Fibre installed at wrong address.....Has this happened to anyone else.....

[Confused-com]

Received a phone call from Matthew in the Marketing department asking if I was interested in Sky Fibre at no extra cost.  I agreed and also asked the question about moving  "Who do I contact if I am moving and what is the process" he explained and we booked an appointment for 27.10.2025 for the installation of fibre.

15.09.2025 15.42               Text message from Open Reach on behalf of Sky.  We've received your Full                                        Fibre order.

16.09.2025                           Text message received stating that the installation of the fibre was going                                             ahead on 27.10.2025. An engineer would arrive between 13.00 and 18.00.

I was then contacted and asked if I would be happy to have the installation at an earlier date. I agreed and the 20.09.2025 was scheduled between 13:00 and 18:00.

Text message 19.09.2025 @ 08.27 "Your new appointment date is tomorrow 13:00-18:00"

Text message 20.09.2025 @ 14.22 " A new engineer has been allocated and Adrian is now on site                                                                    connecting your service"

No engineer arrived to install any equipment.  I telephoned SKY to enquire what the issue was.

I spoke to Tony in the Technical (Bulgaria) team. I explained that the engineer had not arrived and I had no internet connection and no installation had taken place. He tested the line and said that the fibre had been activated and that the new ONT had been activated and that the property was receiving the fibre signal.  I spent 1:23:04 speaking with Tony, he tried everything he could and said that his system was showing a connection.  He said that he would arrange for an engineer to come to the property and install the equipment. I was not happy as I had cancelled arrangements that I had made with my family and that I would be without the internet until Monday.  I received a text message confirming the details of a repair? I questioned this and asked "How can you book a repair if the nothing was installed? surely it should be booked as an installation?" he replied "It is only the terminology and someone from OpenReach, would be with my to install the equipment on Monday".  I asked would it be possible for someone to arrive after 16:00 as I had to work.  Tony said that he could not guarantee this but would put it in his notes. He gave me reference number in case I needed to call Sky.  I asked him to raise a complaint on my behalf.

I have spent all weekend without any internet connection.

Monday 22.09.2025

I took the day off work as I knew that there would be an issue with the communication between Sky and the engineer.  An Openreach engineer arrived at my house at 14:30, her name was Kelly.  She said that she was here to fix my broadband? She was confused as I was, as there was nothing to repair as it hadn't been installed? .  She did say that she was looking at the outside of the property and couldn't see cables on the outside and asked where the ONT box was?  I said what ONT box? nothing has been installed.  She then contacted Sky and asked what the issue was?  the person she spoke to said that the signal was up and running  and there were no issues.  There is an issue there's no equipment and nothing connected???????.  She said that she would put it in her report when she returned to the office.

I then contacted Sky and spoke to Jimmy in the Technical department.  I explained the issue to him and he said "you're all connected to fibre" I explained the situation to him again. He then put me through to cancellations, I spoke to Chulu in South Africa, who said that I needed to return the equipment (what equipment??????? I'm not connected to anything), Chulu then returned me back to Technical again  Estoya this time??? I explained again the issues and problems, no one believes me as the engineer (Adrian from A J Quinn) has completed the paperwork, and said he had explained everything to me, the equipment fitted blah. blah, blah. By now I've lost the will live. Adrian did not come to my house, did not install any equipment and no there was no customer satisfaction. Estoya then for some weird reason transferred me to Pre-active accounts in Mumbai where I spoke to Frank.  Who was as much use as a chocolate teapot!!!!!!.  He then transferred me back to Technical and the lovely Peppa.  She tried so hard to help me, but couldn't as the fibre account (which I have never received) needed to be cancelled and a new order be set up.  I was then transferred to Customer Loyalty.  By now I have spent three hours on the phone today and I've had enough.  I didn't get the mans name in Mumbai.  He was reading his script, I didn't have the patience to listen.  I asked him to stop reading his script and read the notes on the account as I didn't want to explain anymore what the issue is.  He said I had to return the equipment, I told him I didn't have the equipment to return as I had never received it.  I am now going to be contacted tomorrow with an installation date by the guy in Mumbai, he is going to call me tomorrow morning between 08.00 and 10.00. Peppa is going to monitor my account?????????. 

Out of pure frustration I contacted MJ Quinn and complained to them, at the shoddy service they have provided and the issues that this has caused. Ray has assured me that this will be investigated and Dwayne who is in charge of the Engineering contractors will contact me tomorrow 23.09.2025.

23.09.2025

Received a telephone call from Dwayne (11.00am at M J Quinn) asking if he could visit my premises to see what has happened.  He said the installation was completed and the person who had the installation said that they were me.  The service has been installed in a white house?  I asked who signed for the work after it has been completed? apparently no-one signs to agree that the work has been completed anymore and a text message is sent to the individual to complete a survey?.  The house that had the installation wasn't due for theirs until 26.09.2025.  On Friday 19.09.2025 the engineers had already connected the wires to the other property.  Adrian (engineer) called again on the Saturday and said that there had been issue with the installation and needed to fix it?????????   Dwayne wanted to send an engineer to correct the error.  I said that he couldn't as Sky had cancelled the order (according  to the last person I spoke to in Mumbai), and a new order was to be raised.  I'm still waiting for the telephone call from the guy in Mumbai to confirm that this is the case. 

Received a phone call from Juan (?) in Mumbai at 11.16am to confirm the cancellation and reinstallation date.   He had to speak to his manager about the account to cancel and re order.  He told me that it would take between 1-2 weeks for the new order to be installed????????.  I was left on hold then the call was cut off at 11.28am. 

18.15 Still no call from Juan or anyone from Sky???? I have now spoken to Preethi George (Billing and Debt) why I was put through to her god knows?? She couldn't help me,

18.31  I am now directed to South Africa Samantha I explain the issues to her, give her the reference number and ask her to read the notes.  She does this and said that she will cancel the contract and reissue a new contract for 24 months????? I don't want a contract for 24 months, I just want was originally offered. My original package upgraded for free for the rest of the contract. 

18.49 Samantha then transferred me back to Technical Department (Bulgaria) I then spoke to Ilyia, explained the issue to him he then placed me on hold to see what he could do.  ALL I WANT IS A NEW INSTALLATION DATE..........WHY IS THIS SO DIFFICULT.  I have now been told that it won't be cancelled until 7th October.  I then have to call the Technical Department after this date and ask for the installation.  He advised me to use the data on my phone?????.  I have asked for a copy of the notes held on my account. Ofcom is who I need to speak to. 

24.09.2025

OMG, how much more of this can anyone take?  Mumbai three times and cut off.  I WANT TO SPEAK TO SOMEONE IN THE UK.....I've had enough of apologies.  Eventually got through to someone called Sunny (apparently in Wales...I don't think so). He has cancelled my account which will take 24 hours (as was to happen on the 20.09.2025) and then reactivation on my copper account.  He will call me tomorrow at 10.00 to confirm that this has happened.  I won't hold my breath.