Fibre Broadband Installation farse

[RichardMx]

After waiting a couple of weeks for an installation date a hub was supplied and an email sent to tell me the broadband was now live and I should download an app to learn how to connect the hub.

It didn't work, phoned Sky and after being drowned in irrelevant computer speak finally got to speak to a ( I assume) a human being who after another half an hour of pointless conversation and transmission of images of the hub and ONT to ensure I had an IQ of 10 or more the 'expert' said I have been sent the wrong hub (please remember theysent the hub and have now got another picfture of the back of it). Also when I commented that the Cat5e cable was too short I was told they would send me a longer one.

Next day .. Hub turbs up, identical to the first one, complete with a power supply but no Cat5e cable....

Phoned Sky again, spent 90 miutes talking to another expert who said there was only one type of hub, said cable was faulty and I should go to Currys or Tescos and buy another cable. 

So happens I dug out a cat5 cable from the shed (we have just moved house so things are all over the  place) Also found my  cable tester so tested cable before connecting - also checked original Sky supplied cable - both fullly functional. - still no broadband.

Phoned sky again - spoke to another 'engineer', this one seemed a bit brighter than the previous two and eventually ( a couple of hours on the phone later) said that the line was not connected to the ONT at our premises, hence no signal !

Sky (or Openreach)  said my address did not exist on the Royal Mail database,therefore there was no UPRN (Unique Property  Registration Number and  therefore was nothing Sky could do - thanks for the call Goodbye..

Me, being retired, a single individual managed to identify the URPN for this property after fafing around on the internet for a couple of hours - my how time flies..

Why Sky with their huge investment in technology and the (one assumes) the (lerge ?) number of experts they employ could not find this (it's a publicly accessible databse) I can only assume a slight case of incompetence.

This is not a request fot assistance, the only people that can resolve this are Sky, its just an outlet for frustration and to vent my anger at Sky.

[Highlinder]

@RichardMx Is this a new property or old property that you have now moved into? When Sky said they would send you a longer cat5e cable, they only supply one length of cable. If the ONT was already installed at the property how can they turn around and say your address is not in the database when Sky took the order and sent out the router for a remote activation.

Hope I got these details correct from reading the post.

[RichardMx]

Certainly not a new property, ONT serial number was sent to Sky. What really amazed me (read **bleep** me off) was that every 'expert' I spoke to at Sky had a different (and faulty) solution. I think on the third or forth 'phone call to their support centre I was handed over to a more senior engineer i.e. one that knew what an ONT was, however he insisted the premises were not registered on the database. Strange then that I, a meer retired electriciamn could find all the details on the database within around an hour. 

I have not heard from Sky since so I don't know if they are still persuing this (i.e. chasing their own tales, or have given up.

Strangly enough the How did we do ? email sent after talking to 'Support' have never materialised, perhaps they were aware of the response that would have resulted.

Basically I rate them as Incompetent, unproffesional and a total waste of time. Please note I was with Sky for over eight years at my previous address with little problem (other than the continuous increae in prices).