topic Re: Broadband switch over unsuccessful in Broadband

Broadband switch over unsuccessful

JayPatel1954 — Fri, 03 Oct 2025 16:33:14 GMT

Hi,

Openreach came out today to install full fibre into our house so we could connect to our upgraded sky broadband package which was due to be activiated today. However, they where unable to do this and stated they would need to return to carry out some works. We do not have an ETA when this is likely and our current broadband connection has been switched off.

While we wait for the fibre switch off to take place, wondering why Sky did not keep our current connection active.

Re: Broadband switch over unsuccessful

JimM1 — Fri, 03 Oct 2025 16:48:36 GMT

@JayPatel1954 Is the sky Hub still connected cable wise to the Original Copper OR Master socket?

Re: Broadband switch over unsuccessful

JayPatel1954 — Fri, 03 Oct 2025 23:38:01 GMT

@JimM1 - Thank you for your reply. The sky hub and all the cables are still connected to the master socket, but we continue to get a flashing amber light. Have tried resetting the sky hub and cables to no avail. Did attempt calling the sky but had to abandon the call after waiting for around 30 minutes on hold.

Will try again in the morning but reliant on the internet for work so have purchased one of those portable Wi-Fi/4G router (SIM card) from amazon as an interim measure. Can't afford to stay disconnected.

Re: Broadband switch over unsuccessful

Chrisee — Sat, 04 Oct 2025 07:03:05 GMT

@JayPatel1954 you ood connection should not have been disconnected until the new servicexwas up and running but Openreach have been known to jump the gun unfortunately if they have done that it is near impossible to get it reconnected but do ask Sky. You should start accrueing compensation as explained here Customer Auto-Compensation | Sky Help | Sky.com

Re: Broadband switch over unsuccessful

JimM1 — Sat, 04 Oct 2025 07:54:10 GMT

@JayPatel1954 It's the way to do it now, how far did OR get with the installation, they are normally very good at informing you the customer what is going on especially when there is a Fibre issue, like LOS or a flashing Pon on the ONT, at that point they do not even attempt the switchover from the copper to fibre connection as they are aware it is NOT going to work out!

Sky may have the required info from OR by now, but that sometimes does take a few days to get logged! Good luck with your call but you do just need to hang on until someone picks up!