Fibre order still hasn't arrived!

[Mandrew]

HI there, I recently moved house and requested that Sky install Fibre in my newbuild home. My engineer visit was scheduled for the 19th of this month, but the engineer didn't arrive and I noticed that my Sky Hub wasn't sent and I don't have a delivery date for it either. I contacted Sky but customer service was useless, claiming that the issue was on Openreach's end and I'd get any updates on my order before Sky did. Is there no way for Sky to contact Openreach and get an update on my order? I've been without internet for about two weeks now, I have no Mobile Service at my location either so it's been a nightmare. The worst part is my neighbour recieved their Fibre last Friday and I can literally see the cable connected from the overhead Fibre pole to their home! I just want any sort of update on my order. What are the chances that I get any sort of update and what can I do about it?

[jamesn123]

@Mandrew 

If you go to this site and use the 'Address checker' then post the resulting table and info below the table back here we can try and figure out what the delay might be. 

[Mandrew]

 Very interesting to note that it seems to list "potential Line of sight problems" as the overhead fibre pole is literally 5 meters across from my front door and there's very clearly nothing to block the cables path!

I did manage to get an update from Sky saying that Openreach would send someone out to do the outside installation on the 27th but yesterday I recieved another "Openreach currently do not have the equipment in place to connect your Broadband and Talk to your phone exchange. You will recieve a text with an update on 28/11/2024" message. Exactly the same message they sent me last time (save for the earlier date) I never did recieve a text from them, I had to call and inform Sky that Openreach never contacted me.

This whole situation would be a lot less frustrating if I simply knew what the delay was (and didn't see the damn fibre cable wired up to my neighbours house everytime I step outside!).

[jamesn123]

Hi @Mandrew 

That is odd, if the pole is that close with nothing around I am not sure why Openreach would have documented possible line of sight problems. 

Its also possible that this isnt actually causing the delay. The text you received stating that they dont have the equipment to connect you may suggest that your pole is currently full. Does it look visibly crowded with cables?

[Mandrew]

I wouldn't say it looks particularly crowded, there's about eleven cables connected to it. From my unexpert eye I'd say there's still space. I can always snap a picture if that'd be of help.

[jamesn123]

@Mandrew 

Might be worth it. Although I dont think there are any Openreach specific experts on this forum, and Openreach will have their own set of parameters on what an 'overcrowded' pole is. 

[Mandrew]

 Welp there it is, the current bane of my existence 😂 Is it possible that the delay might be caused by a database issue or something similiar? My home is a newbuild and initially fibre wasn't available until I informed Sky/Openreach.

[Mandrew]

Recieved another update today, the exact same Cookie-cutter response that I recieved the last three times. Now I've been told I have to wait another week for an update, which I assume will yet again tell me nothing. Is it worth cancelling with Sky and trying another provider? I understand that everyone (other than Virgin) use Openreach but are they perhaps more competent at chasing them up for an update? Realistically what options do I have at this point? If anyone has any advice at all or knows if there's anyway to escalate this further it'd be much appreciated, thanks

[Chrisee]

@Mandrew switching to any other isp using Openreach is likely to slow things further as the existing order Sky placed with Openreach will be cancelled and a new one raised by the new ISP. Ofcom require all communication between ISPs and Openreach can only be made by the regulated channels.

[TimmyBGood]

@Mandrew 

As @Chrisee indicates, communication channels between ISPs and Openreach are limited, specifically to prevent BT as a telco from gaining a competitive advantage from the continuing ownership of Openreach Ltd by BT Group.  No ISP is permitted to 'chase' Openreach more than any other, or receive updates any more frequently.

[Mandrew]

Thanks for the replies guys, so basically it's just a waiting game? Give Sky the occasional call to see if they've recieved any updates from Openreach?

[eoxc]

Curious if this ever got sorted? I have the exact same issue currently with a pole 2 doors down and everyone but me connected and my property is new. Continuously getting the same message from sky that Openreach do not have equipment in place to connect me. Frustrated tbh