ordered it's out the door winging it's way to the purchaser, sky really have ZERO idea what it is connecting on.

Re: Waiting for installation

DisapointedSky — Sat, 19 Jul 2025 06:20:59 GMT

I have had EXACTLY the same issue, except they were supposed to come on the 15th July, I heard nothing. I've been fobbed off twice on the phone (saying they'll get back) and haven't got TV or Broadband. I'm a also new customer.

Re: Waiting for installation

JimM1 — Sat, 19 Jul 2025 07:24:46 GMT

@DisapointedSky The Forum has no idea what reason caused you not to get a Broadband connection done, and until the Engineers get back to sky with the exact specific's then they do not know either, but four day's on now you should be able to find out from Sky the reason why and what is going to be done about it, that is if the know and have been advised!

Re: Waiting for installation

MsHe — Sat, 19 Jul 2025 08:42:30 GMT

Hi Are you connected yet? I am having the same issue. I have had my ONT installed and router inside the property but still waiting to be connected from the road. I know there was an issue as to where the fibres were outside but im not even getting any updates. I tried phoning sky but keep getting automated messages instead of being able to speak to a really person.

Re: Waiting for installation

DisapointedSky — Sat, 19 Jul 2025 09:15:37 GMT

I managed to talk to someone earlier, he pointed out that the cables for full fibre were taking time, which is why there's a delay. He said until they are fixed, I will have to wait and that some kind of agreement will be made on the 23rd. So he will be in touch then. He also said he'd knock off the first payment for me, because of my lack of any services. So I guess I'm now just waiting.

Re: Waiting for installation

MsHe — Sat, 19 Jul 2025 11:29:38 GMT

Ive sent them a message this morning. We shall see what happens. Ive also said im considering looking elsewhere as ive been getting no updates at all 🙄. I'll give them enough time to respond though 😊

Re: Waiting for installation

TimmyBGood — Sat, 19 Jul 2025 12:37:24 GMT

@MsHe wrote:

Ive also said im considering looking elsewhere as ive been getting no updates at all

Unfortunately where the delay is in optical fibre installation by Openreach, by definition all ISPs which use the national network will face the same problem.

ISPs receive only very limited information from Openreach about progress (or lack of it) at any individual address.

Re: Waiting for installation

DisapointedSky — Sat, 19 Jul 2025 13:37:32 GMT

Useful. I've just noticed I have an Openreach box on my (inner) wall, would this help me?

Re: Waiting for installation

TimmyBGood — Sat, 19 Jul 2025 13:40:49 GMT

@DisapointedSky

Neither an Openreach copper socket or an Openreach ONT without optical fibre can improve the situation.

Re: Waiting for installation

DisapointedSky — Sat, 19 Jul 2025 13:45:07 GMT

Thanks, I was just curious.