topic Re: Long wait time in Broadband

Long wait time

sroberts100 — Wed, 30 Jul 2025 15:30:03 GMT

Is it possible to speak to a customer service agent regarding an update on my new Sky Broadband service provision? I have been waiting 2 weeks for OpenReach to come and lay some cables, but would like to know how much longer it will be.

Re: Long wait time

caesarome — Wed, 30 Jul 2025 15:42:07 GMT

@sroberts100

If nothing appears here for you regarding this:

https://www.sky.com/ordertracking

You would need to call Sky as we are customers here so can't get them to contact you.

Re: Long wait time

TimmyBGood — Wed, 30 Jul 2025 15:46:26 GMT

@sroberts100 wrote:

I have been waiting 2 weeks for OpenReach to come and lay some cables, but would like to know how much longer it will be.

From weeks to months is entirely plausible, unfortunately, particularly if roadway or pavement excavation is required.

If it's in the UK, putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable.

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

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.

Re: Long wait time

sroberts100 — Wed, 30 Jul 2025 21:00:33 GMT

Thanks very much for your response. This is an amzing ploy of Sky to get their customers to answer their other customers queries, rather than just employing staff to provide answers!

Anyway, that aside, there are various actions on the "My orders" page, some of which are activated, some delivered, but the last one has been "In progress" since 14th July. Someone did come and spray some paint on the ground, but there was no one out there the last time I looked, so who knows what is going on?!

Re: Long wait time

JimM1 — Wed, 30 Jul 2025 21:05:46 GMT

@sroberts100 Spray paint then up to 8 weeks later for civils to dig trench and duct as required, 21 days later connect cable, but you need sky to confirm if they have been notified of OR civils...

Re: Long wait time

sroberts100 — Wed, 30 Jul 2025 21:16:16 GMT

Thanks for the advice Timmy.

I entered my address and found the details. All sorts of acronyms, which don't mean anything to me unfortunately. The last engineer that came told me that the cabling runs close to my property, but just needs to be extended by about 3 metres. Maybe someone smarter than me can decipher the details in the attached screen grab.

My understanding of the situation is that Openreach are getting in touch with the council to get permission to extend the trench and cabling. However, in the meantime, I believe I have been paying Sky for a non existant service since 8th July. I don't doubt it will get sorted, I just wanted to speak to someone about timescales. 🙂

Re: Long wait time

sroberts100 — Wed, 30 Jul 2025 21:20:33 GMT

Thank Jim, but how does one get Sky to confirm anything? So far it would seem I am only able to rant about it to you helpful lot! I guess I need to get on the telephone.