topic Re: Openreach cancelled order in Broadband

Openreach cancelled order

PhilV — Fri, 02 Jan 2026 12:32:51 GMT

Wifi in our home is cirrently woeful so went with the Sky offer to switch to Full fibre on 12th November.

New box etc arrived followed by an Openreach engineer who fitted new boxes inside and outside the house but said some work needed to be done to connect the fibre.

Received text to say they'd visit 8th December which was cancelled the day before arrival.

Received another text to say they'd be arriving on the 23rd December. No one turned up and didnt receive any communication from either Sky or Openreach.

Received email yesterday from Sky asking me to contact them as they couldn't wait to get us up and running. Spoke to them today and Openreach have cancelled the order as they need 3rd party permission to install. Sky cannot tell me who the third party is.

Sky have suggested we restart the order from scratch.

According to Open reachs own site we have full fibre availability to order now.

Theres no way to be able to contact Openreach.

Anyone else had this issue and a solution?

Re: Openreach cancelled order

JimM1 — Fri, 02 Jan 2026 12:58:10 GMT

@PhilV Know doubt many will have, sky supply you the broadband but it's down to OR to get all the Fibre up and connected to the home, and can be many reason's for connection issues. Is the cable fully at your home now both outside/inside completed that way?

You are a sky customer, normal OR will not speak to you direct but may request permission's etc from you or third parties... That can be as simple as access to a pole and someone refuses to allow such!

Re: Openreach cancelled order

Chrisee — Fri, 02 Jan 2026 12:55:26 GMT

@PhilV you cannot call Openreach and for data protection reasons they wont say who the third party is. I know this is frustrating but given the work already done Openreach wont have cancelled the order without cause. These way leave issues do happen and a land owner can only be forced to give consent in very limited circumstances.

While re-ordering might work be prepared for Openreach to cancel the order when they get it.