Appalling service -Full fibre doesn't work

[christof1]

Got a text message from Sky in December informing me that full-fibre was now available in my area at no charge. Great, was given a date for installation today, although I was surprised to see an Openreach employee in my back garden last week for the external installation - no prior warning given for that.

It took the Sky engineer approx 20 mins to fit the internal box and another 30 minutes to try to get it activated. He said he'd only ever had one installation that he couldnt activate. He stated that there was a problem with activation but not to worry as he had plugged the router back into the old line which was working as he left, and that if the new fibre installation hadnt been activated after 3 days to chase it up.

Needless to say shortly after he left  it stopped working. After spending some time trying to find the correct number for Sky and negotiating their poor voice recognition system several times, I finally got through to someone. Although difficult to understand he did his best to log all the details, and checked that everything was turned on and connected [an unnecessary process as their own system checker identified a fault with the line].

I am left with no Broadband, and now have to wait to hear from an Openreach engineer; as well as being self-employed, I also have sky streaming, netflix and apple TV subscriptions. I cannot access any of them. For a service I didnt even request in the first place. I will update this as and when.......and will be cancelling my Sky subscription if necessary.

[Chrisee]

@christof1 therexappears to be a breakdown of communication between Sky and Openreach which are not common but do happen unfortunately. The external work indicates a fibre connection was run to your property but for some reason is not working.  It will take sometime to get this sorted. You will be due compensation see Customer Auto-Compensation | Sky Help | Sky.com

Cancelling your order will cause further delay unless you have some other network provider other than Openreach who are the most probable cause of the mess. Keep in touch with Sky as they are by far your best hope of a papid resolution. The new connection will be furture proof as full fibre is far more reliable than the older partial fibre connection.

[christof1]

Thank you for taking the time to reply. The line was activated overnight. It would have saved a lot of time and hassle all around if the Sky engineer had informed me of this, instead of saying he'd only had one before that wouldnt activate and that it could be some time. Also annoyed that he tried to reassure me that because the old line was working at that point that  it wasnt a problem. Oh and he also lift the lid loose on the external junction box, no big deal, I screwed it tight myself.

I could also mention that he wanted to use the hole where two external co-axial cables came into the property - 'you dont need them anymore'. I pointed out that I wanted to keep them, one for Freeview if the line went down and one for FM,  he then suggested that everyone uses digital now. I pointed out that I had equipment that used  FM. Obviously too much effort to drill a hole. So not too impressed with the Sky engineer, but hopefully worth the hassle.