This is actually on behalf of my mum, who is in her 80's, but loves her phone, netflix, iPad etc.... and she wanted to get fibre when she was ready (she had to deal with a house alarm which was connected to the analog phone line and some other bits first)
City Fibre ran fibre to her whole street at least 2 years ago (if not longer) in an Aberdeen suburb - she's got the small duct cap on the pavement at the edge of her property as does everyone on her street - which is a normal street, one house next to another - no funny driveways or lengthy paths etc.... there is even a fibre street cabinet that she can see from her living room window!
Her neighbours either side of her have fibre, and a few more around the street too (you can tell by the box on the wall) - and upon ordering fibre last week it said she was eligible (as we expected) and we submitted the order
Cue the following day, she gets notification that her install has been cancelled (with no notification I should add other than a text to say there is a problem and the order was cancelled - she tried to call the number - but the automated system is not great for someone who is hard of hearing!!)
After some back and forth and me calling in on her behalf - apparently the order is rejected due to "incompatibility" (the sky agent we spoke to said they tried 6 different ways to submit the order and they all failed with this same "incompatible" message).
Moving on to yesterday, after some further digging - I went on the BT Openreach checker (someone suggested that is the official standard to check if you can get fibre - I dunno??) - and low and behold, it reports she cannot get fibre currently, but you put other street numbers in on the same road (including a direct next door neighbour) and they all can get fibre - with the exception of her and one other property in the street that I have found so far.
The cynic in me thinks that City Fibre (who's lines they are) might be at capacity in the area and us ordering has triggered them blocking off anyone that hasnt already ordered fibre in the street - but obviously thats an assumption?
And of course - now we are at the point of Sky telling us we need to speak to City Fibre - and City Fibre telling us they dont talk to end users and she needs to speak to Sky!?!?!?
So where do we go from here - there is fibre at the edge of her property, we know its there - she had all the cold callers at the door and postcards delivered when City fibre were doing the construction works - but because her address is now showing as not being able to get fibre (it was before we ordered - as we were able to order!!) - she's kinda stuck!
Did I say she is in her 80's and on her own - just wondered if there was any "safeguarding/care of the elderly" things she could lean on to get things moving to resolve?
Any ideas folks?
