topic Re: 3rd party Infrastructure Missing in Broadband

3rd party Infrastructure Missing

Leoburge — Thu, 10 Sep 2026 12:24:25 GMT

I am reaching out on here in hopes that someone can assist/advise

I took out a new sky package for gigafast broadband (provived via CityFibre) and SkyTV. The engineer came out to put the cables in and when it came to connecting our service discovered that the "junction box" halfway up the street was empty with a bunch of loose cables in it.

Basically, city fibre contractors laid the cables, but never got around to putting in the hardware. Yet online when you check coverage its available in our area.

City fibre refuse to deal with me as they only speak to businesses. Yet sky cancelled my installation on behalf of CityFibre advising me that all I could do is re-purchase the package, if I re-purchase the package however surely we will have the same engineer issue?

I assume a case with city fibre was raised by sky as they are unable to connect anyone on my estate with them. However I have no visibility or assurance that this has happened.

Which department can I speak to about this? How do I contact them? I go round in circles with the AI bot and have spoken to retention, billing and issues on the phone with no success.

Re: 3rd party Infrastructure Missing

TimmyBGood — Thu, 10 Sep 2026 12:43:40 GMT

@Leoburge

Unfortunately Sky won't place an order for FTTP on the Openreach network in locations where CityFibre is (theoretically) available, so if you stay with Sky as an ISP you're going to be waiting for CityFibre to resolve the situation.

Re: 3rd party Infrastructure Missing

Leoburge — Thu, 10 Sep 2026 13:37:45 GMT

Thats interesting re openreach and cityfibre. I have previously been with Sky when it was an openreach connection so was confused when I was advised by retentions that only cityfibre is available now.

I understand I am going to be waiting for cityfibre to fix the issue and that sky are not at fault; I just want to know if it's been reported by sky and how long the fix might take. CityFibre won't deal with me as a member of the public so I am unable to report anything or get a status. Speaking to sky, they are unable to tell me if they have reported it and/or how long it might take, they can only read the engineer note but no idea if its being actioned. Their best advice is to just re-order which will likely fail at installation again (wasting my time and the engineer).