Delay to Order and blaming OpenReach

[Sophoooow]

So I started an order on the 7th February, was meant to be online on the 17th, I work from home so need the internet. I moved in today (16th) expecting to be able to work from home tomorrow. Got a message on the 11th saying there is a delay to an order, we will text you on the 15th, received another one today saying we will actually now update you on the 22nd because there is a problem in Openreach's database? I know Sky rely on OpenReach but every single person I speak to explains to me that there is nothing they can do to contact open reach and find out what the actual problem is. Even spoken to skys escalation team and they just continue to blame OpenReach. Yes, the problem may lie there, but if you chose to use OpenReach as a third party, then you need to understand and explain to customers what the issue is. What is going to happen now? Just when it gets to the 22nd delay it again!! Even the escalation representative today said there was no guarantee that it will be sorted by the 22nd. Absolutely awful service, looks like I'll be ringing Virgin instead on the 22nd!!

[JPR007]

@Sophoooow I'm afraid Sky really are at the mercy of Openreach, it's not a case of they choose to use Openreach, it's a case of that's all there is, as any ISP would be who uses the same broadband connection type and infrastructure. There can be many reasons as to why there can be delays, but Sky do need to push Openreach about it. I am surprised those at the escalation team not pushing more they are usually quite good. 

You won't be eligible for any compensation for work use either if work is affected by not having the service up and running, as the contract is for "domestic" broadband so Sky can't be held liable for any potential losses. 

I can raise the post if you wish and see if a result can be had here? The order recovery team may do better.

[TimmyBGood]

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@Sophoooow wrote:

Yes, the problem may lie there, but if you chose to use OpenReach as a third party, then you need to understand and explain to customers what the issue is. 

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Openreach was left with an effective monopoly over provision and maintenance of the UK telecommunications network, all the way down to individual addresses, as a side-effect of the privatisation of British Telecom in the 1980s (and long before broadband was a thing): no ISP uses their services out of choice.

As a 'cable television' company, Virgin has been laying its own coaxial network for decades and so can manage and maintain it themselves: that was never an option for ISPs using telephone infrastructure.

[Sophoooow]

Yeah it is just frustrating that the order just keep being delayed and delayed without no one knowing what the problem is. Very disappointed with the escalation team not pushing Openresch further. 

and yeah ok they may not have a choice to use OpenReach but it is their customers they are making wait so they should sort it! It is also for domestic use, I don't have my own business, but the work I carry out for a company requires internet access. I should be entitled to something for all of this delay when I was originally promised activation on the 14th! 

[TimmyBGood]

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@Sophoooow wrote:

I should be entitled to something for all of this delay when I was originally promised activation on the 14th! 

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That should be covered by the compensation scheme overseen by Ofcom

Problem	A landline or broadband customer would be entitled to compensation if…	Amount of compensation
Delayed repair following loss of service	Their service has stopped working and it is not fully fixed after two full working days.	£8.40 for each calendar day that the service is not repaired
Missed appointments	An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours’ notice.	£26.24 per missed appointment
Delays with the start of a new service	Their provider promises to start a new service on a particular date, but fails to do so.	£5.25 for each calendar day of delay, including the missed start date.

@JPR007 was just indicating there's no additional compensation associated with 'working from home'.

https://www.sky.com/help/articles/auto-compensation