topic Re: Full Fibre Optic Installation issues - permission in Broadband

Full Fibre Optic Installation issues - permission

MikeR111 — Thu, 06 Aug 2026 11:31:04 GMT

Hi everyone,

I'm hoping someone can offer some advice as I'm completely stuck.

I've now had my free Full Fibre upgrade cancelled three times due to "outstanding third-party permission."

The first two orders were eventually cancelled after months of waiting. This third attempt got all the way to the day before installation, and then it was cancelled again for exactly the same reason.

Sky have told me Openreach are waiting for the landlord's/third-party permission, but we're the owners of the property. The only other land involved is the pavement, which belongs to the council.

I've contacted the council directly, and they've confirmed they have no record of any application or request from Openreach relating to our address. Openreach won't tell me who they're waiting on due to GDPR, so I have no way of chasing it myself or even confirming they're contacting the correct organisation.

To make things more frustrating, our neighbours have all had Full Fibre installed without any issues.

This has now been going on for over eight months, with three cancelled orders, and nobody seems able to explain what the actual problem is or how to resolve it.

Has anyone experienced anything similar or knows how to get this escalated within Openreach? At this point I just want someone to investigate what permission they're actually waiting for.

Thanks in advance.

Re: Full Fibre Optic Installation issues - permission

Danz994 — Fri, 07 Aug 2026 09:16:33 GMT

Hi there @MikeR111 Thanks for your first post on the Community forum.

I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Full Fibre Optic Installation issues - permission

courto — Fri, 07 Aug 2026 12:24:53 GMT

did you get the answer you required, as we have exactly the same problem and has been going on since May !

The council are not aware of any third party requests even though our neighbours have had it installed no problem.

Re: Full Fibre Optic Installation issues - permission

MikeR111 — Fri, 07 Aug 2026 12:35:36 GMT

Hi,

Nothing yet as we're in a chat with an expert, but this isn't live.

Very frustrating as there is nothing we can do and the order keeps getting cancelled. We're paying nearly £40 per month for slower internet whilst all of our neighbours have free upgraded full fibre optic. I have contacted the council and they have not received any requests and Sky/Openreach can't tell me who they are asking for permission due to GDPR...

When I called Sky yesterday, they just kept saying we need permission from your landlord, despite me repeatedly telling them we don't have a landlord, we own the property.

Will keep you updated when I hear back from the chat.

Thanks,

Mike

Re: Full Fibre Optic Installation issues - permission

Deb3000 — Fri, 07 Aug 2026 13:00:22 GMT

If Openreach are not willing to reveal who they think the freeholder is, it might be worth asking them where they are getting the information from and pursuing that.

It could be the Land Registry records are wrong.

Re: Full Fibre Optic Installation issues - permission

Chrisee — Fri, 07 Aug 2026 13:04:48 GMT

@MikeR111 ifvtheccablechas to cross a piece of land owned by a third party thst would explainntgecjold up. Looking up Openreach's database entry for yout full address might give some details in the notes under the table see Openreach Checker

If posting a screenshot remove the referencev to your address.

Re: Full Fibre Optic Installation issues - permission

courto — Fri, 07 Aug 2026 13:06:53 GMT

Brilliant, thanks for the update.. we have exactly the same. They sug the pavement up outside but then cleared off, when I contacted Sky they keep saying it's a third party but cannot say who !!! Getting frustrated with different answers every time I speak to the help centre ..

Re: Full Fibre Optic Installation issues - permission

MikeR111 — Fri, 07 Aug 2026 13:12:07 GMT

Thanks, that's a good idea. The only issue is, it is near impossible to get a hold of Openreach. I can only contact Sky via telephone who say they also are unable to contact Openreach directly.

I've managed to get a hold of the Land Registry records and it shows that the pavement outside is owned by the council, it doesn't cross any other boundaries besides our land and the pavement owned by the council.

Frustrating because Openreach have already come out and spray painted the markings 9 months ago what needs to be done!

Re: Full Fibre Optic Installation issues - permission

MikeR111 — Fri, 07 Aug 2026 13:14:39 GMT

Thanks for sharing, that's helpful to look at. It shows:

Fibre is available
Our property is recognised as eligible
A new ONT can be installed
There is no network limitation mentioned

The only thing stopping our installation appears to be the third-party permission/wayleave issue. However, we own the property, the council owns the pavement, the council cannot find any Section 50 application, and neighbours have had fibre installed

If anyone knows how I can directly get in touch with Openreach that would be super helpful as Sky won't share this information with them.

Re: Full Fibre Optic Installation issues - permission

MikeR111 — Fri, 07 Aug 2026 13:17:24 GMT

Completely relate - it's been so frustrating and ongoing since December. When I called Sky yesterday I was passed through to 3 different apartments who kept telling me the same message 'Openreach need permission from a landlord or third party' despite me explaining the situation multiple times. They're so unhelpful and can't pass the message on. I appreciate you can't say who due to GDPR but at least tell them they are contacting or trying to contact the wrong person!

If it's not resolved on here, I guess the only option is to cancel and move over to Virgin as they don't use Openreach. It's a shame as our internet has always been stable with Sky.

Re: Full Fibre Optic Installation issues - permission

Deb3000 — Fri, 07 Aug 2026 13:27:21 GMT

Councils are notoriously slow at granting permission.

Is there any work flagged on here?: https://bidb.uk/

If so and you click on it, it will give the dates and if permission has been granted.

Re: Full Fibre Optic Installation issues - permission

MikeR111 — Fri, 07 Aug 2026 13:35:53 GMT

Thank you, appreciate your help!

Nothing on that site, I'm afraid. We have spoke with the council and they haven't received any requests for permission over the 9 months we've been waiting.

Re: Full Fibre Optic Installation issues - permission

courto — Fri, 07 Aug 2026 14:38:25 GMT

Thank you for that, it's definitely freehold and crosses our land.. will speak to Openreach as Sky haven't got any more information

Re: Full Fibre Optic Installation issues - permission

courto — Fri, 07 Aug 2026 14:39:45 GMT

We had the sprayed markings and then the pavement dug up !! Then they cleared off with no explanation!!

Re: Full Fibre Optic Installation issues - permission

courto — Fri, 07 Aug 2026 14:44:47 GMT

That's really interesting that, as no future work showing... thank you for that... more ammunition for my case

Re: Full Fibre Optic Installation issues - permission

Chrisee — Fri, 07 Aug 2026 15:28:54 GMT

@MikeR111 sounds like the cable is not following the route you think as a "wayleave" is the oermission for a cable to cross a property it is very unlikely local authority land as Openreach have special arrangements with them..

Fibre cables do not always follow the same route as the old ohone line or duplicate the routing to your neighbours. Each distribution point has a fixed capacity of 30 connections so it is possible your line is coming from somewhere else. It also could be an error but after multiple attempts that sounds unlikely.

Openreach do not accept incoming contacts from the final customer we have to go via the ISP. On occasions Openreach may contact you but you have to wait for them to imake contact first. In the past we have seen reports where a friendly Openreach engineer tells the customer what is the issue but approaching a land owner directly can cause major problems.

Re: Full Fibre Optic Installation issues - permission

Me134 — Fri, 07 Aug 2026 17:03:34 GMT

@MikeR111 wrote:
Thanks for sharing, that's helpful to look at. It shows:

Fibre is available
Our property is recognised as eligible
A new ONT can be installed
There is no network limitation mentioned
The only thing stopping our installation appears to be the third-party permission/wayleave issue. However, we own the property, the council owns the pavement, the council cannot find any Section 50 application, and neighbours have had fibre installed

If anyone knows how I can directly get in touch with Openreach that would be super helpful as Sky won't share this information with them.

What does yours show in the first line under the table?

Mine for instnce shows "Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues." which means it's from a telegraph pole and an overhead line.

Me134_0-1786122051850.png

Re: Full Fibre Optic Installation issues - permission

MikeR111 — Mon, 10 Aug 2026 10:38:44 GMT

Thanks - sorry for the delay! Please see the below screenshot. It's through the ground outside the house on the pavement. Openreach have already been to our house 8 months ago and spray painted what the route and what they need to do. I even spoke to the engineer who was working on the house next door to us and installing their fibre optic and he said he can't see why it's an issue and couldn't help.

MikeR111_0-1786358318098.png

Re: Full Fibre Optic Installation issues - permission

TimmyBGood — Mon, 10 Aug 2026 10:43:07 GMT

@MikeR111

Partial direct in ground means the current copper is directly buried (without a duct) which the typically won't do for fibre.

Putting in a new duct requires it to be connected back to an existing one and going through a pavement needs statutory notification of the local authority and any relevant utility companies.

Re: Full Fibre Optic Installation issues - permission

MikeR111 — Mon, 10 Aug 2026 10:50:51 GMT

Thank you - the issue is this is the 3rd time we've had the order placed for the free upgrade. Each time I receive messages from Sky to say "Sorry, but there's an issue with completing your broadband and talk order. To get up and running, just give us a call" or a message that they "need more information from a landlord or local authority to proceed". Each time I call up it's the same message. However, I have spoken with the council and they can't see any requests being placed. And Sky will not tell me who they are trying to contact, so I can give permission or speed things up. I eventually receive an Openreach appointment which eventually is cancelled the day before.

Looks like I'll have to go elsewhere to upgrade our internet.