Installation issue

[WDave]

Hi. quick question, we are returning customers to Sky - we are in a rental, the Openreach technician/ Engineer  came to install the new broadband boxes, but found they needed to lift a paving slab to gain access to the cable/conduit pipe (to pull the new cable through) - being a rental we would need permission from the landlord.

The Engineer said i would receive a email from Sky with the details of what action is required,

how long does it take for that e mail to come through - any idea's ?

[MarkGoldsmith]

I believe openreach have 48 hours to provide an update to Sky on the result of the engineer visit. With that in mind I would think it could take a good couple of days before Sky may contact you.

It's it been a couple of days since the openreach engineer visited I'd person recommended just giving a Sky call, at least that way it's a bit more proactive and likely to speed up the process for you a bit.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number. If you are in the ROI on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

[Mark39 · Accepted solution]

@WDave I'm not sure Openreach are correct. I suspect it's more likely you'll get a message from Sky to say 'there's a problem....please call us'.

Sky's guide herre may help: https://www.sky.com/help/home/sky-talk/joining-sky-talk/new-phone-line-installations/articles/sky-br...

[WDave]

Thanks Mark & Mark

It's only been a couple of days, so i'll give it a couple more and see if Sky come through.

I did try the 0333 no. no joy 

[Davidkerr18071965]

Do any SKY installers drive a rebadged OPENREACH van with associated lift to make dish install easier and safer as no ladder is installed, just wondering.

[Android1902]

Had openreach connect my house to the fibre network yesterday, but there is a problem with the connection at the relay/junction box, they told me an engineer would be out later to fix it...... of course they

dont appear or anyone from sky or openreach contact me. When this might occur.

So what should I do?

sit and wait, try to find someone to contact in the maze and obstacles put in your way to actually obtain some help?

[MarkGoldsmith]

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@Android1902 wrote:

Had openreach connect my house to the fibre network yesterday, but there is a problem with the connection at the relay/junction box, they told me an engineer would be out later to fix it...... of course they

dont appear or anyone from sky or openreach contact me. When this might occur.

So what should I do?

sit and wait, try to find someone to contact in the maze and obstacles put in your way to actually obtain some help?

---

As customers can't speak directly to Openreach, you will need to phone Sky and ask them to check your installation status to see if Sky have received any update from Openreach. I believe Openreach have 48 hours after a visit to update the ISP with the status and next steps.

[Android1902]

Okay thanks for that