Installed new ONT. Fast upgrade. No internet no

[stark80]

Hello everyone. Here's the question: how can I upgrade my tariff as quickly as possible? Background: I wanted to connect to another provider, since their tariffs were lower, but my connection lasted for 6 months and I no longer want to cooperate with them - I would like to stay with Sky. My Internet was connected, as I understand it, via a telephone line and had a tariff of 69 mb/s. Yesterday, Openreach finally installed a new connection for me (ONT) and after the work done, naturally, I now have no Internet. I logged into my account and wanted to upgrade my tariff, but I am offered an engineer's visit in almost 3 weeks to install ONT. And the whole problem is that I already have everything installed! I just want to pay for the new service and use it. There is no button anywhere so that I can indicate that I have everything installed and I do not need an engineer. Since there is no Internet connection, Sky offers me a visit to the engineer. If I indicate in the note for the engineer that the socket was replaced, will he be able to help me with a quick upgrade? P.S.: It's too bad that the company doesn't have live operators that I could contact at least in a chat to solve user problems as quickly as possible. Thank you for your attention.

[Chrisee]

@stark80 Openreach will have installed the ONT in response to an order from an ISP who I assume are not Sky. If you want to return to Sky I suspect you will have to call them and place a new order. The records for the switch on your line from partial fibe to  full fibre should be updated. If there is a change in ISP thst will take around 14 days which is Openreach's normal lead time.

[stark80]

Absolutely right: the order from Openreach was fulfilled by another provider - Fibrely. And now I have a situation where that provider will never remember me, that I can't upgrade Sky quickly. I tried calling different Sky numbers, but I can't solve anything with their robot at all. I can't imagine where else I can call them.

[JimM1]

@stark80 Why don't you just say who is your current broadband with, if you have cancelled that as a factor, and where you think it is all at currently.

[stark80]

That's the thing, I haven't cancelled anything anywhere. I'm still a Sky subscriber and wanted to quickly sign up for a new tariff.

[JimM1]

@stark80 That's not going to happen, you probably have the pending order for the fttc to fttp upgrade and that would have been the time to do it all if it was possible then. Why do you say you have NO Internet!

[Mr+Slant]

You're not a Sky subscriber if Fibrely arranged for the ONT to be installed.

Worth pointing out that Fibrely are a pretty dodgy outfit - trading as a dormant company, not OTS compliant, no ADR. They used to be Origin Broadband Business until they went bust (again) - same shower of cowboys running "Fibrely".

So nothing to do with Sky. I suggest you check what you signed up to as Fibrely have 24 month contracts so if the ONT went in "yesterday" then you've still got another 24 months to go.

[stark80]

You are absolutely right about Fibrely. And I have already regretted 100 times that I contacted them, but it is good that I did not have time to draw up any contract with them. At the moment, I just want to draw up a new tariff as quickly as possible, if it is somehow possible. And the situation is stupid now, since in reality it turns out that at the moment I am not an subscriber to Sky, but I did not think about it. Most likely, I will try to call the repairman and tell him all the nuances, maybe this will solve the problem faster. My assumption is this: the repairman comes to me, sees the installed ONT and simply notes this in the system so that I can be allowed to pay for the new tariff without further calling the repairman.

[Mr+Slant]

None of that will happen and if Fibrely arranged for the ONT install then you have a contract with them.

For a start Fibrely are going to be pursuing you for 40% of the 24 month contract value plus £120.

Next, as they're not OTS compliant (or onboarded) then you won't be able to get another ISP to takeover the fibre circuit without a significant delay - and probably the co-operation of Fibrely.

As they're not part of  the compulsory ADR scheme then you have nowhere to complain to. Your only recourse is legal action.

Its going to take an ISP with better customer support than Sky to sort this out. They won't have a clue where to begin. AAISP (or maybe Aquiss) are about the only ISPs who would probably sort it out without making matters worse.

Good luck.

Edit - I suspect what happened is you moved to Fibrely 6 months ago, they didn't cancel your Sky subscription (as they should have) because they're not OTS compliant and the whole mess started from there.

Edit2 - If its any consolation I know that Ofcom have an open enforcement case against Fibrely as multiple ISPs have complained regarding their OTS non-compliance. Were I still a betting man I wouldn't give odds on how long it'll be before Fibrely go bust. No doubt the same directors will feel the thing the world really needs is yet another shonky ISP run by them.....

[stark80]

So what happens, there is no solution? I paid 30 pounds for Fibreli at the time, and they want more money from me? It is also necessary to take into account that the customers are different, but the contractor is one - Openreach. If, for example, I indicate that I want to upgrade to Sky and wait for the engineer to arrive, who will not have to install anything, but will simply indicate again that ONT is installed. This is some kind of vicious circle then. In any case, thanks for your answer.

[Mr+Slant]

The ONT/fibre circuit will be assigned to Fibrely. Whichever "engineer" (Sky most likely, not Openreach) attends the property won't be able to do anything about that. Sky won't be able to force a change in order that the circuit is assigned to them.

You need to sort this out with Fibrely first as you presumably gave permission for them to have the ONT installed? Its them you have a contract with - and nobody here knows what you signed up to 6 months ago. They have 24 month contracts so (just like Sky) if you cancel that contract mid-term then they want all/some of the money for the rest of the minimum term. You would have agreed to that back then.

[JimM1]

@stark80 When did all this start for you to change over to your new provider, you want to go see if you can get out off that contract asap before you get stuffed with a large bill! 

You cannot afford to sit back and see what happens, OR do provide the infrastucture to connect to that is the Fibre from your home to the exchange, the ONT may even be there's although fitted and installed by your NEW isp that is this Fiberly company.

If you signed up to the New company even though you think you have not, why would they come, install an ONT, stuff up the connection and not even transfer over your existing copper line. 

If your copper landline is all still working, connected to sky and you do have Internet, then GET the NEW one cancelled pretty damn quick, before it get's really messy...

[stark80]

That's the thing, unfortunately now only a new socket is installed, and the old one was deleted. Now I have only this way out: try to place an order for an upgrade in Sky, pay the first installment and wait 3 weeks for an engineer from OpenReach - maybe this way I can re-register. The idea is of course so-so, but I'm sure that regardless of the provider on this socket it should work - the main thing is to somehow assign this ONT to Sky. In general, I think my issue is resolved. Thank you all for your help.