FTTP Order Cancelled - What next?

[AdamW1]

Afternoon,

We received some kind of promotional item through the letter box back in July to inform us that Openreach had completed the installation of fibre within the housing estate footway. On receipt of this, I contacted Sky who advised that yes Ultrafast was now available for order, so I proceeded.

Openreach visited the site and marked up the road outside my house for the junction box and sprayed my drive where it would be taken across and agreed on a position on the exterior of the house for the box. OR informed me their Civils team would be in touch with a date to complete the works for then Sky to finish off the interior install.

This is where it all goes wrong, OR Civils team show up 2 weeks later, and dig up the drive ready for the installation. They then checked the junction box in the road and inform me that fibre was not present and it was stopped 60 metres up the road outside a neighbour's house on both sides of the road. So in effect, it cuts off around 14 houses on the estate from ordering fibre. OR Civils team fill back in the drive and leave.

Another OR Engineer visits later that week to check and confirm that fibre was stopped short at the junction box 60 metres up the road and he would need to put in an application to dig up the footway to continue the work for the remainder of the estate road. I called Sky and they confirmed this is the next step. I received a permission to work from OR, which I signed and called Sky to confirm.

4 weeks go by with constant checking with Sky as OR are uncontactable. I received a call from Sky on the 8th of this month to say they were cancelling my order following a conversation with Openreach who had requested a sum of £1,700.00 for their share to complete the work to connect the customer. Sky explained they don't pay this for any customer as it is the responsibility of OR to complete the line work.

I've tried contacting OR with no luck, they don't speak to the general public. Sky have said they can do nothing more. I spoke with a neighbour who lives 4 doors up and he has just had it installed and he said it might be wise to try BT as they may subsidise the cost of the installation for a new customer.

Has anyone else faced this before?

Thanks

Adam

[Chrisee]

@AdamW1 we have seen cases where people have been sent leaflets but couldn't order. We have also seen orders cancelled as Openreach locally knew that the database was wrong but yours is a first that got that far.

Thst Sky decline to pay extra installation costs is not unexpected.. Whether BT/EE would is unknown but it is worth a try. However it is also worth checking the Openreach database for your full postal address here Openreach Checker. If you would like help in understanding the entry post thectable plus the first 3 lines of the notes after removing the reference to your address.

[TimmyBGood]

@AdamW1 

I'd observe that a typical Openreach-based ISP is doing well if it makes a few pounds per month in profit from any individual account, and would therefore be extremely reluctant to subsidise an installation to any significant extent, particularly when this cannot be covered within a minimum term after which the resident is free to switch anyway.

[AdamW1]

Hi,

Thanks for the reply - see below

 

 

[mcculloc]

I am experiencing a similiar issue, Sky blaming OR database issues. They cancelled my home move order. Then Sky telling me their "Back Office" team are investigating, only for Sky to do nothing for 2 weeks and send me misleading information. It's apparent Sky systems, processes and duty of care is AWOL. Good luck.