Activation date

[J4M3S]

Moved into a house where there was Sky previously, and had a activation for the 26/11, that day came and passed and no update from anyone to why the internet was not activated. I had to call them to find out that there was a problem with the activation and that open reach had to do a soft dig. So Sky could not provide me with the details to when this will be done. 

So fast forward a few days and on the 29/11 someone came to my new property to complete the soft dig, they stated they were a third party source for Openreach and that I needed to contact sky to tell them the dig was completed to try and hurry the process. so I called sky on the same day and they told me this was untrue and I would haven no updates until the 06/12. 

Came home from work yesterday to find the dig site all covered back over and no internet, so I am assuming that the third party had come to reseal the dig as they did mention they could not leave it exposed for to long.  So I am assuming the whole process has to start over?

This is incredibly frustrating as now I have to travel into the office for work which is an hour away instead of working from home, I no television for my little one and signal is very limited in my area so cannot even hotspot for the time being. 

is there anything that can be done, or can I escalate this with anyone ? 

[jamesn123]

@J4M3S 

That doesnt make much sense. Openreach, at minimum, complete all wiring up to the point of entry of your home so if Openreach sent a sub-contractor to dig and install the cable it was their responsibility to notify Openreach, not you to contact Sky. 

Afraid all you can really do is keep pressuring Sky for some action or an update though as you cant contact Openreach directly.

[J4M3S]

This is exacly what I thought. Made no sense to me. He did say he was writing notes but did not clarify if it was for Openreach (assuming it was) 

I just feel like the communication is a bit poor, I had to chase everything up. I still have not had a new activation date and is still showing as the 26/11 on the Sky app. 

[J4M3S]

Also what is more frustrating is that there was Sky previously in the address. The previous owner was a Sky broadband user.

The issue is that a wire outside was damaged. I went with sky as it was the quickest activation date and no engineer was required according to the website. 

But it was very wrong. 

[TimmyBGood]

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@J4M3S wrote:

Also what is more frustrating is that there was Sky previously in the address. The previous owner was a Sky broadband user.

That makes no difference to lead time: this is to maintain an equal market between competing ISPs

The issue is that a wire outside was damaged. I went with sky as it was the quickest activation date and no engineer was required according to the website. 

But it was very wrong.

An ISP sales database wouldn't know about a damaged circuit.

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[TimmyBGood]

@J4M3S 

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.

[J4M3S]

[jamesn123]

@J4M3S 

Looks like they are just replacing the broken copper cable then as FTTP isnt available to you. This may be seen as low priority for Openreach as they are focusing on FTTP deployment. 

[J4M3S]

Love that, 

So the not only are Openreach are wasting the third party sources time, they're wasting mine and my family's time. 

The dig was done, so why did they not come out to do it? It makes zero sense to me. 

[J4M3S]

Well. So my activation date was meant to be 26/11. I got told that work was needed on openreachs side, work was done and I had to chase sky again for another update. 

now they've moved the goal posts to the 17/12 for the next update. I haven't even been given a new activation date. Everytime I call Sky to ask regarding openreach, all I get back is they have to wait for openreach. Do they not talk to each other? Can sky not push this? It's just a shambles. The website needs to state that activation dates are not set and work may need to be done, instead of saying no engineer will need to come out before ordering. I would of 100% gone with another provider. 

[Daniel0210]

@J4M3S 

No need for multiple new threads. They just cause confusion and repeat replies. The first one has been merged into this (your original thread) and the other removed. 

[TimmyBGood]

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@J4M3S wrote:

I would of 100% gone with another provider. 

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If there's a damaged Openreach copper circuit to the address which requires digging out and repairing/replacing then by definition every other Openreach ISP (including BT/EE/Plusnet, TalkTalk, Vodafone etc) would face exactly the same delay.

Only Virgin and the assorted altnet full fibre ISPs have alternative connections into individual properties (in the areas they operate)

[J4M3S]

Apologies. I am new to forums 

[J4M3S]

Just makes no sense as someone has done a dig last week and exposed wires. I guess the issue is more complex than first thought. 

communication is all I ask for and to kept in the loop and both companies can't do that. I get told I'll be notified of any work, but I am not. I get told that my sky app will update me but doesn't. I get told I'd get a call with updates but I then have to chase. 

[J4M3S]

So I've had a update today regarding the broadband, and the sky adviser suggested that plug the router in and see if it works as the dig site has been covered over. He told me to wait three working days and if nothing changes to give another call.

has anyone else had issues with digs being needed, the dig being done and openreach not doing or can't do the work? 

just find it bizzare that the communication is so slow this day in age