Blockage for fibre

[PhilipThompy]

An openreach engineer came today and said there was a blockage so they couldn't do what they needed to do. There's nothing on my account and sky still say my broadband will be active in two weeks. Will I be contacted by sky, do I need to cancel 

[Highlinder]

@PhilipThompyDid they come to do the outside work to install fibre to the outside your property?

[PhilipThompy]

Yes they did

[Highlinder]

@PhilipThompyDo they have an idea where the duct is blocked and what needs to happen next?

[PhilipThompy]

Not sure. My question is why haven't sky informed me

[Highlinder]

@PhilipThompyIf they had only been today and Openreach let Sky know there is a duct blockage. You would have to call them in them tomorrow to see if Openreach are going to send out another team out to clear the blockage in the duct.

[PhilipThompy]

Surely sky should tell me if there's an issue with my order. I shouldn't have to Chase it. I only know there's an issue as I opened the door when they were leaving. I didn't even know they were doing anything or were there

[Highlinder]

@PhilipThompy  You can wait to see if you get any updates in regard to your install. Just have to see if you get any texts or emails on the subject.

[Chrisee]

@PhilipThompy what happened in my case was a message appeared in the MY Sky app's orders page me to call Sky with a number but you can just call in. Openreach should schedule a team who will hopefully unblock the duct which can involve digging up the street which can take a while to arrrange. Once that work is complete then an install appointment will be fixed. Sky only know what Openreach have told them and going by my own case that isnt much at this stage  just "its in progress". 

You will be paid compensation as explained here Customer Auto-Compensation | Sky Help | Sky.com

[sigma1005]

This happened me today. 2 men from Actavo who work on behalf of sky were walking around the side of my house checking the cable connection was ok for installation. Nobody knocked on my door to tell me they were there or what they were doing. I came out and asked. Extremely unprofessional and not okay for someone living alone either. 

[KevNewMedia]

Hi @sigma1005 

Thanks for using the Sky Community.

I've escalated your post to our Community Messaging team and they will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

For more information on how the service works, click here https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to sigma1005.

[Mr+Flibbles+86]

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Waitingforwific]

just a quick update on your order. Openreach need to clear a blockage for the cabling to run from the telephone exchange to your property. There is no set timescale for this to be completed as this is dependent on the work required to connect your property to the telephone exchange. You will receive a text with an update on your order on 16/07/2024.

I received the above message every Mondays. May I know when can I use wifi?

[TimmyBGood]

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@Waitingforwific wrote:

 May I know when can I use wifi?

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I'd think that the message is supposed to indicate there's currently no schedule for the necessary work to take place.