Broadband Upgrade Issue

[cleavonsky]

As my broadband contract was coming to an end (Superfast using FTTC) then I yesterday agreed to upgrade to Ultrafast broadband with FTTP. We agreed an provisional installation date for BT Openreach to insall the new fibre cable next month but when I call back today to try and change the date for the installation Sky told me that it wasn't actually necessary and everything was in place to receive Ultrafast broadband without this work so they would just be sending me a new router. As we do not have a fibre cable coming into the property I'm concerned that we won't actually be getting the technology we signed up for. Any thoughts / advice? 

[cleavonsky]

...I've also now just received a text saying that a Sky engineer will need to vist for the install - further confusing matters.

[Highlinder]

@cleavonsky  There is outside work that is done first. Then the inside work is done after this connecting the FTTP within the property. Is the install cables overheard from a pole or underground?

Could you fill out the link below and post a screenshot hiding the private information in the top-left corner.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome 

[Highlinder · Accepted solution]

@cleavonsky  They will install the fibre from the Customer service point on the outside of the property and into your home to connect the ONT. This is what is used to connect to your router. A picture of what this looks like is below.

[cleavonsky]

Thanks for that. I'm just confused as to why they would tell me we would no longer be visited by BT Openreach when I was expecting work as you have described to be necessary.

Currently the broadband comes in via an overhead cable from a telegraph pole.

Will post a screenshot as requested shortly.

[cleavonsky]

Sorry - not sure if this is in any way readable!

[jamesn123]

@cleavonsky 

Your results state you will be using an 'OH Feed' (Overhead) so the cable will from from the pole to your home. It also states no anticipated issues so should be a straight forward install. Openreach will be required to attend before your install date to pull the cable from the pole and route it into your home. 

[cleavonsky]

Thanks guys. I think I'll need to give Sky a call again. Maybe I totally missed the point of what they were saying but it makes no sense for them to be telling me that BT Openreach will no longer need to carry out any work.

[Highlinder]

@cleavonskyThe first part of the install is done outside and the property owener does not need to be at home, as normally the CSP is put close to the entery point of where the old line comes in for your service just now.

It should be just a drop down from that entry point from the pole as indicated by @jamesn123 

[TimmyBGood]

@cleavonsky 

Chances are it's Openreach to carry out stage one (pole to CSP) and then a fibre-trained Sky installer to do stage two (CSP to ONT).  This usually involves drilling a new optical pigtail entry hole.

[simon194]

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@jamesn123 wrote:

@cleavonsky 

Your results state you will be using an 'OH Feed' (Overhead) so the cable will from from the pole to your home. It also states no anticipated issues so should be a straight forward install. Openreach will be required to attend before your install date to pull the cable from the pole and route it into your home. 

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The "KCI2 assure" means Openreach have commited to do stage 1 of the install before the actual install date. It should (but doesn't always) change to KCI3 after the OH fibre and CSP install have been done.

[cleavonsky]

Thanks for the helpful responses everyone. I think everything is in order but the sequence of events and planned timings has just not been explained very clearly by Sky (and has changed from what they originally told me). I'll double check via the call centre.

[cleavonsky]

Thanks all. In short I've spoken to Sky again and it is all going to happen as you have described. The confusion arose as the person I spoke to implied that BT Openreach didn't need to get involved when what they were trying to say was that I didn't need to be in for that part so didn't need to be concerned about the date (as long as it is done before the Sky engineer completes the set up).