topic Re: Openreach Installation without Consent in Account & Billing

Openreach Installation without Consent

JT671 — Tue, 18 Aug 2026 10:48:29 GMT

I am not really sure where to ask this but I spoke to an agent about dropping our TV package and just having broadband.

We agreed on a product but she stated at the time she couldn't complete the order due to a system message. She passed me to a team member and assured me no changes had been made. Then I spoke to the colleague for a while - he threw out some other ideas. I said ok let me think on it. He said no issue - no changes made.

So why then, 2 weeks later, did I come home to find someone had drilled into my house and installed a box for a non existent fibre order? It is in a hideous place right by the front door and we didnt even ask for it!

I have tried raising this with Sky through their chat but I have honestly been frustrated to tears! They pass me round - to customer loyalty trying to sell me products.... they claim the chat got dropped. All of it!

One agent outright lied to me and I caught him out on it.

So my question is is there some magic word I can use to be taken seriously?! I genuinely did not place this order nor do I know if we will be even keeping Sky and now I have an eyesore of a fibre box by my front door without consent

Re: Openreach Installation without Consent

PandJ2020 — Tue, 18 Aug 2026 10:55:03 GMT

Wonder if this was triggered: https://www.sky.com/help/articles/full-fibre-broadband-at-no-extra-cost

Your route is an official complaint and then ADR if you can't find a resolution.

Re: Openreach Installation without Consent

JT671 — Tue, 18 Aug 2026 11:02:47 GMT

Thank you - I don't really want anything from them more for them to see it isn't ok to be attaching things to people's houses without their consent!

It is just a struggle to get them to take me seriously

Re: Openreach Installation without Consent

Me134 — Tue, 18 Aug 2026 11:51:34 GMT

@JT671 wrote:
Thank you - I don't really want anything from them more for them to see it isn't ok to be attaching things to people's houses without their consent!

It is just a struggle to get them to take me seriously

Use the 'Mail Us' option (it's actually an online form) under whichever category applies. It's not the quickest option as it can take weeks to resolve but you'll have a trail to follow if necessary. Include all possible details such as how and when you contacted them including any phone numbers or email addresses used (including yours).

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Openreach Installation without Consent

MarkGoldsmith — Tue, 18 Aug 2026 14:13:36 GMT

@Me134 wrote:
@JT671 wrote:
Thank you - I don't really want anything from them more for them to see it isn't ok to be attaching things to people's houses without their consent!

It is just a struggle to get them to take me seriously
Use the 'Mail Us' option (it's actually an online form) under whichever category applies. It's not the quickest option as it can take weeks to resolve but you'll have a trail to follow if necessary. Include all possible details such as how and when you contacted them including any phone numbers or email addresses used (including yours).

https://www.sky.com/help/articles/how-to-make-a-complaint

Just to add to the advice given by @Me134 . Sky will have 6 weeks to resolve the complaint, and if they don't after that time you can take it to ADR.