topic Re: Failed activation after engineer visit in Account & Billing

Failed activation after engineer visit

Bassdon — Thu, 15 May 2025 07:40:01 GMT

My son was in the house when the engineer visited yesterday to activate tv and broadband. However, he said we needed a new phone socket. At present I'm with Virgin and I can see that the phone plugs straight into the router. Not sure exactly what I need to do. I haven't received any guidance.

Re: Failed activation after engineer visit

Mark39 — Thu, 15 May 2025 07:43:27 GMT

Your Virgin phone socket won't work for Sky, or any other non-Virgin provider. You need an Openreach socket. I'd suggest giving Sky a call to establish next steps.

Re: Failed activation after engineer visit

Bassdon — Thu, 15 May 2025 08:18:24 GMT

The openreach socket is there. I have to assume it doesn't work?

Re: Failed activation after engineer visit

Mark39 — Thu, 15 May 2025 08:23:37 GMT

That's a possibility. The engineer will have uploaded their report to Sky yesterday evening so they should be aware of the problem if you give them a call.

Re: Failed activation after engineer visit

Bassdon — Thu, 15 May 2025 10:45:45 GMT

Ok I've just received an email from them saying they're waiting for an update from the engineering team and there's no need to contact them about it. Sounds like they're looking to resolve it which is reassuring. I just hope I don't have to pay for any work that needs to be done to the line. What do you think?

Re: Failed activation after engineer visit

Mark39 — Thu, 15 May 2025 12:16:12 GMT

@Bassdon that's unlikely. Openreach have a responsibility to provide a working phone connection within your home.