Full fibre install - Openreach

[Ash3012]

I have recently signed upto Sky, Sky glass & Full fibre. 

I received the TV in around 2 days, everything was fine. 

I had to choose the 16th for an openreach engineer to install the FTTP. 

however a day after booking this appt, openreach said I could choose an earlier date, so we changed it to the 2nd August with a timeslot of 8 - 1Pm. 

I took a day off work so it could all take place etc as we currently have no WiFi after just completing recently. 

2nd Aug - No engineer turns up between 8-1pm. I call sky for an update to which they explained that they are sorry but our timeslot has been changed to 1-6pm now. 

fair enough so I've waited until 6pm, no one arrived nor did I receive any correspondence throughout the day. 

so I called sky again to ask for an update to which they apologised and said they can't get any updates from openreach until Thursday 8th August.

so now I have absolutely no idea when will actually get our Fibre installed, no idea why they didn't turn up, no texts or emails notifying me. 

Ive wasted a days holiday, sat in the house waiting for someone to arrive to which they didn't. 

As a new customer I just find it wholly unprofessional, really poor experience from the get go.

is there anyone at all I can speak to, so I can get this resolved or at least get some answers to my questions.. 

[cookiemonsteruk]

@Ash3012 

Could you enter your full address in the link below and post the notes below the table 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[Chrisee]

@Ash3012 typically this work is done by Openreach engineers who have multiple jobs scheduled for each time block and where a job over runs the last job gets dropped. The engineer is supposed to contact you but often dont and until Sky are updated they dont know anything. Your job will be rescheduled so keep in touch with Sky. You will get compensation as explained here Customer Auto-Compensation | Sky Help | Sky.com

I had exactly the same experiencecwhen my conection was upgraded which with all of yhe other mess ups meant Openreach paid enough compensation vis Sky to vover tgecfirst 6 months Sky's broadband charges.

[Ash3012]

Thank you for the reply, it's just a little frustrating I think. 

hopefully it gets resolved shortly. 

[Ash3012]

Is this correct? Thanks

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed alternate L2C solution required.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

[cookiemonsteruk]

@Ash3012 

"OH Feed alternate L2C solution required"

OH Just means overhead feed and l2c means a specialist team is required to attend with a hoist/cherry picker because openreach cannot attach a ladder to the wall.  That unfortunately can add 2-4 weeks to the install.  Have openreach been out to install anything at all

[Ash3012]

Thank you for the info

No they failed to attend on the date I was given. If that is indeed the case I think I'll have to cancel and opt for another provider as I currently have no services at my address due to recently moving. 

thanks again 

[cookiemonsteruk]

@Ash3012 

Unfortunately if you opt for another openreach isp that l2c will still apply however the auto compensation for delayed provisioning and/or missed appointments as mentioned by @Chrisee should still apply.  I know its of little help to you what with glass tv but there is a uhf input to allow you to receive freeview (again of little help to you) but without the sky channels