Issue with fibre installation

[clumsychaos]

I've arranged to get sky full fibre set up in my home. Initially I was given an set up date of 28th November. This didn't happen as Open reach needed to visit to do some installation work.

Open reach employee visited and marked up the area outside that needed digging up to put down the required fibre. 

Then got a message from Sky saying installation is now scheduled for March 2024!

Today I received a text message saying my order has been cancelled. No reason why and what is going on!

Frustrated to say the least. 

My current contract runs out in March anyway, so may look to use Swish Fibre as they have done their installation in the area already and are a lot cheaper.

[Chrisee]

@clumsychaos if you want to know why it maybe worth putting your full address into this checker DSL Checker

That queries the Openreach database and includes notes on install  method required for a new fibre line.. If you want help in understanding the information post it in the forum including ghe notes under the table but obscure any reference to your address.

If you have access to an Altnet supplier like Swish it sounds likeca sensible idea rather than messing around with Sky/Openreach.

[mormegil]

The text should have contained a link or prompt to visit the app and view the reason for the cancellation?

[clumsychaos]

Thank you. I have put my details in and got the following back, but I don't see any mention of an installation or any work to be carried out:

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback

Threshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date

High Low High Low   

VDSL Range A (Clean) help 74.5 53.6 20 13.9 45.9 Unavailable Available

VDSL Range B (Impacted) help 72.7 48.4 20 12.1 38.6 Unavailable Available

G.fast Range A (Clean) help -- -- -- -- -- Unavailable --

G.fast Range B (Impacted) help -- -- -- -- -- Unavailable --

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process

WBC FTTP Up to 1000 Up to 220 -- Available KCI2 Assure

Other Offerings Availability Date

VDSL Multicast Available

Exchange Product Restrictions Status

FTTP Priority Exchange Y

WLR Withdrawal Y

SOADSL Restriction N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG congested duct.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

[clumsychaos]

Unfortunately not. All it says is I can call them to place a new order. Assuming I would have to start to process over again and likely without the offer I had originally.

[TimmyBGood]

@clumsychaos 

The relevant text is:

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG congested duct.

which just tells you a dig is required.  One possible reason for delay and then cancellation would be that a survey was required, which then established that the total cost would be likely to exceed the budget Openreach allocates to an individual domestic address.

[clumsychaos]

Ok thank you for this information. Wish they would just say this in the first place instead of giving the waffle and then cancelling without giving a reason.

[mormegil]

If there was excess charges it is a different cancellation type and would be a call rather than a text message which is done after openreach have already visited and discussed the costing breakdown

the fact is says can be replaced suggests there has been an error somewhere on the ordering side

replacment of failed orders get the same offers reapplied automatically or manually after completion as the failure was no fault of your own

[Chrisee]

@mormegil sorry I disagree where Openreach determine that the cost or practicality of clearing the duct is outside their parameters on a domestic install it gets cancelled presumably as there is no mechanism to split cost with the end customer if with Sky. We.have seen this reported on a number of occasions. 

Soecialist ISPs may have different processes.

[mormegil]

Openreach do not cancel the order for excess charges, they delay it for two weeks requesting sky arrange payment from the customer which can't happen

it is sky that arrange these cancellations and there haven't been any for the past couple of days

[Chrisee]

@mormegil not sure how you can know what you claim unless you work for Sky. However it is not worth arguing about as the end result for the customer is the same. .