Fibre Order Big Issues!

[GP8y1]

Placed an order with SKY on 13/09/24 for Fibre. This was due to go live on the 23/09/24 however, I received an unexpected text from SKY stating there is a delay with my order and an update would be provided on the 25/09/24.

On the 25/09/24 I received an update stating this;

"just a quick update on your order. Openreach have told us they currently do not have equipment in place to connect your Broadband and Talk to your phone exchange. Openreach are looking at the best way to get you connected. You will receive a text with an update on your order on 01/10/24."

It is now the 02/10/24 and received the same update again;

"just a quick update on your order. Openreach have told us they currently do not have equipment in place to connect your Broadband and Talk to your phone exchange. Openreach are looking at the best way to get you connected. You will receive a text with an update on your order on 10/10/2024."

I contacted the Fibre provision team and order recovery team to get answers, they contacted Openreach and they gave vague answers with no time frame as to when I will ever get my fibre connection installed.

Daughter requires it for her university studies, I need to for business and work and my other daughter relies on it for her disability.

Can someone from the SKY team here please look into this and get me some answers as to what is going on? No-one from SKY or Openreach is very firth coming with answers!

[jamesn123]

Hi @GP8y1 

If you go to this site, use the address checker and post back here with the resulting table we can see if there is any explanation. 

[GP8y1]

Hi there.

Here's the results table you have requested. My neighbours have full fibre to which I've ordered.

 

 

 

[GP8y1]

Sorry, screen grab was taken in portrait. Here's the full table in landscape.

[jamesn123]

Hi @GP8y1 

The table shows the dreaded 'Waiting List' for the FTTP entry. This means that Openreach are at full capacity on your local pole/distribution point. Waiting lists can last anywhere from a week to a year or more and unfortunately its usually very difficult to get any information from Openreach as to when they might expand capacity.

I would recommend you plan for a wait by getting some sort of 4G/5G hotspot service. You could also try contacting Openreach directly on their site to see if a timeframe can be given.

[GP8y1]

I've done this and they keep pointing me back to SKY. So, I don't know where I'm coming and going with either providers right now?

[jamesn123]

@GP8y1 

If openreach wont give you a reason then unfortunately you are just stuck, you will likely get the same answer from any other provider you go to until Openreach expand capacity in your area.

[GP8y1]

Is there any other options? Normal broadband etc?

[jamesn123]

@GP8y1 

Where FTTP is available Openreach usually wont provision FTTC or ADSL

[GP8y1]

I see.

Just called SKY again and got through to provisioning, Openreach have apparently expedited stage 1 and according to them should be completed by 05/10/24?

Not sure what to believe at this point?

[jamesn123]

@GP8y1 

I mean its possible. It completely depends on what work is required to add capacity. It might be as simple as adding lines or as complicated as needing a whole new pole or distribution pod.

[GP8y1]

If Openreach is to believed it couldn't have been much to do however, the work should have been completed on the 23/09/24. Not sure what really is being done to be honest? Unless someone from the SKY team here can shed some light on this for me?

[jamesn123]

@GP8y1 

As mentioned Sky will only have as much info as Openreach have provided which is contained within the text message you received. Its now just waiting game hence why I suggested you get some sort of 4G/5G system in place to keep you going.

[GP8y1]

I'm considering it if delays persists.

[PH31]

This was very helpful as I got the same message today. This is what my details are. Can someone tell me what it means?