Broadband order "stuck" on openreach systems - endless cycle of escalations and callback

[EOB82]

Hi

I'm hoping someone can please offer advice or help on getting my order through and finally getting connected.

We placed an order for sky talk and broadband on 13th January and we were alerted to an issue on the 21st. We were advised that there was an issue with Openreach systems preventing the order from progressing and that we would have an update on 25th of January.

Since then we have been stuck on an endless cycle of being advised the issue has been escaleted to openreach and we will have an update/resolution within 48 hours (or one week depending on the advisor).

Last Thursday the 24th February I was advised that a "pro forma" escalation had been sent to the "very highest level" in openreach and had been assigned to a manager there that we could expect an update with a committed date from openreach on Tuesday the 1st March.

Called again on 1st of March and was advised the case had only just been accepeted by openreach and we would again have an update within 48 hours. Called Order recovery team again Thursday 3rd March and have been told yet again that we need to give openreach 48 to respond.

I really don't know where to go from here!? This has seven weeks of being told the same thing by every advisor in the order recovery team and despite being escalated to the "very highest level" the order is no further on.

Please can anyone help or advise how I can get this order. 

[jamesn123]

Hi @EOB82 

Can you please post the results from this website using the address checker. 

[EOB82]

[jamesn123]

@EOB82 

So you aren't ordering full FTTP fibre as I initially thought you may have a blocked/congested duct but thats not the case. Your fibre cabinet is also showing as available and not waiting list which was my second thought.

I cant really see why you would have order issues, perhaps Sky is the issue here. Have you tried contacting Openreach directly using this form to check whether they have an issue with your address?   

[EOB82]

@jamesn123  Thank you for having a look and for your suggestion of contacting Openreach.

[cookiemonsteruk]

@EOB82 

Is this a house you have recently moved into maybe where the previous occupant hasn't fully cancelled their line (ceased line) possible resolution ask sky to install a new line

Or a property formerly known by a plot number but now has an actual house number or name. Where sky need to complete an ORDI (OpenReach Database Integrity) check to update the address shown by openreach with their own

[EOB82]

@cookiemonsteruk 

Thanks for the reply.

We moved into the premises 14 years ago as a new build so there has been no previous tenant or service at the address.

Sky did say the order needed to go to survey as a new build but then confirmed survey was completed and all extrernal work complete.

[cookiemonsteruk]

@EOB82 

Real head scratcher there . Will be dealt with  by order recovery directly and i don't think community managers have contact with them

[EOB82]

@cookiemonsteruk  Thanks for the reply. 

Yeah, I really dont undertand it either.

It's been with the order recovery team since the end of January and I've just had promise after promise since then that it will be resolved and order moved to comitted date.

Reallly could cry with the frustration at this stage.

[THX1138]

Hi @EOB82 

I feel your pain. It took Me and the Sky Account Recovery team 6 months to finally get the data discrepancy resolved between Sky and Openreach. My Sky account was also completely messed up - had been for years,  which didn’t help things.

Once Sky formally actioned an Openreach ORDI (Openreach Data Integrity) request (as @cookiemonsteruk  has mentioned), the mess began to clear up and after some more intensive back office work by the Sky Account Recovery team, I was finally able to successfully place a FTTP order and have it installed.

Persevere with the Sky Account Recovery team, they will genuinely do everything they can to try and help, but sometimes even they come across issues that no one at Sky have ever seen before – like my situation,  which the Sky team said was a complete enigma.

Good luck

[EOB82]

@THX1138 

6 months!!? I thought I was bad with two months.

I've lost faith in the order recovery team after dealing with them over the last 7 weeks. 

Each time I call I'm told something different and asked again to wait another 48 hours.

[DavosH9]

Hi

I feel your pain

I have just been connected after 107 days of back and forth with sky, openreach and myself.

The issues are not quite over but almost.

I was also told to wait for updates while it was being escalated, this went on for 3mths until one day an unscheduled openreach engineer turned up at my house, I explained the situation to him and he agreed to take a look at the issues I was having, it was only then he noticed the pipework was damaged underground and it was escalated to a dig team to sort. 

I have been very unhappy with the whole process, being told contradictory information and being fobbed off by so called updates that don't update me on anything. And having no Internet (except my phone) for over 3 1/2 months. 

I have now raised a complaint and have also started to raise a complaint with CISAS you might want to mention this to sky, but it can take a while.,but when I did mention them things miraculously started to move in the right direction. 

BTW don't forget your rights and compensation I highly recommend you look into this as I am doing. 

Just keep on at them every week and gather all information for your benefit at the end. 

I wish you luck 

Just remember the sky people are really friendly and want to help, it's openreach that's the problem try not to get angry like I did sometimes (it's hard not to) but these guys are really really trying to help us and they have been great once it's escalated to the right level at openreach and someone takes responsibility for your case.