Feels like I'm on some crazy virtual reality show. I need help not points

[Bev13]

I need to speak to someone as I keep getting installation date moved back. Open reach say I'm not responding to emails giving consent to work. I haven't received any emails. I am trying to get help to give open reach my email address. Instead I am getting congratulations on getting points for discussions. If anyone is out there please help. 

[Daniel0210]

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@Bev13 wrote:

If anyone is out there please help. 

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@Bev13 
You aren’t contacting Sky Customer Services by posting on here. This is primarily a customer to customer forum.

If you definitely need to call Sky you can call free by dialling 150 from a Sky Talk landline or a Sky Mobile, otherwise you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a 0818 number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you back to the forum. Stay on the line as long as possible and don’t hang up.

[Bev13]

Thank you, I had tried the website and every option given on the phone, none of them gave me an answer. I needed to speak to another human to explain what I needed. That option wasn't offered. I really feel for customers who are even less IT competent than me. Your response is good and I do thank you for that. But, it shouldn't be this difficult to talk to someone. Boys may have their place but I don't believe it is yet. Sorry for the rant, just hope someone from sky does monitor this. There must be so many people who are struggling with the lack of support. 

[Chrisee]

@Bev13 Sky have loads of 03 numbers all of which put you onto the same IVR system which is designed to filter out calls not needing an agent. The trick to get through is to keep silent and dont accept offers of texts etc which works unless the system is extremly busy due to a major incident. It helps if you call from the mobile number linked to the account if there is one as that tells the system who you are.

However I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Bev13.

[Bev13]

We have been waiting for sky to be installed for a month now. We were given a date of 18th April between 8 and 1.00. at 8.15 on the 18th April open reach cancelled saying we hadn't signed and returned an email with ptw (permission to work). (This relates to a previous issue as we never received an email and have spent the last 2 weeks trying to contact them and confirm our email). After weeks of daily phoning and talking to bots. When I did manage to talk to humans at sky  they did everything they could to help. Eventually yesterday morning I was given an email for open reach ptw. Within 5 minutes of sending I had the forms and signed and returned them. I thought my problem was solved and that I would have broadband fitted soin. Today I received a message to say it would be fitted on 18th June!!!!! Almost another 2 months!!! We have no broadband TV,phone line. My mobile data is going through the roof mostly from trying to sort this out. Other posts say 10 days!!!! Not almost another 8 weeks!!!!

Is there anything I can do to move this closer. 

[Daniel0210]

@Bev13 

Your new post has been moved into your other recent thread on this subject in order to provide some history. That was escalated to Sky and you marked it as the answer so I presume it was through that you've managed to contact Openreach. It could purely boil down to availability of Openreach engineers. You'll have been given the next available appointment in your area. 

[Bev13]

I did speak to someone from sky who was really helpful and stayed with the issue until he could find a solution. (This solution wasn't from the chat, but from another phonecall).  He gave me a ptw email so that I could give open reach my correct email address, so I could get, sign and return the ptw forms they were asking for. I thought that I would then be given a reasonable date for installation. But today I received the message that it would be 18th June!!

[Chrisee]

@Bev13 if its a complicated job which requires specialist equipment or getting permission to dig up a road dats can be a long way out. You should be compensated for tgecdelay see Customer Auto-Compensation | Sky Help | Sky.com

[Bev13]

We had an engineer visit early April. He said it would need a soft dig and we then got a date for 18th April, less than 2 weeks after the first visit. Why is it now 7and a half weeks?? 9 weeks after first planned installation and going into 3 months since first visit?

[TimmyBGood]

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@Bev13 wrote:

 Why is it now 7and a half weeks?? 9 weeks after first planned installation and going into 3 months since first visit?

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Typically because the subcontractors which Openreach uses for digging are in high demand and apparently find it difficult to keep to any kind of schedule.  Our FTTP installation (through BT Broadband) took well over three months from order to completion, part of which was waiting for local authority and power company acknowledgement for the required pavement work.

[TimmyBGood]

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@Bev13 wrote:

 Other posts say 10 days!!!! Not almost another 8 weeks!!!!

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Ten days is the minimum lead time for broadband provisioning (and typically applicable to remote FTTC or FTTP activation over an existing copper or optical circuit where there's no need for any installer attendance at the subscription address) : clearly in some cases the maximum time  for getting a new fibre optic cable in place could be essentially infinite.