Full fibre order keeps getting cancelled

[Caroline161]

has anyone else had problems with thier full fibre order getting cancelled, this has been going on now since July when Sky first invited me to transfer to full fibre via a whats app message, since then I'be been phoning and each time it gets cancelled.  5 times now the last one yesterday.  In the mean time both my neighbours have been connected without any problems.  One only last week.

Every time I phone Sky they say they cant understand why its getting cancelled, yesterday they said it was Openreach cancelling it because there wasnt capacity.  However the Openreach engineer was in the village so I asked him, he said absolutley no problem at all.  I've checked on the Openreach checker and its saying its Available to Order Now for my address and to contact my provider.

To say I'm annoyed is a bit of an understatement now, I've officially emailed again this morning as I'm sick of phoning, yesterdays order was cancelled within minutes of being placed.  Think it might be time to look elsewhere.

[Chrisee]

@Caroline161 it should be possible to see why if you post a screen shot of the result of entering your full address in this checker Openreach Checker

Includectgecwholectablecand thecfirst few lines of the notes and removecthe reference to your address.

[Caroline161]

this is what it says

[JimM1]

@Caroline161 There is nothing shown in your posting, straight out the box install, so if OR have reached capacity and that can happen that's it Fibre is not going to be available, what package are you trying to get with sky that may be oversold and reducing may get you connected!

[Caroline161]

Sky offered me the 150 package, they offered me the opportunity so I would hope it's not because they have oversold. It all doesnt make sense. Especially as my 2 neighbours ordered after me and have been connected. I was actually on the phone to Sky when the OR engineer was putting one of the boxes up at my neighbour  My partner asked if they were coming to do us, they didn't say there was no more capacity.

[Caroline161]

I've been with Sky for a couple of years, they call me a VIP customer!!!!!!

[JimM1]

@Caroline161 Why would you think the Engineers would know that fact, sky are not the only OR customer on the connection!

If 30 customers try to order the 1Gb/s that = 30GB/s out off a 2.5Gb/s speed connection, a lot are going to get very unhappy very quickly!

Your status with sky means hee haw, i was 20 years with them and it was goodbye last year as they cannot do maths very well!

[Caroline161]

I live in a small village around 100 houses. Fibre was installed only a few months ago. I would expect that there would be provision for all the houses in the village. I would also expect only a percentage of them would take it up. However what I was asking was if any other Sky customers have experience this happening to them.

[Chrisee]

@Caroline161 we have heard similar issues before but they are often down to an error where Sky or Openreach have made a mistake in identifying the line. Like you I doubt it is an over sold position but it is possible but the database shows orders up to 1Gb/s are acceptable if the distribution point was near capacity that figure would be lower. There could becan issue with the pole serving your address but if its a new service there should be a connection for each property the pole serves.

There are other possible explanations but we are speculating your order needs checking by a Sky team called order recovery I would raise a formal complaint and ask fir an explanation for the repeated cancellations see How to make a Sky complaint | Sky Help | Sky.com

[2muchTV]

@Caroline161 I have not had FTTP cancelled by Sky, but when FTTP first came to my estate, the Sky broadband checker said they could not provide service to my home. Neighbours either side, could get Sky FTTP but not me.

Long story short... I went with another provider.

After about 6 months  Sky broadband checker said I could get FTTP.

Why your FTTP is being cancelled, I do not know, however, there are many other ISPs you could go with: loyalty to Sky and contract issues withstanding.

[Caroline161]

Thanks, I did this yesterday, got the standard response, call our technical team, so ive emailed back setting out exactly what I expect the  to do. I've called their technical team after each cancellation, and they don't have an answer. So ive said you call your technical team, speak directly to OR and come back to me when you have the answers. 

I develop software for a living it's pretty clear this is a probably a software issue that needs a real person to investigate and sort. 

[JimM1]

@Caroline161 Not sure what is going on, but sky offer to VIP Exclusive customers through the deals is for the Full Fibre 100Mbps package unless they have made a change or you are selecting to go faster with a different product! Just had a look on the deals section and the offer at from £21 so it say's. Unless it's something account or website not working correctly. My logon and account does seem ok as the offer for me is only 2 available upgrades!

[deb4949]

Mine keeps getting cancelled, 3 appointments cancelled, Openreach say its not their issue.