City Fibre (Kelly Communications) where unable to install full fibre into our house today

[KateBedford]

City Fibre came out today to install full fibre into our house so we could connect to our new sky broadband package which was due to be activiated today.  However, they where unable to do this as we currently have gas works on our street and the pole they needed to connect from is cordoned off by  British Gas and they need to get permission from British Gas to go over the cordons.  Therefore, they advised we needed to contact Sky to tell them this as Sky need to get the permission.  Can anyone help with the following:

1) How do I contact Sky as the vitial assistant is no use and when I ring Customer Services and say why I am calling the automated service justs goes throught how to connect to the new hub etc

2)  I am concerned that we are now going to get charged an early disconnection fee from Virgin are current provider as we are entering into day 14 of our new contract but it should have been cancelled today due to the switch over which has now not been completed.

City Fibre advised they will also report the above but said we needed to too.  I am worried we might now not get connected for ages and Virgin will start to charge us for their services and late cancellation

Any help would be appreicated of who to contact and where we stand 

[Chrisee · Accepted solution]

@KateBedford if you have used the One Touch Switch service where Sky are responsible for cancelling the Virgin service the delay should not start a new fixed term contract it should just roll-on unless you have agreed something separately with Virgin. 

It would be sdbsibleto report the issue to Sky but Kelly engineers should have told City Fibre who will also update Sky - usually happens over night. When calling in do not engage with the bot beyond saying need to report a technical issue and stay online. 

[KateBedford]

Thank you this is very helpful