Full Fibre Activation Past Due Date

[MariMari3]

Hi all,

My Full Fibre was due to go live 16th Aug but still not activated as of today (24th Aug). It has been over a week of no internet.

Sky are saying it's an "FTTP timeout issue" but keep moving the fix date - first 19th, then 21st, then 24th, now 27th. The date is just getting pushed back. They seem clueless and always seem optimistic, though issues seem unending. I lost trust with the support team at this point.

Is it worth escalating or better to just switch from Sky?

Has anyone had this? What is the best next step?

Thanks.

[jamesn123]

Hi @MariMari3 

Have Sky said whether the problem is their end or Openreach or another provider? Often these delays are down to physical infrastructure that is owned by Openreach or similar companies. Sky dont really have control of the delays. You would be entitled to compensation though. https://www.sky.com/help/broadband/policies-and-info/auto-compensation/articles/auto-compensation 

[MariMari3]

@jamesn123 Thank you for your response.

Now it is 1 September, and it has been more than 2 weeks of the promised activation date. Openreach told Sky without any reason that the next update is in 48 hours.

My worry is that, after 48 hours of waiting, I will be told to wait for another 48 hours. It has been the case for the past 2 weeks.

More important than compensation, I have no stable internet connection at home for weeks now (mobile network is bad) and it is really frustrating. Communication with Sky has been bad and Openreach is even worse.

1. Is there a way to escalate this issue? Having open channel between Sky and Openreach for frequent updates? At this point I am pessimistic if anyone is even actively looking at this.

2. I am thinking of moving out of Sky, but I wonder if compensation will be gone? Also, issue might re-appear if this is really Openreach issue...

[jamesn123]

Hi @MariMari3 

In terms of escalation, I am not aware of anything that can be done. Openreach work in their own world, and will provide ISPs with general updates but not a lot can be done to push them.

As for moving from Sky, yes I would think you'd lose any built up compensation, additionally if you move to another Openreach based ISP you will likely hit the same issues/delays. 

Unfortunately what you are experiencing is not uncommon, I've had a business address that has no internet connection currently. Its been waiting for an Openreach FTTP deployment for 2.5 months now and Openreach keep giving the same update each week with no progress. Sometimes they just cant/dont do work on an area for a period of time.