Engineer was unable to complete fibre installation

[jcyatesee]

Engineer unable to complete fibre installation yesterday. Due to a problem with a defective pole.

[cookiemonsteruk]

@jcyatesee 

Did they say what was defective?

Could you enter your full address in the link below and copy and paste the notes below the table

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[jcyatesee]

This link is for broadband checker. We've done all that and full fibre is available hence the new contract and the installation going ahead. When the engineer came to fit, he completed all the internal work, but there was "a problem with the pole". All he told me was that the pole was defective and they that he needed a cherry picker to come and fix the problem at the top of the pole. He said he wasn't allowed to climb up to fix. He also said it's a simple problem to fix, but he couldn't wait until 10 pm when a cherry picker would have been able to come.

[cookiemonsteruk]

@jcyatesee 

The notes may have given a abbreviated version of what you've just given us.  Sounds more like an issue with the black cbt box on top of the pole as opposed to the pole itself openreach should update you directly when they are good to go. However probably better to contact sky to update them

Contact sky as below

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

[TimmyBGood]

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@jcyatesee wrote:

 All he told me was that the pole was defective and they that he needed a cherry picker to come and fix the problem at the top of the pole. He said he wasn't allowed to climb up to fix. 

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That's almost certainly correct: there's a specific 'do not climb' designation for poles.

Realistically you'll have to wait until the equipment (and personnel) are available, which might well not be until the other side of the Bank Holiday weekend.

[jcyatesee]

Well, that's fine, but I've had to contact you. I've had no communication from openreach or Kelly communications or Sky so far. I was told my Internet would be fitted yesterday. When is somebody going to get in touch with me to explain what the plan is as they were not able to achieve The quoted date?

surely somebody should be contacting me to give me the next ? Apart from the house, the guy said I would need to be in and I have work commitments.

[GD1]

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@jcyatesee wrote:

Well, that's fine, but I've had to contact you. I've had no communication from openreach or Kelly communications or Sky so far. I was told my Internet would be fitted yesterday. When is somebody going to get in touch with me to explain what the plan is as they were not able to achieve The quoted date?

surely somebody should be contacting me to give me the next ? Apart from the house, the guy said I would need to be in and I have work commitments.

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You're not actually speaking to Sky Customer services, this is a customer helps customer community

[TimmyBGood]

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@jcyatesee wrote:

When is somebody going to get in touch with me to explain what the plan is as they were not able to achieve The quoted date?

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Again, realistically that may well not be until next week.

[jcyatesee]

Apologies, feeling very stupid. Didn't realise this was a community forum. I thought everybody was particularly helpful!😂

[eezer21]

does anyone know how long it takes to get the next engineer to complete the firbe installation as it has been mentioned here.

I had the first part done but they had a red light instead of a green light on the box (I dont know)

the MJ quinn guys said it needs to be escalated to an N23 engineer (I dont know either) but now no word from openreach and I phoned sky customers serves and they couldnt be more unhelpful.

Is it 3 days or a week, anyone had this in their experience (why did i change)