Activation date.

[Marie1223]

So Open Reach finally appeared on the 3rd attempted and told us the work had been completed, but when are we going to be activated?!  No service for weeks!

[Highlinder]

@Marie1223  What work did Openreach do for you? Is this part of an FTTP install or was there a problem from the green box on the road to the property?

[Marie1223]

Swap from BT to Sky.  Engineer said he hadn't needed to come in.   They failed to show on 12th and 19th  August to do the swap, but randomly cut us off on 22nd.  No one can tell us anything, it's been a nightmare!

[Marie1223]

On the phone yesterday morning, Sky rep did call me back this morning but 'we need to wait until tomorrow' has worn rather thin.  If I need to call again tomorrow I think I'll need to rethink the whole thing, including the TV.  Been going on for 4 stressful weeks!

[Chrisee]

@Marie1223 sounds like Openreach are making a mountain out of a molehill as a straight switch from BT to Sky normally is done totally remotely. In this case it sounds like they decided to change something like moving you from a copper line to fibre or there was a fault on the line. If Openreach have messed up then moving back to BT will be far from simple unfortunately. 

[Marie1223]

Engineer said it had been straight forward, didn't really need to come into our property and everything is working fine.  Sky say it's the migration systems updating now.

[Marie1223]

@Chrisee @Highlinder 

Sky have said they're waiting for a KCI3 code even though the work is marked as complete.  I've spoken to Sky twice today and the Openreach engineer, no one seems to be able to help or are willing to escalate this.

[Chrisee]

@Marie1223 Given the detail you were given I suspect you were talking to the team at Sky who handle escalations. The way ISPs and Openreach communicate is strictly controlled by Ofcom to ensure no ISP has an advantage. This does cause problems when something goes wrong as Sky cant just pick up the phone and speak to the local Openreach engineer they have to use the central system.

This should get resolved but unfortunately I can think of no way you can speed it up but once it is sorted you will be due compensation see Customer Auto-Compensation | Sky Help | Sky.com

[Marie1223]

I've had a message from Sky this morning saying that Openreach have confirmed everything is working and my next update will be on the 15th.  Tried to call again this morning and order recovery are closed.

[LGUser]

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@Marie1223 wrote:

I've had a message from Sky this morning saying that Openreach have confirmed everything is working and my next update will be on the 15th.  Tried to call again this morning and order recovery are closed.

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I would think the 15th is at activation daye. If you have the MySky app, have a look there. On the front screen, I have a notifaction that shows my Broadband goses live on the 14th of September.

[Marie1223]

Rang again today, no one can tell me me anything.  Get the feeling they don't give a **bleep**.  Oh but you'll get auto compensation.  I need broadband!  

[Marie1223]

Still nothing!  I don't know where to go now.  I guess the next stop is the ombudsman.