How to resolve delayed fibre installation issue

[Longclough]

I ordered fibre when I received a notification BT Openreach that Fibre was available in my area. Placed an order via Sky and received an installation date of 16/10/24. This was delayed due to need to install ducting to my property which I was aware of the need for, however civils on behalf of Openreach dug up my drive to lay ducting from my property and the property next door to the junction box at the top of the street on 1/11/24. However since laying the ducting no one from Openreach has returned to connect my property or the property next door with fibre.

As part of the civils work another property was also ducted to a junction box, albeit on the opposite side of the street from our junction box. Openreach came  back to this property within a week of it being ducted and it has a working fibre connection. Likewise a number of other properties  close by have since had ducting fitted and Openreach have returned to these properties to complete the works.

I have escalated this with sky however they continue to tell provide this update: "Openreach need to lay the casings which will protect the cables from damage". It seems like something has gone wrong with our install and I am not sure how I can go about resolving this issue?

[Greenfingers001]

Hi there Longclough , 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

[Longclough]

@Greenfingers001  thanks for the response, however this appears to have not got me any nearer to a resolution. It was pushed on "Order Recovery", who spoke to provisioning and there are no updates. They said they would esclate this and get back to at some point this week.

I spoke to an Openreach engineer who was installing fibre to property at the rear of my house and believe his suggestion of "Order with another provider which will trigger Openreach to see what is required to complete your install" is probably the must useful information I have received to resolve this issue

[Longclough]

So this has been escalated to Openreach with a response expected before 8pm yesterday.

Still no update from Sky on this, wondering when an update will be exactly be provided. 

Also how do you actually escalate/complain to someone who can do something to resolve issues?

[Addie15]

Hi there, @Longclough. 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 

[Mr+Flibbles+86]

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Margi7]

I ordered my connection to my new home in Nottingham on July 26th with Zen. BT Openreach kept delaying their ducting  visit after the first engineer came to check what was needed. 

I waited and waited, with BT never arriving, always changing the date, until my family urged me to change provider. My niece then moved me to Sky, on December 18th, but I am still having cancellations, no show, promises if a call that never come, etc. 

It's now nearly SEVEN MONTHS since I first started to get the connection. Why am I ignored for so long? 

It's costing me a fortune since I'm a writer/ publisher, and internet cafés have only a 90 minute slot near me - insufficient for doing much work. I'm so disappointed as well as frustrated. Any advice please?