topic Re: Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Prob in Broadband

Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Problem)

Jimothy13 — Fri, 02 Jan 2026 15:43:43 GMT

Hi everyone,

I’m hoping someone here can help me get some clarity before my FTTP installation goes ahead.

I’m switching to Sky Broadband, but before the installation takes place I need to make sure Openreach do not use the overhead route that crosses my neighbour’s property.

Here’s the situation:

My previous provider (Virgin Media) ran their cable across my neighbour’s property and directly across their window.
This caused a major complaint from the neighbour and was one of the reasons I left Virgin.
They have made it very clear that they do not give permission for any new cable to cross their property again.

I’m concerned that if Openreach arrive without this information, they’ll attempt to run the fibre the same way and the installation will fail — or worse, cause another dispute.

What I need Sky/Openreach to do is:

Add a note to my pre‑active FTTP order explaining that the neighbour does not permit an overhead cable route over their property.
Ask Openreach to review the routing before the engineer visit, and plan an alternative route (e.g. different pole, boundary line, or underground if possible).

I’ve tried explaining this via chat and phone, but it seems my request isn’t being understood, and I keep getting passed between teams.

Has anyone dealt with something similar, or does anyone know the correct team or process to make sure this routing restriction is added before installation day?

Any advice would be massively appreciated — I just want to avoid a failed installation and prevent a repeat of the Virgin problem.

Thanks in advance,
Jim

Re: Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Prob

daveNOS — Fri, 02 Jan 2026 16:11:00 GMT

@Jimothy13 You can use this link to find out how the fibre feed will arrive at your property https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome after entering your address it should show you what services are available, just below that table it should state how the fibre will arrive, when i use it for my address it states "OH feed hoist required".

I don't think Openreach will condsider a different route if they need to cross your neighbours property, it wouldn't be in the standard install budget.

Re: Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Prob

Jimothy13 — Fri, 02 Jan 2026 16:18:00 GMT

Thanks for the reply Dave— really appreciate you taking the time.

I’ve checked the BT Wholesale checker using the link you shared, and for my address it confirms “Single Dwelling Unit Residential OH Feed”, so yes — it looks like an overhead feed is expected.

My issue is that the only overhead path from the pole to my property would cross directly over my neighbour’s property and in front of their window, and they’ve been very clear that they will not permit any overhead cable there. Virgin previously installed their cable across that window, it caused a major dispute, and I left them partly because of it.

So my concern is that if an Openreach engineer arrives without any note on the order, they’ll try the same route, be refused by the neighbour, and the install will fail immediately.

I completely understand that Openreach may not consider an alternative route if it falls outside the standard install budget although I really hope not, the reason for this is because of a lack of poles on my street and the steepness of the hill we are on. I still want to make sure Sky/Openreach are aware of the restriction before the day, so the engineer doesn’t turn up blind and waste everyone’s time.

Do you know if there is any way for Sky to add a simple routing note (e.g. “neighbour will not allow overhead cable across property”) to the order, just so Openreach are aware and can advise whether the install is possible before scheduling the visit? I have been trying this afternoon but have just been left chasing my tail speaking to CC team.

Thanks again for any guidance — I just want to avoid the engineer arriving only to find the route blocked if poss.

Re: Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Prob

Chrisee — Fri, 02 Jan 2026 16:46:07 GMT

@Jimothy13 what is the entry on the FTTP line for the install process? If it is single stage you can speak to the engineers when they arrive. If it is two stage that gets a little more complex as the line could be run to your property and a CSP box fitted without necessarily you being given a fixed appointment as in theory you dont have to be around if its something like KC12 thst means a survey visit is planned.

Putting notes on orders is not somethiing that is that easy as Sky do not have direct contact with the local teams.

Re: Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Prob

Jimothy13 — Fri, 02 Jan 2026 16:56:45 GMT

Thanks, again helpful. My FTTP shows “Stage 1” for the install process.
So if I understand correctly, that means the engineer won’t do any external work before the appointment, and I’ll be able to speak to them directly before they attempt the overhead feed. That’s important because the only possible overhead path crosses my neighbour’s property, and they won’t give permission due to a previous issue with Virgin.

Does that mean the engineer will discuss the planned route with me on the day before they run the cable, and can look at alternative routing options if the neighbour’s line is blocked?

Re: Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Prob

Chrisee — Fri, 02 Jan 2026 16:59:15 GMT

@Jimothy13 basiclly you are correct the engineer will talk to you before starting work.

One point are you sure that Virgin and Openreach will use yhe same pole? It is possibly but relatively rare until recently..

Re: Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Prob

Sharcuk — Fri, 02 Jan 2026 17:39:07 GMT

@Jimothy13 As far as I am aware Openreach have a statutory right to cross cables over any property provided it meets certain criteria ( at least 3m above ground and 2m from the property).

In law a householder does not own the space above their property, so your neighbours have no legal grounds to object.

https://www.lambchambers.co.uk/property/the-electronic-communications-code-flying-lines-and-the-courts-power-to-impose-agreement/

Re: Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Prob

Jimothy13 — Fri, 02 Jan 2026 17:41:52 GMT

No im not sure at all actually, so I guess that could be the ideal solution - thanks

Re: Help Needed: FTTP Installation Routing Issue (Neighbour Refusal & Previous Virgin Cable Prob

Jimothy13 — Fri, 02 Jan 2026 17:43:19 GMT

Thank Sharcuk, its good to know but I dont want the ill feeling that comes with it if I can help it. They have lived here a long time without cables , and we have been here a few weeks so would ideally like a different solution... Appreciate the response though