topic Re: Sky cancelled my new broadband contract due to third party issues in Broadband

Sky cancelled my new broadband contract due to third party issues

Simonette — Wed, 27 Aug 2025 15:52:13 GMT

I was looking for a new broadband deal and I found one I liked, with Sky, 500mb for 27 pounds/month, for 24 months.

All agreed via chat with Sky, received confirmation email with provisionary installation date, all good.

After a month, Sky e-mailed me to call them. I called, they said they have to cancel my contract, due to third party issues ( Open reach)

Re: Sky cancelled my new broadband contract due to third party issues

JimM1 — Wed, 27 Aug 2025 17:02:19 GMT

@Simonette Is there a question you need answered or just keeping the Forum advised for your particular instance!

Re: Sky cancelled my new broadband contract due to third party issues

Simonette — Wed, 27 Aug 2025 17:07:35 GMT

How can Sky cancel my contract once they've agreed to it?

Why did it take one month for them to get back to me?

Where is their responsibilities for theirs customers?

Re: Sky cancelled my new broadband contract due to third party issues

Chrisee — Wed, 27 Aug 2025 17:07:56 GMT

@Simonette perhaps you are not aware but Sky like most ISPs do not own the network they use to deliver broadband. If Openreach cannot connect you Sky cannot deliver a service. If you want to know why enter your full address into the following checker Openreach Checker

If you need help in understanding the information given post a screenshot of thectable and thecfirst three lines of the notes after obscuring the reference to your address.

Re: Sky cancelled my new broadband contract due to third party issues

JimM1 — Wed, 27 Aug 2025 17:37:44 GMT

@Simonette As @Chrisee points out take a look at the link post up the details and someone will take a look, as to being a customer off broadband until it is activated then you are not!

While you pictures are clearing do you currently have a broadband package although a lot slower at present with anyone, first picture has cleared so at least Fibre is about but as to can you get it is yet another story!

Re: Sky cancelled my new broadband contract due to third party issues

Simonette — Wed, 27 Aug 2025 17:32:23 GMT

Re: Sky cancelled my new broadband contract due to third party issues

TimmyBGood — Wed, 27 Aug 2025 17:37:47 GMT

@Simonette

'UG congested duct'

Essentially Openreach is saying it has no way of getting an optical connection to the property without excavation that it's not currently prepared to undertake.

Re: Sky cancelled my new broadband contract due to third party issues

Simonette — Wed, 27 Aug 2025 17:43:02 GMT

Thank you all for your answers.

Although I understand, I still don't get how Sky agreed initially.

It seems that responsibility and respect towards the customers are concepts that no longer exists.

Re: Sky cancelled my new broadband contract due to third party issues

Chrisee — Wed, 27 Aug 2025 17:50:15 GMT

@Simonette when you order with Sky they place an order with Openreach as the database says a new order can be placed but when that order reaches the local team they sometime determine that in practice they cannot supply the connection without major work. It is pretty rare but does happen it is similar if you order a car from a dealer who orders the vehicke from the manufacturer who turns round and says they cannot supply.

Re: Sky cancelled my new broadband contract due to third party issues

Simonette — Wed, 27 Aug 2025 17:56:36 GMT

The City fiber cabinet is 20 feet from my front door, and I already have fiber with my current provider.

Still hard to understand...

Re: Sky cancelled my new broadband contract due to third party issues

JimM1 — Wed, 27 Aug 2025 17:56:45 GMT

@Simonette You know that you get the right to cancel with certain circumstance, sky also have the same, the service cannot be delivered at present as it is to costly to get to you, it may be fixed and you get later but just now it is not going to happen!

Re: Sky cancelled my new broadband contract due to third party issues

JimM1 — Wed, 27 Aug 2025 17:59:21 GMT

@Simonette Why did you not say that all at the start, who is your provider at present for your Fibre, and sounds that CF and sky are not up front but OR is the primary arrangement!

Re: Sky cancelled my new broadband contract due to third party issues

Simonette — Wed, 27 Aug 2025 18:06:52 GMT

Virgin is my current provider

Re: Sky cancelled my new broadband contract due to third party issues

JimM1 — Wed, 27 Aug 2025 18:14:05 GMT

@Simonette Then you have sky either via OR or CF, sky are not offering CF too you for whatever reason, contractual etc, and Virgin is a different company with there own service that only they do!

So now you may have to look at CF direct to see if they will give it to you or through some off the other ISP's if they are dealing that way!

Re: Sky cancelled my new broadband contract due to third party issues

TimmyBGood — Wed, 27 Aug 2025 18:28:40 GMT

@Simonette wrote:

Virgin is my current provider

Most Virgin circuits are their private coaxial cable. If it is Virgin FTTP (which is very rare) then it still cannot be used by either Sky or CityFibre.

Re: Sky cancelled my new broadband contract due to third party issues

Chrisee — Wed, 27 Aug 2025 18:55:29 GMT

@Simonette is thst via City Fibre? Ir it is raise a complaint as Sky should use City Fibre rather Openreach where both are available. See How to make a Sky complaint | Sky Help | Sky.com

Re: Sky cancelled my new broadband contract due to third party issues

Simonette — Wed, 27 Aug 2025 22:08:01 GMT

I have already made a complaint with Sky.

I was looking at other options, found Toob internet provider with great prices ( 900mb for 25 pounds)

Has anyone heard of them?

Re: Sky cancelled my new broadband contract due to third party issues

Sharcuk — Thu, 28 Aug 2025 10:15:34 GMT

@Simonette Toob state on their website that they use existing ducting wherever possible to deliver full fibre broadband. If, as the Openreach search suggests, the underground duct is blocked, Toob may have the same problem as Sky in delivering you a service.

Re: Sky cancelled my new broadband contract due to third party issues

Simonette — Thu, 28 Aug 2025 10:22:44 GMT

Hi, thanks for your reply.

On their website Toob are saying they work in partnership with CF, which is just outside my door, so I'm hoping will be ok.