Can’t get broadband connected

[Sunburysky]

Hi there

i really need some advice - I have been waiting for two whole months now for Openreach to install our broadband via Sky (new property - I've been a Sky customer for over six years). Twice they have confirmed an appointment but did not shown up and whilst Sky do seem to be trying, the date gets pushed and pushed everyday. Is there anyone I can make a formal complaint to,? any other ways that I can get through to Openreach without relying on Sky who don't seem to be able to get an answer?. I work from home so being unable to carry out my job is having an impact in many ways - we are a family of four and just need WiFi back.

[TimmyBGood]

@Sunburysky 

Unfortunately Openreach don't accept inbound communication from ISP subscribers: they only talk (intermittently) to the ISPs themselves.

Do you happen to know how the address was connected previously, and what you are waiting for?

[Sunburysky]

The last owner just had standard broadband connected (I'm not sure through which ISP) however Sky have said that this is not available to us and that we must have fibre as it is available on our road.  Frustratingly Openreach came out to our neighbours home yesterday just 10 days after their order had been placed - we've been waiting for two months. We are simply waiting for an ONT box to be installed and fibre to be connected. 

[Chrisee]

@Sunburysky Openreach are beginning to not to accept orders for new products using copper lines at something over 300 exchanges as a stage in the process of getting rid of copper phone lines. Unfortunately as @TimmyBGood Openreach won't talk to you and what they tell Sky who is their customer is limited. Unless you are lucky and button hole a helpful Openreach engineer in your road there is no other option

There is no easy way to know why your neighbour was connected while you weren't but it can depend on what lies between the fibre connection point in the street and the entry point for your home. What normally happens is an Engineer will have done a survey - they often dont visit you while doing this - and has determined your install needs some extra work which is what you are waiting to have scheduled.

All you can do is check with Sky that your case is being handled by their order recovery team and be patient changing isp at this point will start the whole process from scratch. If you want to know more enter your full address in this checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

There will be a code showing to the right of the line labelled FTTP for the "FTTP install process" post that and someone can decode it for you but dont show any details of your address.

[TimmyBGood]

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@Sunburysky wrote:

  Frustratingly Openreach came out to our neighbours home yesterday just 10 days after their order had been placed - we've been waiting for two months. We are simply waiting for an ONT box to be installed and fibre to be connected. 

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Unfortunately something as apparently simple as a duct partially blocked by a spill of builders cement can require significant remediation before fibre can be brought through it.  Our FTTP installation took three months from order to data flowing, mostly to get one metre of pavement trench completed.