topic Re: Fibre installation a messy eyesore - how do I make a complaint? in Broadband

Fibre installation a messy eyesore - how do I make a complaint?

bundly-wundly — Sun, 08 Feb 2026 09:07:25 GMT

Fibre installation done 4 days ago is a messy eyesore - how do I make a complaint? I've wasted ages of my precious time today trying to find a phone number or email address but all I get is stuck in a circular loop asking me to choose one of the following issues, but MY issue is not one of those listed.

It's so frustrating!

I am prepared to leave Sky after 20 years over this issue! The installation has blighted my home!

Re: Fibre installation a messy eyesore - how do I make a complaint?

Daniel0210 — Sun, 08 Feb 2026 09:16:43 GMT

@bundly-wundly

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: Fibre installation a messy eyesore - how do I make a complaint?

bundly-wundly — Sun, 08 Feb 2026 09:24:01 GMT

it's 0930 on a Sunday and the messaging service which it states very clearly is open from 0830 on a Sunday is "unavailable"!

So frustrating!

Re: Fibre installation a messy eyesore - how do I make a complaint?

Daniel0210 — Sun, 08 Feb 2026 09:30:46 GMT

@bundly-wundly

Try again. Mines says it's available. Are you in the UK?

Re: Fibre installation a messy eyesore - how do I make a complaint?

bundly-wundly — Sun, 08 Feb 2026 09:32:54 GMT

Yes of course I am in the UK. It's 0932 and its showing as unavailable, I have now sent an email instead.

I'm hopping mad about this - did you see the photos? Disgusting!

Re: Fibre installation a messy eyesore - how do I make a complaint?

Daniel0210 — Sun, 08 Feb 2026 09:34:37 GMT

@bundly-wundly wrote:

Yes of course I am in the UK.

@bundly-wundly

You could have been in the ROI.

By the way you haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Re: Fibre installation a messy eyesore - how do I make a complaint?

TimmyBGood — Sun, 08 Feb 2026 14:24:01 GMT

@bundly-wundly

They should have swept up after themselves, the entry point cover is cheap and nasty and the nails are particularly unfortunate. It also looks like there's a significant amount of spalling underneath the plastic.

The overall cabling layout is unavoidable though: presumably optical fibre is being delivered from a pole down to the CSP (external enclosure on the right)

For context, Openreach is trying to hit 85,000 new FTTP installations every week this year to reach the national target at the end of December.

Re: Fibre installation a messy eyesore - how do I make a complaint?

Sharcuk — Mon, 09 Feb 2026 11:49:30 GMT

@bundly-wundly Presumably you are aware that this external work would have been carried out by Openreach or one of their contractors, not Sky.

It is likely that you would have received the same level of service regardless of whether you were with Sky or any other ISP who uses the Openreach infrastructure.

Threatening to leave Sky seems a bit of an overreaction.

Re: Fibre installation a messy eyesore - how do I make a complaint?

JimM1 — Mon, 09 Feb 2026 12:12:09 GMT

@Sharcuk Going to take a drill gun, masonary bit, 4 rawplugs and some nice finished stainless screw's to sort that out, brick behind the plaster and hammering nails not the way to go!

Re: Fibre installation a messy eyesore - how do I make a complaint?

bundly-wundly — Mon, 09 Feb 2026 19:21:36 GMT

Timmy, I am confused about what this has to do with Openreach, which I believe is BT? Or am I out of touch?

My phone line is with Sky, as well as my internet. The man who came was wearing a jumper with SKY on it, not BT.

I forgot to mention that he also installed a box on the wall INSIDE without my permission, and this box stops me from being able to push my filing cabinet flat against the wall, and now things keep falling down behind it and I cannot retrieve them as I am disabled.

A man who is a self-employed qualified installer (18 yrs with BT) has messaged offering to re-run everything and put it all right, for cash. Shall I take this option or is he not allowed to interfere with Sky's wiring?

Re: Fibre installation a messy eyesore - how do I make a complaint?

JimM1 — Mon, 09 Feb 2026 19:27:06 GMT

@bundly-wundly No to the last part, no cash to part hands with!!!!! It's only the cable entry cover to be fixed and not with nails!

You had a fully trained sky Engineer licensed to work on the OR side, yes BT is NOT the reference anymore, OR Openreach are fully the infrastucture team although they are ALL parts off the BT Group of companies etc,

Re: Fibre installation a messy eyesore - how do I make a complaint?

TimmyBGood — Mon, 09 Feb 2026 19:47:46 GMT

@bundly-wundly wrote:

Timmy, I am confused about what this has to do with Openreach, which I believe is BT? Or am I out of touch?

Openreach Limited is wholly owned by BT Group, but as the monopoly national network maintainer works on behalf of all client ISPs. Openreach is leading the national move to FTTP

My phone line is with Sky, as well as my internet. The man who came was wearing a jumper with SKY on it, not BT.

Some Sky employes are certified by Openreach for second stage FTTP installation (CSP to ONT) to meet the target date.

I forgot to mention that he also installed a box on the wall INSIDE without my permission, and this box stops me from being able to push my filing cabinet flat against the wall, and now things keep falling down behind it and I cannot retrieve them as I am disabled.

An internal box (the Optical Network Terminal) is a requirement for FTTP to function.

A man who is a self-employed qualified installer (18 yrs with BT) has messaged offering to re-run everything and put it all right, for cash. Shall I take this option or is he not allowed to interfere with Sky's wiring?

It's not Sky wiring: Openreach owns the national network cabling as far as individual ONTs, and it shouldn't be interfered with (particularly not to the extent of remaking a fusion splice)

Re: Fibre installation a messy eyesore - how do I make a complaint?

Sharcuk — Tue, 10 Feb 2026 14:28:15 GMT

@TimmyBGood @I wasn't aware Sky engineers now did external works, thanks for the info, my bad!