New Installation

[Davee1953]

We are sat waiting for our installation. The agreed date to start everything and to get us live was 17th September, that didn't happen because BT Openreach didn't assess the installation needs before sending the engineer.

we tried contacting Sky but as you all know, that has to be the most labourious job for anyone. You ring and following their steps you meet, we are busy at the moment and you will be waiting 20 minutes, Great!!!

we then get a message to say BT will do their work on 4th October and as you can imagine, because I am writing,that didn't happen and we have heard nothing.

so here we are getting towards a month after the initial installation, still waiting, extremely frustrated & being charged by Sky for something we don't have yet!!

anybody else out there with same problem as me?

@Davee1953

[Chrisee]

@Davee1953 it is not an uncommon story Openreach do not survey most jobs before the due date because most are trouble free, you are one of the unfortunate few whose job wasn't straight forward. This happens because what is shown on the database as being available isnt there or simply doesn't work.

I am escalating your post to a Sky team who support the forum by providing support bybprivate chat. However dont grt your hopes up to much as Openreach rarely tell Sky what is going on just give dates for the next update. Look out foran email or message alerting y ou to a chst button appearing on the forum page.

Depending on what needs to be done a specialist team maybe required or permission gained to dig up a road it could literally be anything. You would think Sky could pick up,the phone and talk to the local engineers but they can't as Ofcom rule all vommunication is via Openreach's computerised order system. It would be the same sstory if you were buying the service from any other ISP indeed Sky come out pretty well on customer service. 

[Lisa-P1987]

Thank you for escalating this. We have sent Davee1953 an invite to chat 🙂

[Davee1953]

Another day today, still haven't heard if I am going to get my broadband installed. Was told by Tom who answered my call to Sky, that he guaranteed I would get a call within 24hrs. That didn't happen Tom, so what happens now for a new customer pulling his hair out.

@Davee1953

[Daniel0210]

@Davee1953 

I've moved todays post into your original thread for continuity.

[Daniel0210]

@Davee1953 

Did you ring Sky and talk to an advisor 'Tom' or was this communication as the result of the chat invite that was sent to you? If it was the chat invite then it hasn't been 24 hours yet. 

[Davee1953]

After speaking to Tom from Sky, really good guy, he told me that he could guarantee that BT would contact me within 24hrs after failing to turn up to undertake my new installation.

I said to Tom, you have a better feeling than I did, as I said it wouldn't happen. Well Tom, they didn't call & they still haven't, so I have a half complete sky installation that is no use to me whatsoever & to cap that I am being charged for it!!

There has to be a way that the team from Sky can make my installation happen, SURELY??????

At the moment I am fortunate to still have my Virgin system working, but even that has cost me an extra £140.00, to keep it live.

[Daniel0210]

@Davee1953 

I have merged your latest post into the old thread. There is no need to start new ones. Unfortunately Sky (as the ISP) are Openreach's customer not you and Sky can only tell you updates that OR have told them. I'm not sure that OR will contact you directly other than something like "we are on our way" or similar. 

[Davee1953]

Hello Daniel

While I appreciate your response regarding its down to Openreach, that does not help. 

• OR failed to visit pre-installation date to see what was needed
• Arrived on the 17th Sptember & said they were unable to install on his own & went away
• Made a new date for connection on 4th October, but failed to let us know if they were turning up & failed to turn up on the date
• OR have failed to apologise for not letting us know
• OR have not informed us of any future date 

It must be remembered that we, as the customer, have to organise time off to ensure someone is available for entry. WE HAVE DONE OUR PART, TWICE NOW & FOR NOTHING!!!!

[Davee1953]

Daniel

I waited 24mins for Sky to answer my call, before I got Tom, who was good by the way

[Davee1953]

Chrisee

The difficulty for OR is the fact they have to get up a telegraph pole, 2metres from my house & the fact they only sent one person meant the dreaded H&S come into force!!!

That is the full extent of the OR difficulty, 2-3m of wire from the pole to my house???

[TimmyBGood]

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@Davee1953 wrote:

After speaking to Tom from Sky, really good guy, he told me that he could guarantee that BT would contact me within 24hrs after failing to turn up to undertake my new installation.

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Unfortunately no representative of an ISP can 'guarantee' anything regarding Openreach (not 'BT') and should never claim to do so: for example a large chunk of the Openreach workforce was on strike yesterday and will be again on Monday.

[Davee1953]

Just recieved a message from BT openreach to say they will send an engineer in the morning of the 14th October.

As it was an automated response, I just hope they send 2 engineers so they can get up the telegraph pole!!

[Davee1953]

Thanks TimmyBGood

It's a shame we weren't forewarned of that though, just a little bit of customer liaison goes a long way.

[Addie15]

Update-Advised customer on all available updates. We are closing this chat now, but please reach out if you need further help. Thank you.