topic Re: New installation in Broadband

New installation

GwladGwlad12 — Sun, 13 Sep 2026 10:36:00 GMT

Ordered a broadband package and it's supposed to start on 15th (engineer visit due) order tracking saying it's still happening. Open reach still haven't put the box on the wall yet. I also haven't received my hub. I can't seem to get through to so called 24/7 customer services. Keep saying it's shut. No live chat available either. I left virgin because of really bad customer service. Looks like I've jumped out of the frying pan into the fire.!!!!

Re: New installation

Daniel0210 — Sun, 13 Sep 2026 10:42:01 GMT

@GwladGwlad12
I presume not as you mention Openreach but are you in the Republic of Ireland? There call centres are closed at weekends.

Re: New installation

GD1 — Sun, 13 Sep 2026 10:41:42 GMT

@GwladGwlad12 What makes you think Sky have a 24/7 CS line?

Re: New installation

Chrisee — Sun, 13 Sep 2026 10:42:11 GMT

@GwladGwlad12 @Many installations are done in one visit especially where the feed is overhead

Sky dispatch hubs to arrive roughly 2 days before so it should get delivered tomorrow hopefully

Re: New installation

GwladGwlad12 — Sun, 13 Sep 2026 11:27:50 GMT

No. I'm in wales

Re: New installation

Daniel0210 — Sun, 13 Sep 2026 11:32:31 GMT

@GwladGwlad12

Okay. The phone lines will be open but they aren't 24/7 and to my knowledge never have been.

As indicated by @Chrisee hubs for new activations are normally dispatched via Royal Mail to arrive a 'few days' prior to the activation date.

Once dispatched you should be able to track it through Royal Mail. The postman/woman will usually leave it hidden if no one is in. You shouldn't need to sign for it.

They should also pop a card through the letterbox telling you where it was left and the tracking should show some information on it too.

Re: New installation

GwladGwlad12 — Sun, 13 Sep 2026 15:33:23 GMT

Just had this from open reach.!!!

We came to see if we can connect your property to our Full Fibre network.

The good news is we can, but we need to complete some extra work outside first.

We're really sorry for the delay, but we're on it and will update you again in the next 10 days (we're usually much quicker).

We promise Full Fibre's worth the wait. It's the UK's most reliable broadband technology.

More info

Re: New installation

TimmyBGood — Sun, 13 Sep 2026 15:51:12 GMT

@GwladGwlad12

Putting the address into the BT Wholesale Availability Checker should indicate which broadband provisioning type is applicable.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

It's the table and the two text lines below it which are most useful.

Remove any personal information (such as the address itself) if you post an image.