How to find out if Openreach team are coming out!?

[Hamiltis]

Hi

We moved into our new property last week and Sky/openreach came out to install broadband and TV.  Unfortunately there was an issue and openreach said they'd escalated to another team to install a new line to the property. The guys were great and did all the necessary work inside the property but i've got no idea if/when the other team will be coming out to finish the install.  I have two teens who need broadband for their school work and I need to be able to work remotely.  Unfortunately I have no contact details for openreach to try and get answers! 

Any help would be much appreciated.

[Chrisee]

@Hamiltis you cannot contact Openreach yourself the communication goes via Skype so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Hamiltis]

Awesome - thank you!

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

[Hamiltis]

Morning

Any chance someone could escalate for me again. Still no sign of openreach, no communication, from anyone and Sky are still taking payments. 

Many thanks

[Hamiltis]

Hi

I'm re-posting as i've still had no contact from Sky, nothing from openreach and no broadband!!

Any help would be much appreciated!

We moved into our new property last week and Sky/openreach came out to install broadband and TV.  Unfortunately there was an issue and openreach said they'd escalated to another team to install a new line to the property. The guys were great and did all the necessary work inside the property but i've got no idea if/when the other team will be coming out to finish the install.  I have two teens who need broadband for their school work and I need to be able to work remotely.  Unfortunately I have no contact details for openreach to try and get answers! 

Any help would be much appreciated.

[Lisa-P1987]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Hamiltis]

Re-posting again! 3 weeks on and still absolutely no further forward. Sky are not interested and very rude when I ask for an update! Sky are taking my money for services they cant supply and nobody can tell me if/when broadband will be installed.  I've never experienced such awful customer services from any company!

Original Post 

We moved into our new property last week and Sky/openreach came out to install broadband and TV.  Unfortunately there was an issue and openreach said they'd escalated to another team to install a new line to the property. The guys were great and did all the necessary work inside the property but i've got no idea if/when the other team will be coming out to finish the install.  I have two teens who need broadband for their school work and I need to be able to work remotely.  Unfortunately I have no contact details for openreach to try and get answers! 

Any help would be much appreciated.

[Daniel0210]

@Hamiltis 

I have moved todays post into your original thread so it gives some history to your issue.

What was the result of the recent escalation to the Messaging Team?

[Hamiltis]

Hi.

Unfortunately there hasnt been any outcome. I was supposed to receive an update today and have heard nothing. Every week, i'm told another update in 7 days but each time I receive an update, that update just says i'll get another update. Its all incredibly frustrating.

[Hamiltis]

Update received today - 'Your broadband is delayed, we'll update you again on 24/02/25. No need to call'.

Sky not interested and unwilling to help escalate or confirm I can be released from my contract without fees 😞

[Chrisee]

@Hamiltis you can cancel without cost to you upto 31 days after the service is installed. You are waiting on Openreach not Sky so swapping to another provider who uses Openreach will slow things down. 

[Hamiltis]

Unfortunately we are mid-contract as this was a house move so I need Sky to confirm I can cancel without penalty.

We can switch to Virgin as they have a cable to the house. The issue with Sky is the 0.25 ft of cable which has been removed from between our front wall and the cable hub on the path. Another openreach team did the work between our house and the front path over 3 weeks ago.  Neither Sky nor Openreach have offered any timescale/solution/assistance, they just keep telling me i'll be update in a week or 10 days!

[Hamiltis]

Morning.

We're now 4 weeks on, no contact from Sky or Openreach and whenever I try to speak to Sky they tell me there's nothing they can do, its all Openreach and I have to wait. 

Has anyone else been in this position and got it resolved? 

Thanks