setup

[StephanieC04]

I have recently just joined Sky, awaiting broadband to be installed to my property from Openreach. I have received my tv boxes & broadband hub in the post. I paid an additional charge for a sky engineer to attend my property to fully install all my devices and this seems to have been cancelled by sky. I have then received a text from Sky saying it will only be an Openreach engineer who attends my property to connect the broadband but they wont touch the tv services inside the house.

How do you actually speak with someone at Sky regarding this as there is no online chat service, very frustrated by the service already and we haven't even been connected yet.

We are currently with Virgin and never been with Sky before so im unsure how to fully set anything up which is why i paid for them to attend.

[caesarome]

@StephanieC04 

What TV service with Sky have you signed up to, Sky Stream, Sky Glass or Sky Q. If Stream you just connect it to your wifi network as you would something like a mobile phone.

[MarkGoldsmith]

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@StephanieC04 wrote:

I have recently just joined Sky, awaiting broadband to be installed to my property from Openreach. I have received my tv boxes & broadband hub in the post. I paid an additional charge for a sky engineer to attend my property to fully install all my devices and this seems to have been cancelled by sky. I have then received a text from Sky saying it will only be an Openreach engineer who attends my property to connect the broadband but they wont touch the tv services inside the house.

How do you actually speak with someone at Sky regarding this as there is no online chat service, very frustrated by the service already and we haven't even been connected yet.

We are currently with Virgin and never been with Sky before so im unsure how to fully set anything up which is why i paid for them to attend.

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@StephanieC04 if you have signed up to Sky Stream, that is 100% self-setup, there is no in-house engineer support for it, as you just plug it in, connect it to your TV and follow the on-screen.

[TimmyBGood]

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@StephanieC04 wrote:

We are currently with Virgin and never been with Sky before so im unsure how to fully set anything up which is why i paid for them to attend.

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Historically Sky Television required a satellite dish and Virgin Television used proprietary coaxial cabling, which is why both companies had nationwide mobile installer coverage.

With the move to streaming service, customers are now expected to plug the hardware in themselves and follow the on-screen setup procedure (which is essentially just pairing the remote control and teaching the box a WiFi password) and the personnel in the vans are sadly being laid-off.

With Sky Glass the 'premium' delivery option is carrying into the property, unboxing, inserting the feet and lifting onto furniture: it's not 'installation'.

[StephanieC04]

So once the Openreach engineer has been out to connect broadband i can plug the tv boxes in to set these up?

Currently i have my wifi pod set up in my bedroom upstairs as this is where the virgin engineer installed it as says this was best to distribute the wifi signal due to concrete walls in the house. Do you know if Openreach will put the sky wifi hub here as well?

[TimmyBGood]

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@StephanieC04 wrote:

Do you know if Openreach will put the sky wifi hub here as well?

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If you are getting an FTTP installation then it's unlikely to be upstairs.

[caesarome]

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@StephanieC04 wrote:

So once the Openreach engineer has been out to connect broadband i can plug the tv boxes in to set these up?

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Yes as they will need connecting to your new Sky wifi network.

[StephanieC04]

Have no idea what FTTP means, will just speak with the engineer who comes out as i also have an ethernet cable connected to my wifi hub currently which runs up into the loft and back outside the other side to the mancave in the garden. 

[MightyQuinn]

Hi @StephanieC04   FTTP = Fibre to the premises, as against FTTC = Fibre to the cabinet (then copper to the premises).

[TimmyBGood]

@StephanieC04 

If it's in the UK, 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.