Move master Socket

[kat221]

Anyone any idea when Sky are intending to start moving Master Sockets?  Moved into a house 2 months ago and still being told that Sky aren't sending Engineers out to do this work?  Been through several long extension cables running the length of my house due to puppy chewing them 😞  

[TechmanagerMal]

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@kat221 wrote:

Anyone any idea when Sky are intending to start moving Master Sockets?  Moved into a house 2 months ago and still being told that Sky aren't sending Engineers out to do this work?  Been through several long extension cables running the length of my house due to puppy chewing them 😞  

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• Can you move the router to the master socket rather than the socket to the router?

[kat221]

Unfortunately no we can't move the router as hallway too narrow where original master socket is 😞 

[Lisa-P1987]

It is Openreach who will move it for you, they are currently not entering properties unless it's a fault. We haven't got a timeframe on when they will return to normal call outs for non fault issues. 

[kat221]

Thanks so much for reply 🙂

[TechmanagerMal]

@kat221  "Been through several long extension cables running the length of my house due to puppy chewing them " sound like a fault to me?

[Bernadette18]

Does it have to be Openreach cannot we get someone else seems a bit unfair we are tied to one company to get this work done - so much for open competition 

[Chrisee]

@Bernadette18 Openreach own the network up to the master socket and there are regulations about who can do work on it. Sky's own engineers normally can move master sockets as they have the authority, but as @Lisa-P1987 explained, during the COVID emergency different arrangements are in place and neither company's engineers are doing routine work to protect both you and their staff.. 

Doing the work yourself or getting an electrician to do the work can possibly cause issues later with you being billed. Sorry but you will have to be patient.

[kat221]

Thanks for reply. Looks like patience is a virtue here. We're now back in lockdown where I live so will just have to wait, possibly even longer. Thanks for messaging 🙂 

[TechmanagerMal]

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@kat221 wrote:

Anyone any idea when Sky are intending to start moving Master Sockets?  Moved into a house 2 months ago and still being told that Sky aren't sending Engineers out to do this work?  Been through several long extension cables running the length of my house due to puppy chewing them 😞  

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• Is your router working or has the puppy disconnected it again?

[kat221]

We've got it working again. Just had to tape the training extension up high on the wall thanks

[Mark-Br · Accepted solution]

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@kat221 wrote:

Anyone any idea when Sky are intending to start moving Master Sockets? 

Our contact centre agents are able to schedule 'master socket relocations'. 

Things to consider:

• It’s recommended that the homeowner be present to discuss the location of the socket with the engineer
• Although you'll book a visit with Sky, the work will be completed by an Openreach engineer
• This service is only available if you’re on the Sky Network
• There is a £65 charge to relocate the master socket
• They won’t move extension sockets and cannot guarantee they’ll be able to re-connect the extensions

Any additional info can be discussed with our contact centre agents. 🙂

EDIT: updated post for factual correctness

[kat221]

@Mark-Br  Thanks so much for this advice!  Really appreciated.  Will contact Sky now 😀

[kat221]

@Mark-Br  So I've just called Sky and been advised we cannot get a master socket re-locate as we are on SOGEA.  Absolutely so angry as we were told by the installation engineer that it would be no problem whatsoever to get Sky to relocate master socket at a later date!  The customer serivce person I spoke to told me they can't do the work but they could before the pandemic.  He doesn't know when they can, if ever, come and relocate the master socket.  He has advised me to source a 3rd party to relocate the master socket.  I asked him how would I be covered if anything went wrong with my sky equiment after a 3rd party had relocated the master and he advised my equipment will be covered and not to worry.  Now I have to go and source a 3rd party to move my master socket in a town where have just moved to and do not know anyone.  Arghhhhhh!!!

[TechmanagerMal]

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@Chrisee wrote:

@Bernadette18 Openreach own the network up to the master socket and there are regulations about who can do work on it. Sky's own engineers normally can move master sockets as they have the authority, but as @Lisa-P1987 explained, during the COVID emergency different arrangements are in place and neither company's engineers are doing routine work to protect both you and their staff.. 

Doing the work yourself or getting an electrician to do the work can possibly cause issues later with you being billed. Sorry but you will have to be patient.

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• Have you seen the post from @Mark-Br below - Sky not doing the moves and OR charging?