Broadband activation delay

[LR94]

Where to even begin with the long and frustrating story...

Sky broadband was supposed to be activated on the 19/06/2024, the property had been empty for 5 years and internal cables ripped out I.e there was no master socket, Openreach engineer came out fitted internal cables and master socket but stated external works would need to be carried out.

Called nearly every day for an update without getting anywhere when they then booked another appt with an Openreach engineer on the 26/06/2024, this was a manager from Openreach whom had just turned up to take pictures and not do the work as the work involved the water team as the connection was 350metres from a stream, was told by this engineer the team would come the following day but no one turned up.

After calling every day again and being fobbed off with well get an update in 72 hours in another 72 hours etc another appointment was made for the 05/07/2024 which no one turned up to, which I have since learnt wasn't even actually booked on the Openreach system so I took a half day off work for no reason. 

I have had no updates from SKY, no call, text or email with any updates on what is going on, the only information I have had is from Openreach engineers themselves on the 19/06/2024 and 26/06/2024, we are now 3 weeks on from the initial activation date and I'm no closer at all to getting connected, we have now had to move into the property with 2 small children no internet no landline and no mobile phone coverage so if there was anything we needed to contact emergency services for we would be buggered. 

Can someone please help me with any advice to try to get things progressing? The customer service that I have received from SKY has been absolutely shocking, not a single contact with an update from them since the 19/06/2024, promises given of updates that never pan out, days taken off work for no reason. I feel like I'm banging my head against a wall.

[cookiemonsteruk]

@LR94 

Could you enter your full address below and copy and paste the notes below the table

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

[LR94]

 

[TimmyBGood]

@LR94 

Unfortunately 'been empty for 5 years and internal cables ripped out' plus 'stream' and 'no mobile coverage' does suggest a degree of remoteness: is that the case?

While Openreach has an obligation to provide service to every UK address, realistically they aren't required to expend huge amounts of resources to do so on any particular timescale.

If overhead cabling has been removed on the route to the property, or poles have degraded, then there could easily be a considerable delay.

[cookiemonsteruk]

@LR94 

Is your connection going to be by overhead or underground wiring?

Delays like are sometimes down to local authority delay in processing requests by openreach intent to dig up roads etc to install the cabling or specialist equipment required to sling an overhead cable. Both can take 4 weeks from the initial install date

[LR94]

Yes this is a rural area and initially I was told on the 19/06/2024 that traffic lights might be needed as the connection would be on a 60 mile an hour road however this hasn't been mentioned again.

I have no real idea about what is causing the delay.

The poles on the farm are decayed however it doesn't seem to be these that is causing the issue as the connection by the main road they are talking about.

Is there anything I can do here? Am I better off cancelling and trying starlink instead? This seems to be my only other option. 

[TimmyBGood]

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@LR94 wrote:

Is there anything I can do here?

Unfortunately very little: any other Openreach ISP will face exactly the same issues, and there's presumably no cabled altnet alternative.  Realistically the potential combination of traffic control and pole replacement could easily lead to a very prolonged wait, and in my experience Openreach pole teams are uncommunicative even with the rest of Openreach, let alone their ISP clients: they could turn up tomorrow or in nine months time.

Am I better off cancelling and trying starlink instead? This seems to be my only other option. 

Quite possibly, but be aware that you would need a VOIP or WiFi calling from mobile solution for telephony. 

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[TimmyBGood]

@LR94 

Personally I think I'd leave the Sky order open though because the Openreach issues will probably be sorted out eventually and a cabled connection enhances property value at no expense to you (and very considerable cost to Openreach unless they try to levy ECCs, at which point you can cancel without penalty)