topic Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next? in Broadband

Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

mannp — Thu, 27 Nov 2025 13:25:43 GMT

I signed up for Full Fibre in October 2025 and Openreach text to say install would be 10 November, 2025.

Between signing up and the 10th November I have 5 text messages from Openreach, 'will I be in' etc, I answered Yes.

The day before the install Openreach texted to say the install would be the end of Jan 2026, some 4 months after signup with Sky.

I have called Sky multiple times and nothing has happened.

I now have to pay exorbitant fees from my current provider, due to Openreach failures and Skys lack of action.

Can anyone help me get some info here please?

Is this really 'One touch transfer' from Ofcom, what a joke.

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

jamesn123 — Thu, 27 Nov 2025 13:40:16 GMT

Hi @mannp

The one touch transfer system is for when you are switching between two providers who are part of the scheme and you are switching on the same technology. To me it sounds like you are switching from either traditional broadband or Fibre to the cab, to full fibre. This would not fall under the one touch switch and can come with delays if Openreach find difficulties in getting the new fibre cable ran to your property.

To get an insight into what might be the holdup on your install, you can go to this site, use the address checker & then post the resulting table & text below the table back here.

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

mannp — Thu, 27 Nov 2025 13:55:17 GMT

Thanks for your response @jamesn123

Details below;

@mannp wrote:
I signed up for Full Fibre in October 2025 and Openreach text to say install would be 10 November, 2025.

Between signing up and the 10th November I have 5 text messages from Openreach, 'will I be in' etc, I answered Yes.

The day before the install Openreach texted to say the install would be the end of Jan 2026, some 4 months after signup with Sky.

I have called Sky multiple times and nothing has happened.

I now have to pay exorbitant fees from my current provider, due to Openreach failures and Skys lack of action.

Can anyone help me get some info here please?

Is this really 'One touch transfer' from Ofcom, what a joke.

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

mannp — Thu, 27 Nov 2025 14:01:50 GMT

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback

Threshold(Mbps) WBC FTTC Availability WBC SOGEA Availability

High Low High Low

VDSL Range A (Clean) help 80 72.2 64.8 Unavailable Available

VDSL Range B (Impacted) help 80 67.1 Unavailable Available

G.fast Range A (Clean) help -- -- -- -- -- Unavailable --

G.fast Range B (Impacted) help -- -- -- -- -- Unavailable --

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process

WBC FTTP Up to 1000 Up to 220 -- Available 1 Stage

Other Offerings Availability Date

VDSL Multicast Available

Exchange Product Restrictions Status

FTTP Priority Exchange N

WLR Withdrawal Y

SOADSL Restriction N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Potential Wayleave issues.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

mannp — Thu, 27 Nov 2025 14:11:32 GMT

Doesn't this mean Full Fibre is available?

WBC FTTP Up to 1000 Up to 220 -- Available 1 Stage

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

JimM1 — Thu, 27 Nov 2025 14:42:08 GMT

@mannp Was this part also in your advise from sky along with all the other blurb etc?

Delivery of service

Occasionally there are factors outside the control of Sky that may lead to delay. In rare cases where complex provisioning is required, or where issues occur, installation could take up to 90 days. In this event the latest your services would be a

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

jamesn123 — Thu, 27 Nov 2025 15:36:25 GMT

Hi @mannp

The important part of that text you pasted here is: "Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Potential Wayleave issues."

This suggests that your fibre line will come from a pole overhead and onto your property, however Openreach are suggesting that either the pole, or the cable, or both, may be on property that requires a wayleave. Wayleaves can often take time to be granted as it requires the property owner to approve & sign the access.

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

TimmyBGood — Thu, 27 Nov 2025 16:43:06 GMT

@mannp

Single Dwelling Unit Residential OH Potential Wayleave issues.

As @jamesn123 indicates, if Openreach is waiting for neighbouring landowner consent to either fly a cable across or burrow underneath then unfortunately that could take an entirely unpredictable amount of time, and even your January date might well slip..

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

mannp — Tue, 02 Dec 2025 13:32:56 GMT

Thanks all for the reponeses; been out of the country, so a little delayed replying.

I haven't received any 'blurb' from Sky, in fact I haven't received anything at all, apart from a welcome email.

After a couple of calls I made to them, they have not replied, gave no status updates and ignored my requests for help.

Not sure if thats allowed in the blurb, but its a pretty unprofessional way of doing business.

I'd understood the fibre would be pulled in the same route as the copper, which is underground for me, so wasn't clear on why it now needs to come over a pole.

Thanks again for the insights.

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

JimM1 — Tue, 02 Dec 2025 13:39:01 GMT

@mannp Sometimes the information is just not as it seems, but you posted back and that info supplied shows Pole fed, with a wayleave issue, it's all in the hands of OR to get the fibre to your home and doubtful if sky even have any update to give you. It's the way that you need to call them and don't expect any call back's is the way to treat it all!

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

mannp — Tue, 02 Dec 2025 14:21:47 GMT

Looking at the ratings for all the broadband suppliers the expectation of quality of customer service is very low, so I guess Sky is no differant.

I am left in discussions with my current provider to reduce their over inflated out of market charges now, while waiting for a transfer.

Its a pity we don't have a market watchdog, driving improvements in the industry, oh wait we do, but they are too busy going after Apple.

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

Chrisee — Tue, 02 Dec 2025 14:35:08 GMT

@mannp this isnt a matter thst market regulation could help it is down to a legal issue with having to get a third party agreement for the cable to your property pass over their property. The broadband market is highly regulated by Ofcom but in the real world these type of issues do occasionally delay installs you have been unlucky there is nothing Sky or you can do to speed things up.

This would of happened which ever ISP you chose but you are likely to receive compensation for the delay in commissioning the service see Customer Auto-Compensation | Sky Help | Sky.com

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

mannp — Tue, 02 Dec 2025 14:40:14 GMT

Thanks.

I was more referring to the finger in the air pricing my existing provider is coming up with between now and install date, as this doesn't feel very regulated.

Noted, useful link on the compensation, thanks.

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

TimmyBGood — Tue, 02 Dec 2025 16:10:20 GMT

@Chrisee wrote:

@mannp

This would of happened which ever ISP you chose

Unless it's one of the altnets which takes a relaxed view about asking neighbours whether they mind having a pole in their driveway...

Re: Sky Full Fibre advertised for my property but Openreach unable to deliver, what next?

mannp — Wed, 21 Jan 2026 14:14:20 GMT

As others mentioned it might be, its delayed again.

With no communication from Sky except a text, 'your new date in now ...' thanks Sky, nicely done.