topic Re: Extremely poor service!! in Broadband

Extremely poor service!!

Bishop1 — Tue, 30 Dec 2025 10:12:00 GMT

Moved house on 18/12. Transferred Sky FTTP to new house with an activation date of 19/12. This was delayed until 24/12 - apparently an Openreach issue. Service activated but no Brodband at the property. Possibly ONT issue or cabling at the property (should be no issues as previous owners had no problems with their FTTP). Still waiting as of 30/12 for Internet. Partner and kids upset. My Stress levels through the roof. Surely this should be a simple quick visit?! How long are the wait times? Sky not managing customer expectations and repeated conflicting updates! No doubt Openreach are playing a major role in all this!

Re: Extremely poor service!!

GD1 — Tue, 30 Dec 2025 10:16:53 GMT

@Bishop1 Unfortunately youi've hit a bad period being Christmas where we've lost an addition 2 working days, today would only be the 2nd working day of not working, what have Sky said when you spoke to them?

Re: Extremely poor service!!

Bishop1 — Tue, 30 Dec 2025 10:23:55 GMT

It has apparently been "escalated". Frustrating thing is that on 24/12 Sky booked an Openreach engineer appointment for 27/12. Waited around all afternoon for a no-show to then be told that Openreach engineers don't work weekends (despite both Sky and Openreach messaging me to confirm the appointment). It is an utter shambles.

Re: Extremely poor service!!

Daniel0210 — Tue, 30 Dec 2025 11:06:01 GMT

@Bishop1

Whilst Openreach may work on major faults covering a large area etc at a weekend they don't work on issues at individual dwellings.

Re: Extremely poor service!!

Bishop1 — Tue, 30 Dec 2025 11:10:43 GMT

In my experience thus far, they don't work (at all).

Re: Extremely poor service!!

JimM1 — Tue, 30 Dec 2025 11:11:02 GMT

@Bishop1 Did you also have an FTTP service before your home move at the old property and if so then all off the equipment you took with you should have been working, as you mention the new home had FTTP, what is the state off the ONT Lights that you can see!

Transfers one to the other should go smooth but you do have to be sure the departing resident's did there side also correctly and removed there ownership with whoever supplied to them!

Re: Extremely poor service!!

Bishop1 — Tue, 30 Dec 2025 11:48:55 GMT

Yeh I had FTTP before.

ONT Lights that are green are:

Power

Optical

LAN1

ONT light which is not green is:

Internet

Have been asked for the same info on each and every Sky call. Seems making accurate notes is not Sky's strong point.

Fairly certain at this stage that it would be easier to bin off Sky altogether and set up a new contract elsewhere and simply say I don't have a ONT or connection at the property!!!

Re: Extremely poor service!!

JimM1 — Tue, 30 Dec 2025 11:53:38 GMT

@Bishop1 Do you know what type off ONT it is, see the sky link below!

Optical Network Terminal | Sky Help | Sky.com | Sky Help | Sky.com

Re: Extremely poor service!!

Bishop1 — Wed, 31 Dec 2025 00:38:55 GMT

None of those listed.

It must be an older one but still very much an Openreach device. The previous owners reported no issues whatsoever.

Re: Extremely poor service!!

JimM1 — Wed, 31 Dec 2025 09:06:40 GMT

@Bishop1 Because you mention the Optical and the Internet on it, think it may be the old Nokia model that OR no longer uses, was wondering if they had plans to replace it with a more up to date version! You may see it from this info link!

Openreach modem (ONT) explained: Ports and models available | BT Help

Re: Extremely poor service!!

Bishop1 — Thu, 01 Jan 2026 09:28:37 GMT

@JimM1 yeah believe it is the old Nokia style. However, apparently no issues with the previous owners' ISP and service supply. We now have an engineer visit tomorrow morning. We'll see if they show up this time!!