topic Re: Open reach in Broadband

Open reach

Andre1_1 — Mon, 12 Jan 2026 18:02:24 GMT

Came home to find open reach have installed a box to the front of my porch which has damaged the boards, they have also left a massive hole in the driveway! This was all done without consent. Anybody else had this problem. Sky customer service are pointless and open reach just deny it!

Re: Open reach

JimM1 — Mon, 12 Jan 2026 18:51:43 GMT

@Andre1_1 You must have requested a FF Full Fibre install to your home as an upgrade or did you not?

Re: Open reach

Andre1_1 — Tue, 13 Jan 2026 21:08:35 GMT

Yes and I was given a date of the 5/2/26. At no point was I informed that they would call before that and cause damage to my property.

If I had know they were coming I would have been there and told them where they need to put it. Where they put the box is nowhere near the existing phone line or near any power the other side of the wall.

To put the damage right is not far off £2000!!

I have to say also that I spoke with sky yesterday and I was assured that they would contact BT and guaranteed me a call back today, I'm still waiting!

Re: Open reach

Daniel0210 — Wed, 14 Jan 2026 08:17:14 GMT

@Andre1_1

You mean Openreach not BT.

As you can't contact OR directly about this you may need to submit a complaint (initially to Sky).

This link explains the methods of making a complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint

Sky will then have up to 8 weeks to resolve it or issue a deadlock letter.

Re: Open reach

Chrisee — Wed, 14 Jan 2026 08:19:05 GMT

@Andre1_1 In some cases Openreach will do external work before fitting a fibre line. It sounds like that is what has happened. Where the feed is rununderground this is often done in stages a team will do the digging work running a fine pipe and fitting the external connection box. A second team will tgen arrivecto run the fibre cable through the pipe to the connection box. If making good is required tghat is often only possible after thst work is coompleted. If concerned tell Sky who can communicatecwith Openreach.

On the installation day then the engineer will agree with you where the internal ONT can be fitted. Although they do try and meet customer's requirements they have limited time and normally will only be able to fit the unit on internal side of the wall the external box is on. In most cases that will be close the where the copper supply used but that is not always possible.

See more here https://www.openreach.com/help-and-support/full-fibre-broadband-installation-checklist#accordion-40d0825ecd-item-3a11284fcb

Re: Open reach

Andre1_1 — Wed, 14 Jan 2026 20:24:53 GMT

Yes open reach. I've raised it with sky, open reach and the company working on behalf of open reach, all have been an absolute waste of time so far.

Re: Open reach

Andre1_1 — Wed, 14 Jan 2026 20:28:18 GMT

I know all that👍 still they should inform a customer that they are visiting and asking permission before causing over a£1000 worth of damage!

Best bit is there was no need as there is already a fibre cable run and an external box fitted by my previous provider.

Re: Open reach

JimM1 — Wed, 14 Jan 2026 20:48:25 GMT

@Andre1_1 That's even better that they followed the same as the other provider's Fibre, so really nothing wrong with what they did getting to that point!