BB due to be fitted today - Just been told Openreach can not connect me

[MrsDennyM]

My date for an engineer to install my broadband is today. As no one arrived I called up. I have been told that Openreach have not been able to connect me to full fibre. And that I have to wait for an update. What am i suppose to do? Can i cancel? I am very annoyed that I wasnt told any of this, I have took the day off work to sit in and wait for someone who was not even going to come. 

The lady at sky said Openreach had a problem and do not have some parts ( not sure) so I do not know how long I have to wait. Whether I will be charged for sky. I contacted Virgin who I am changing from and they have said that no cancellation request has been put through. So now I am confused, I did the quick switch thing and had an email saying its all happening on the 20th June. Im glad Virgin are not going to cancel me, but I am now out of contract, it costs a fortune, and was told I would have to do the 30 days cancellation notice again. 

Angry is not descriptive enough! What am I going to do. I took on Sky Tv too, and I think that I am past the cooling off period for that so am probabaly going to be charged for that, when I havet even set it up, as I was waiting for the sky broadband to be set up. 

Some one please help! 

[TimmyBGood]

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@MrsDennyM wrote:

I have been told that Openreach have not been able to connect me to full fibre. 

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Does the property currently have an Openreach ONT (optical network terminal) with a fibre optic cable to the wider world?

Without that neither Sky or any other Openreach ISP can supply a full fibre broadband connection.

[MrsDennyM]

I dont know, I had sky a few years back. I now have Virgin fibre. 

Someone has drawn some lines on the pavement outside my house, not sure if thats connected or not. 

Should Sky of said yes you can have it, if they didnt even know i could? 

[cookiemonsteruk]

@MrsDennyM 

Prebuilt to curtilege hard means the fibre is up to the boundary of your property . Hard usually means they have to did up the pavement and notify the local council about the various works needed ie Traffic management as well as the actual digging

[JimM1]

@MrsDennyM If they said today was the day then failed you go onto the automatic compensation that you are entitled to get, so going to link that below, it will well cover anything extra so it is up to you, cancel now and you get NOTHING!

One Touch Switch and Mobile Switching Compensation | Sky Help | Sky.com | Sky Help | Sky.com

Sky TV is different it will work with anyones broadband service.....

[cookiemonsteruk]

@MrsDennyM 

By the way it can take 4 weeks for local authorities to process the paperwork

[Deano2205]

I've been waiting since the beginning of March for my broadband to be installed, open reach came out, sprayed lines, then nothing since. Messages from sky keep saying "things are delayed" and give a new date but repeated missed dates. Called them 2  weeks ago as was proper fed up, they apologised again and said that it's been escalated to the highest level. They called back and said that open reach have confirmed the exterior works would be done on the 19th June, now the 20th and not a spade in the ground yet again. Spoke to sky again today, apologised yet again and said that it's delayed to next Thursday, told them now that if not sorted after nearly 4 months then cancelling the order and will remain with Virgin.

Cant beleive how poor sky/open reach are on a simple broadband install. I would mind if I was the only one where I live that was having the install but 3 of my neighbours already have Sky/BT broadband so its not something new for the location.

[TimmyBGood]

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@Deano2205 wrote:

Cant beleive how poor sky/open reach are on a simple broadband install. 

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Sky (or any other ISP) is not involved in the installation where any digging is involved.  Openreach is attempting 80,000 FTTP installations a week, and some go wrong.

[TimmyBGood]

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@MrsDennyM wrote:

Should Sky of said yes you can have it, if they didnt even know i could? 

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They know it's available subject to the necessary physical work being done by Openreach because that's what the BT Wholesale lookup tells them.  This is how the national FTTP rollout works: an ISP places a wholesale order for service at an address and the national network provider installs the necessary infrastructure where it's not in place already.

 What the ISP has no idea of are any local issues which Openreach may run into, and unfortunately digging is a major cause of delays.

[JimM1]

@Deano2205 As you do not say what the neighbours have they could have had it for years and not needed to change it over yet, it's when it's new that is when it becomes a potential problem, but as you say it's all down to what you want and need to do!

[Deano2205]

One of them had Sky installed with fibre broadband approx 6-8 months ago. The other one had BT fibre broadband 4 months ago.

It's all openreach works, just frustrating when I'm approx 20metre from the junction box

[JimM1]

@Deano2205 Yes and everyone and there granny is now fully aware and the demand has sky rocketed, with all the same people, 1000 times more jobs so delays are compounded...