Broadband Activation

[NottmPanther34]

Hi,

Complete newbie on here so first of all, apologies!!

We've recently moved in to a new build property and after having to prompt Openreach to complete the work they needed to do to get fibre to the property (ONT box now has two solid green lights)  we ordered (or at least thought we ordered) our TV/Broadband package last Friday. 

During the order call on Friday, due to how long it took and it overlapping my lunch break at work, the advisor who took my call said they would call me later that day to complete the rest of what was needed to complete the order (I think this was just the broadband side of things) but this call never happened. I then went online to sign my credit agreement for the Sky Glass TV we have had to find that broadband hadn't been ordered (fail number 1). 

Thanks to this I then called back up to make sure the broadband was added, and was told we would have an activation date of 28th (this Friday) which, despite not being ideal given the fact I've not only had to prompt Openreach myself to get the ONT connected and running, but also had to call Sky back to order the broadband which I thought had already been ordered, I was ok to settle with. I then get a text message an hour or two later to say my activation date was going to the 31st so a further 3 days worth of delays to me being able to use my services (again not ideal given all the leg work I've had to do which I shouldn't).

I've been in touch with Openreach who gave me a number to call their Service Management team, however it seems this number is for the provider (in this case Sky) to call to look into bringing our activation date back to at least the date originally given to me. 

Anything that can be done, or any tips that can be given to get the activation date brought forward as far as possible would be much appreciated. 

[jamesn123]

@NottmPanther34 

Broadband orders have a minimum of 14 days lead time no matter how much ground work you put in prior to this. This is the same for any ISP using Openreach services so to me it sounds like you have been given the earliest avaliable activation date

[TimmyBGood]

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@NottmPanther34 wrote:

I've been in touch with Openreach who gave me a number to call their Service Management team, however it seems this number is for the provider (in this case Sky) to call to look into bringing our activation date back to at least the date originally given to me. 

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Openreach typically talk to end-users as little as possible: the Openreach contract is with their client ISPs rather than members of the public.

As @jamesn123 indicated, broadband provision (even for the first time) has a minimum lead time from when the order is placed, which an ISP cannot reduce: Openreach describe these here

There are industry rules in place around lead times (the time it takes us to deliver something) for consumer switching and number portability.

For example, if you’re switching your phone or broadband to another provider there are lots of rules we have to follow which are designed to protect you. One reason for this is to stop “slamming” – when a company takes over someone’s services without their permission. There’s a minimum lead time of ten working days for jobs like this, which is enough time for the old and new providers to write to the end customer to confirm the switch. It also means there’s enough time for someone to cancel the change if they didn’t consent to it, or if they change their mind.
 

Who sets the lead times?

The rules for switching services have been set by Ofcom, after public consultation. They’re there to try to stop consumers being harmed. We also set lead times for installing our services and measure our performance against those lead times.