Key Facts Document for Fibre Broadband

[Enville1]

I have agreed to an engineer  visit to install fibre broadband into the house. The sales advisor gave me an option of listening to the key facts on the phone or having them sent by email. I opted for email but the link doesn't work. I will need to read these before the planned installation date. Any recommendations please?

[TimmyBGood · Accepted solution]

@Enville1 

https://www.sky.com/help/articles/sky-key-facts-terms-and-conditions 

Note that this is largely legalistic boilerplate text rather than much to do with the broadband itself: there's some relevant information about two thirds of the way down though, below all the television stuff.

[JimM1]

@Enville1 You need to read them before an order will be accepted! Also below about an installation video, but it is OR Openreach version, if you need a CF CityFibre one think they have on the CityFibre site!

What to Expect During Your Openreach Full Fibre Installation

Key facts, you may find also in your account My Messages section if sky popped them in there!

[Enville1]

Thanks for your reply. This seems to be a generic Sky contract rather than the Key Facts document for my installation and which I am expected to read and confirm before the work is carried out.  I have tried calling support on 150 without success. 

[TimmyBGood]

@Enville1 

It's a long way down the document:

Sky Broadband - Fibre To The Property

The engineer may need to bring a cable through your home to install a new socket and lay cables from the street to your house so there may be some digging around your property. The engineer will bring a fibreoptic cable through your home and install a new type of socket - an ONT. This will allow your Fibre connection to work. Your ONT will be placed wherever the best connection is available, near a power supply. The work outside the home may be completed during a separate visit.

If you’re renting, make sure you have your landlord’s permission to complete the necessary work.

Your install date is provisional only as we'll need to do some checks at your property before completing the installation. We'll confirm your installation date once these checks are completed.

Engineers may need to perform work outside your home or lay new cables. Don’t worry this is normal and they'll let us know once their checks are complete. At this point we’ll confirm your installation date once these checks are completed.

You (or someone you trust over 18 years old) will need to be present on the day of install to make decisions with your engineer, as we need to install some new kit inside and outside your home.

Your telephone service will be provided via your internet connection. If your broadband or power supply fails you won’t be able to make any calls, including to the emergency services.

Most types of alarms and other services use your phone line. If you have one of these, or you later get one, it’s your responsibility to contact the provider of that service to ensure it will work with internet calls and is compatible. They may charge you for any work they need to complete.

You'll need to plug your phone into your Sky Hub to make calls. Any extension sockets in your home won’t work.

If you experience problems with your service, or your circumstances change you should contact us.

[JimM1]

@Enville1 When did you speak with the call handler regarding this, the object was to open read and accept at that time point, Just checked on my account, and the key facts are sitting in the My Messages and the Documents folder, so yours may be there on your account, have you looked or can you not get to your account?

[Enville1]

I spoke with the advisor this morning. There was nothing in the conversation asking me to read the Key Facts and click a button. We agreed that he would send the Key Facts to my email. This came as a link which doesn't open. I have checked my messages for today and have two.

Confirmation of your Sky Broadband activation date and details

Your Sky Broadband equipment is on its way.

I may be making more of this than is required but I dont like missing reading somenting that is important and it may well be the documents that others have replied to me. The concern is that I had to click on something to agree and I haven't and unable to do so. 

[TimmyBGood]

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@Enville1 wrote:

The concern is that I had to click on something to agree and I haven't and unable to do so. 

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There's no requirement to do so with an order placed by phone: the contact centre person just has to advise you that the Key Facts exist.