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Discussion topic: Install delayed by openreach yet TV is still on scheme?

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This message was authored by townfool This message was authored by: townfool

Install delayed by openreach yet TV is still on scheme?

So when I booked my install a couple of weeks ago. There was a dependancy between the BB and TV installs that needed to be 24 apart. (The UX here needs work as the day boxes just showed red with zero explanation as to why but that's a different conversation). Fast forward to end of last week to be informed there was a delay with open reach on the BB, fine get these things happen. However I've now been informed by text that the engineer will still be on schedule for my TV install. So either the dependancy on the BB & TV isnt important ro the down stream systems are not fit for purpose in handling delays in one affecting another? 

 

Not about to sit in a phone queue to get their left and and right hand talking to each other. 

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This message was authored by GD1 This message was authored by: GD1

Re: Install delayed by openreach yet TV is still on scheme?

Posted by a Superuser, not a Sky employee. Find out more

@townfool  If it is Sky Q you re getting installed then all LIVE TV channels come via satellite, any ondemand/apps won't work without broadband though.

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Install delayed by openreach yet TV is still on scheme?

Posted by a Superuser, not a Sky employee. Find out more

@townfool 

Sky television installers prefer broadband to be in place before they arrive because this means they can confirm everything works before leaving.  As @GD1 indicated, live television does not require internet connection, but Mini box setup depends on a router being available for IP address allocation by DHCP.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
townfool
Topic Author
This message was authored by townfool This message was authored by: townfool

Re: Install delayed by openreach yet TV is still on scheme?

Thanks for the responses here guys. I totally understand the tech involved here, deeply infact. 

 

The original post was as much me giving a sky rep a chance to respond to the disjointed experience so far. And to save them a journey if there was something very specific in the traffic routing that required the box to be connected to sky's network, although I can really envisage what that might be.

 

I'm now a little concern however, that as my services move to sky from BT, my BB service will end and I will be left in limbo. I actually care very little for the TV service. The BB being down for anything more than a couple of hours however will be a totally unacceptable situation to be put in.

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Install delayed by openreach yet TV is still on scheme?

Posted by a Superuser, not a Sky employee. Find out more

@townfool wrote:

 

The original post was as much me giving a sky rep a chance to respond to the disjointed experience so far.

 

They won't do that here.

 

 The BB being down for anything more than a couple of hours however will be a totally unacceptable situation to be put in.

 

Unfortunately no domestic ISP will give any guarantee like that: given current Openreach support hours, anything up to five days of outage could still meet their targets (fault reported by a subscriber Friday morning before a bank holiday weekend).


 

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Install delayed by openreach yet TV is still on scheme?

Posted by a Superuser, not a Sky employee. Find out more

@townfool wrote:

 And to save them a journey if there was something very specific in the traffic routing that required the box to be connected to sky's network, although I can really envisage what that might be.

 


Q installation is activated online, but installers can typically do this using their own cellular data signal.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
townfool
Topic Author
This message was authored by townfool This message was authored by: townfool

Re: Install delayed by openreach yet TV is still on scheme?

They won't do that here. 

 

👍

 

Re: Down time 

 

Sorry should have provided more context to my newly discovered situation. In this situation the move is from FTTC to FTTP. I have a planned switchover date of the 19th. Yet I've had notification that there's a delay and they will provide an update on 22nd. So at this point my new service won't have started or be part off any SLA. My existing FTTC is working fine but if this ends on the switchover date of the 19th for no technical reason that would be unacceptable.

 

I would rather delay or cancel the whole contract and try again in a few weeks/months when they have ironed out the wrinkles causing this delay.

 

 

 

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Install delayed by openreach yet TV is still on scheme?

Posted by a Superuser, not a Sky employee. Find out more

@townfool 

 

If you enter your full postal address below and post the notes below the table it may at least give us an idea of what the delay is

 

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

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

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townfool
Topic Author
This message was authored by townfool This message was authored by: townfool

Re: Install delayed by openreach yet TV is still on scheme?

@cookiemonsteruk 

thanks for this suggestion, sadly it's either down or doesn't like my details.

 

I fill in my details and hit submit. I get the spinner for a few seconds then straight back to the form with zero state change.

 

 

This message was authored by GD1 This message was authored by: GD1

Re: Install delayed by openreach yet TV is still on scheme?

Posted by a Superuser, not a Sky employee. Find out more

@townfool  Works fine for me.

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

townfool
Topic Author
This message was authored by townfool This message was authored by: townfool

Re: Install delayed by openreach yet TV is still on scheme?

@GD1 @cookiemonsteruk 

 

The message I received from sky stated:

Openreach have told us your order is currently delayed due to a problem with their system which automates certain parts of orders.

 

It's entirely possible both issues are data related.

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Install delayed by openreach yet TV is still on scheme?

Posted by a Superuser, not a Sky employee. Find out more

@townfool wrote:

 My existing FTTC is working fine but if this ends on the switchover date of the 19th for no technical reason that would be unacceptable.


Unfortunately FTTP installation is entirely dependent on Openreach personnel and resource availability, and as such is very vulnerable to delay, particularly at the moment.  Your FTTC shouldn't discontinue before FTTP is live, but there's always the possibility of something messing up.

 

https://www.bbc.com/news/business-62184802 

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by Thangadurai This message was authored by: Thangadurai

Re: Install delayed by openreach yet TV is still on scheme?

Hi there I would like to change the date .to connected sky broadband. Different date 21/07/22 on Thursday please.  (Th date engineer call on Wednesday which no on at home) my apology .

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Install delayed by openreach yet TV is still on scheme?

Posted by a Superuser, not a Sky employee. Find out more

@Thangadurai 

This mainly a customer to customer based forum and you are not talking to Sky. If you need to change an install date you'll need to call Sky.

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
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