topic Re: Fibre Installation Delays - Dulwich in Broadband

Fibre Installation Delays - Dulwich

Dulwiches — Tue, 26 Aug 2025 12:30:07 GMT

Hi, I’m hoping someone can help or advise. I placed an order for Sky fibre broadband at my new property earlier this year. The installation was originally promised by 24 April, but it is now 26 August and I still have no service. There have been multiple visits by Openreach, each identifying new issues (they discovered it wasn't actually connected, then there was a collapsed pipe, then they keep arriving to see nothing has progressed and can't do anything). More recently I’ve been told the delay is due to a wayleave with the landowner (Dulwich Estates). However, for the past few weeks I’ve been receiving weekly messages from Sky saying only that “Openreach is in touch with the necessary proprietor,” with no sign of actual progress or a timeline. Two of us work from home, and the lack of reliable broadband is causing real problems, especially as mobile coverage here is very poor and we are reliant on an internet dongle. I’ve received a small amount of automatic compensation for a missed appointment, but I don’t know what compensation applies for the overall delay. Has anyone else experienced long wayleave delays like this, and is there anything more I can do to move things forward? Thanks in advance.

Re: Fibre Installation Delays - Dulwich

JimM1 — Tue, 26 Aug 2025 13:43:27 GMT

@Dulwiches Nothing more that you can do!

Re: Fibre Installation Delays - Dulwich

Chrisee — Tue, 26 Aug 2025 14:18:06 GMT

@Dulwiches this link explains how the compensation works Customer Auto-Compensation | Sky Help | Sky.com

Essentially you are correct that there is little you (or indeed Sky) can do where one of the over 80k fibre installs Openreach schedule each week hits a snag. The delay is impossible to quantify in advance. .My own upgrade to fibre over ran by over 8 weeks but the compensation meant the new service was essentially free for the first 6 months. Issues like blocked ducts are a common issue how long it takes to get fixed depends on the extent of the blockage and where it is as a permit maybe required from the local authority to dig up the road.

Keep in touch with Sky but they can only tell you what Openreach tell them which is normally not a lot.

Re: Fibre Installation Delays - Dulwich

TimmyBGood — Tue, 26 Aug 2025 15:17:04 GMT

@Chrisee wrote:

@Dulwiches

Keep in touch with Sky but they can only tell you what Openreach tell them which is normally not a lot.

And Openreach themselves are reliant on Dulwich Estates to respond in a timely manner and not set unreasonable limitations.