Don’t have permission for engineer to drill holes

[CatherineLewis]

Trying to reach any human at either Sky or Openreach to explain this to is impossible so I'm hoping someone here can help!

I am a new customer trying to get a connection to broadband in my flat - critically, this is in a block of flats - so I am not the building owner and obviously I have no jurisdiction to make any changes to the lobby, or driveway etc - that's a serious business involving tenders and voting and all sorts! 

The Sky engineer (it's actually Openreach on behalf of Sky) service sent this:

Your Full Fibre installation is on Thu 27 Nov between 8AM - 1PM at address ending 3YB.

On the day our engineer will drill a small hole into your building, so a decision maker aged 18+ must be present.

Get ready for your install by watching our video guide https://comms.openreach.co.uk/88ekxmj

Reply YES to confirm or CHANGE to reschedule

Find out more www.openreach.com

Obviously they cannot do that  - I would need to get permission from the building management company; and I'm unlikely to get that until I have a better idea of what this actually means, and whether it's even possible - as presumably they would then need to run connections up to our (sixth floor) flat....!

There appears to be no mention at all of what to do if you're in a flat, not a house anywhere on the Sky website, and I just cannot get through to a proper human. I did once, but they knew very little about the engineering side of things.

Does anyone else have experience of attempting to connect to Sky in a block of flats? 

I'm tempted just to wait till they turn up and explain then - it honestly feels like the only way I'll get to speak to a human!

[TimmyBGood]

@CatherineLewis 

Realistically an FTTP order for a sixth floor dwelling shouldn't be accepted unless the building is already cabled with a fibre distribution network.

[CatherineLewis]

Thanks, so are you saying you think they will not have accepted the order unless all the installation that is required is in the interior of my flat, not the building?

Trying to decide whether to simply cancel or just let them turn up and see what happens! Even cancelling is hard work - but I have at least found a cancellation email that will take 5 days. 

[JimM1]

@CatherineLewis You also have to reply to that text just in case you did not do it!

[TimmyBGood]

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@CatherineLewis wrote:

Thanks, so are you saying you think they will not have accepted the order unless all the installation that is required is in the interior of my flat, not the building?

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Unfortunately it could be an error in the sales database.  Is there any indication of optical cabling in the building?

[CatherineLewis]

Ah good point - thank you! Yes I immediately went to try and find human contact at Sky or Openreach and didn't even register that. 

Just got to decide whether to keep it - it's becoming clear it might be the only way to get an actual human being involved - it is still very unclear whether there is already the correct cabling (probably wrong terminology) to the building or not. I am checking with the management company and others but when it comes to Openreach and communication there's no guarantee of anything!

Thanks

[CatherineLewis]

Yes I'm suspicious of the 'confirmation' I was given over the phone - he very much gave me the impression he was literally checking speeds online, but now I wonder if he was just checking the exact same info I have - which is Openreach and says we do have superfast capability. But the same site does not also give the caveat that however they do still have to bring the infrastructure to your dwelling, which involves drilling and installation etc...

The reality is this would benefit anyone else in the building and they might be grateful, but getting the right decision-makers and permission-givers there on the day could be really complex, that's the issue. 

I'll keep up the contact with the management and others. 

[GD1]

@CatherineLewis  Can you post the result from this link https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

It may give an indication of how the fibre is provided to the property

Remove any address/cabinet data vefore posting a screen shot of the results.

[CatherineLewis]

Hi, 

so it's sort of resolved - or at least we have found information from an Openreach communication to the management company stating that all flats have full fibre capability.

fingers crossed all goes ok with the engineer - at least I won't have to turn them away!

great tho it is to have a helpful community, the reliance of large companies on bots and AI does not make for a happy customer base. 

thanks all! 

[jtonline · Accepted solution]

@CatherineLewis 
Openreach's sub contractors have recently finished putting fibre cabling in the communal stairways to the flats where I live.  (I'm a director of the management company so have been involved from the survey stage onwards) They have put a white connection box at the top edge of the front door frame to each flat.

In our case, if/when an occupant orders full fibre from their chosen provider, the technician who visits will connect a cable into the box above the door and drill a small hole in the wall into the flat, then route a fibre cable internally and install a small ONT (Optical Network Terminal) box that the router connects to.

I've placed an order with Sky to upgrade my current connection to full fibre and the Openreach technician is due in a couple of weeks 🤞