topic Re: Unbelievable in Broadband

Unbelievable

DGL81 — Wed, 06 May 2026 09:17:49 GMT

If someone could please contact me directly and help with my issue. After contacting the customer service team and making them aware that I would be moving home

After checking that Sky internet was available in my area, I was told that I would be able to take my account with me
My router would still work, and the internet would be available from the day I moved in
To my surprise, the internet is not available
I call up, get passed around 3 different teams before I'm finally told that my account has now been cancelled
I asked if I could set up a new account, and then told full fibre is available. I explain that this is a rented property and I do not have permission for the works required
I am then told works will not be required. New account setup, the engineer visited is booked
Engineer arrives, works are needed. I cancelled the visit
I call up Customer Services to cancel the visit and ask what I can do to resolve this and get my internet up and running
I am then told I need to wait another week for my case to be escalated

Shambles! Can someone please contact me to sort this out?

Re: Unbelievable

TimmyBGood — Wed, 06 May 2026 09:30:36 GMT

@DGL81 wrote:

Shambles! Can someone please contact me to sort this out?

They won't do that.

Unfortunately you're stuck. Where FTTP is in reach of an address, no ISP can order a wholesale copper circuit: that's deliberate policy by Openreach to push forward the national uptake of the newer technology.

Re: Unbelievable

TimmyBGood — Wed, 06 May 2026 09:35:19 GMT

@DGL81 wrote:

I asked if I could set up a new account, and then told full fibre is available. I explain that this is a rented property and I do not have permission for the works required

Without that permission it's essentially impossible for Sky or any other similar ISP to provide a broadband service.

This is the case irrespective of the initial poor advice you received.

Re: Unbelievable

DGL81 — Wed, 06 May 2026 09:41:33 GMT

So what are my options here?

Re: Unbelievable

DGL81 — Wed, 06 May 2026 09:42:36 GMT

There are serveral connection hubs in the property, I was referring to the drilling works

Re: Unbelievable

TimmyBGood — Wed, 06 May 2026 09:51:38 GMT

@DGL81 wrote:

So what are my options here?

Seek permission for the necessary installation work. It would be foolish for a landlord to refuse: apart from other factors, properties with high speed internet availability earn more money.

Re: Unbelievable

TimmyBGood — Wed, 06 May 2026 09:54:43 GMT

@DGL81 wrote:

There are serveral connection hubs in the property

Unfortunately in such circumstances those only help if they are either a Virgin Media cable node or an Optical Network Terminal from an altnet ISP (in which case service has to be ordered directly from that provider)