I need to book an engineer to check my external cable

[Grenta]

When my fibre cable was installed by BT open reach it was fed through some trees. These trees have grown and have moved the cable with them. This has out tension on the cable and I am concerned that mch more and the cable till start to pull away form my wall and cause damage.
I tried talking to BT and they siad to talk to SKy (my provider) so I did...  the chat bot is not helpful at all but I did somehow manage to get through to a person but when they sent a link to a verification question, I couldn't get back to the chat and I can't work out how I finally got through to a person on the chat intitially.

I just need to get an engineer to come and look at my cable and fix thie before it becomes a real issue.

[TimmyBGood]

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@Grenta wrote:

I just need to get an engineer to come and look at my cable and fix thie before it becomes a real issue.

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 Openreach typically doesn't do preventative maintenance for individual properties: they can barely keep on top of looking after backbone cables serving hundreds or thousands of connections.

[Grenta]

I'm a bit annoyed that they put it through a tree in the first place. Im more annoyed tha the sky chat I finally got through to a human and then it didn't let me back. I just want teo report my problem somewhere before it becomes a real problem

[GD1]

@Grenta  Unless there is a fault there is nothing that Sky can do to report it to Openreach who own the network, as mentioned by @TimmyBGood  OR won't come out just for preventative work at a property.

[Grenta]

So I have to wait for it to pull the cable out of my wall before they will send someone to fix it?

[GD1]

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@Grenta wrote:

So I have to wait for it to pull the cable out of my wall before they will send someone to fix it?

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If the trees are on your property you could employ a specialst to trim the offending branches, otherwise nothing will be done for the resons already stated.

[Grenta]

Frustratingly the trees are my neighbours. I am right between 2 poles and the guy chose the garden with all the trees rather than the clear run for the cable. If i have to wait until it actually does damage then so be it but I want to try whatever I can to contact sky so that they dont try and blame me or anything when it goes wrong - I am not liable for this issue

[TimmyBGood]

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@Grenta wrote:

So I have to wait for it to pull the cable out of my wall before they will send someone to fix it?

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Essentially, yes.  With tens of millions of domestic and commercial connections to support plus a target of 80,000 new FTTP installations every week between now and December 2026 they are already a bit busy...

[Grenta]

That sucks. I have sent them an email just to be sure - noticed that the chat team clocked off at 8 so after I was redirected, of course there was noone there to talk to me anymore

[Grenta]

so i found a "need more help" section on the website - this then gave me a phone numer - Great! That phone number was an automated switchboard which was fair enough - they then sent me a text message which took me straight back to the "help with broadband connectivity issues" page which is where I came from initially!

[JimM1]

@Grenta Just stay quite when it tries to re-direct you to the Forum and hopefully you get queued to a CS to speak with.