Broadband Activation Delays – Need Clarity on Date and Access Requirements

[Flapjackman]

Hi, we were due to have Sky Broadband activated on 27th June (our move-in date), but this was cancelled in error by a Sky Advisor. It was rescheduled for 4th July, but the engineer couldn't complete the work and said Openreach would need to carry out additional external work.

Sky then confirmed a new activation date of 18th July, but we've now had a message from Openreach saying it will be 29th July.

We urgently need to know:

1. What the confirmed installation date is.

2. Whether we need to be at the property on the day.

We’ve been unable to get a clear response from Sky. We're currently paying to rent our old place for an extra month so we can work from home, as the new house is in a signal dead zone.

Any help or escalation would be much appreciated.

[GD1]

---

@Flapjackman wrote:

Hi, we were due to have Sky Broadband activated on 27th June (our move-in date), but this was cancelled in error by a Sky Advisor. It was rescheduled for 4th July, but the engineer couldn't complete the work and said Openreach would need to carry out additional external work.

Sky then confirmed a new activation date of 18th July, but we've now had a message from Openreach saying it will be 29th July.

We urgently need to know:

1. What the confirmed installation date is.  No one here can tell you, if Sky can't tell you neither can fellow customers.

2. Whether we need to be at the property on the day.  Yes

We’ve been unable to get a clear response from Sky. We're currently paying to rent our old place for an extra month so we can work from home, as the new house is in a signal dead zone.

Any help or escalation would be much appreciated.

---

[caesarome]

@Flapjackman 

As customers here all we can say is that you will need to find a way to contact Sky if your order tracker here does not confirm the date:

https://www.sky.com/ordertracking

[Flapjackman]

Thank you for responding. I would not expect fellow customers to know the dates, and I did not intend to imply that that was my expectation. I actually wondered, as per my final lines, if there would be any advise on who to contact regarding this or how to escalate. Having contacted Sky they have sent me to Openreach, who have sent me back. We're slightly stuck with no clear dates and can't even plan to be at the property.

[Daniel0210]

@Flapjackman 

Our son subscribed to Sky Broadband in his new build house just before Christmas. Conflicting information was received, some saying nobody needed to be present (he was at work) and some said someone needed to be in.

We erred on the side of caution and went over and sure enough, just after 9am the engineer turned up and was only there 10 minutes.

[IanJ5]

I am in the same position. I signed up for Sky broadband on 11th May ,2025. Since then I have had 4 cancelled instalation appointments. My latest one is for 22nd August. Why does it take 4 months too get Sky broadband ?? On top of this I have to arrange for someone to be at home. I cannot wait much longer, I will have to look for another provider.😞

[JimM1]

@IanJ5 Can be, ordered Sept 24 installed 18th Jun 25.

[TimmyBGood]

---

@IanJ5 wrote:

Why does it take 4 months too get Sky broadband ??

Typically because provisioning is going to be over an FTTP circuit which isn't currently in place.

On top of this I have to arrange for someone to be at home.

Yes, because the new connection has to be brought through a wall.

I cannot wait much longer, I will have to look for another provider.

Any other Openreach ISP will face the same situation.

---