New Sky Customer with install concerns

[Zenith68]

I have just ordered Sky full fibre 900 package online. However I recieved a text saying that a cityfibre engineer will be coming out to do the work. I am concerned because I want my connection to come from the openreach telephone pole at the rear of my house as several of my neighbours have. But am concerned that they cityfibre engineer will attempt to connect me from the cityfibre network on the street at the front of my property.

Will the cityfibre engineer do the connection from the telephone pole at the rear or can only openrach engineers do this ?

[JimM1]

@Zenith68 If you are in a CF CityFibre area then sky has decided that is what you will get, if CF are up the pole then yes, if not then it may be an underground feed to your home from the CF point which in your case is the Front off the home so no choice!

You will not be getting an OR Openreach FF Full Fibre connection with sky!

Edit:- OR Openreach FF500 connected myself, so no idea what or how good the CF CityFibre side is, been a few issues but quite now for a while so looks like a lot off the Gremlins are sorted out connections wise, and you will be on a symmetrical feed with them so 900/900Mb/s or there abouts at least your uploads will be a lot quicker if that is a factor in your usage.

[Deb3000]

Be warned.  Sky are a pain in the a*** with this.  I contacted them six months ago.  Made it clear Openreach had to do the install as, while CityFibre is viable on paper, I know there will be a problem with CityFibre digging up a communal drive.

Who turns up?  Yes, you guessed it.  CityFibre. who promptly inform me they can't proceed because they haven't got the wayleaves to dig up the drive.

Result...while I still have Sky TV, Sky lost my broadband business and I went with BT.

No, while CityFibre engineers can share Openreach ducts, they cannot connect to Openreach's network.

[JimM1]

@Deb3000 Do you know if CF CityFibre are allowed up the poles in the OR Infrastructure, aware VM get to stick there gear up but not sure how CF do it/or are allowed to at all!

[Deb3000]

I know they have a PIA in place for the ducts.  It's just that here, when the orginal infrastructure was built in the road, it wasn't positioned where it could connect to OR's footbox.

I would expect that under the same PIA agreement they can use the poles, but I don't really know, to be honest.

What they definitely will not be able to do, of course, is connect to OR's network.

[JimM1]

@Deb3000 Mexican standoff if there were to even attempt that, OR dancing around the pole.....

[Zenith68]

So what are my options what will happen to my current connection with vodafone if on  the date of the installation I find out the cityfibre engineer can only connect me from the front street because that will not be acceptable. Perhaps I should just cancel the sky order and go with BT.. thoughts ?

[JimM1]

@Zenith68 If the CF cable infrastructure is at the front on a ground toby box, then that is were it is going to come from there is no choice, they will finish the run up to the front off the home and come in that way, the vodafone connection stay's up and working on the old copper until the CF is completely working, CF tell sky ok were done, connection is live, sky tells voda to shut down and then sky takes over the connection. Would be the same if you upgraded on vodafone, they have the choice off both as well but not sure which way they would switch you so could be either off! BT/EE for sure then OR Fibre off the pole!

[Zenith68]

At least two of my neighbours are with sky and both have their connections coming from the telephone pole at the rear of my property. This what I wanted and this is waht I assumed would happen. I do not want to be connected from the street as this will involve too much hassle to my property.

Are you saying  that Sky will not connnect me to the telephone pole and I should just cancel the order and go with BT who will connect me to the telephone pole ?

[JimM1]

@Zenith68 Go ask your neighbours if sky connected them on the OR connection or not and if they are FF or copper, CF is only about the last six months or so and if CF is there that is how they roll now.... Have a look on your confirmation off the order there will be figures quoted ie 900/120 would be OR based, 900/900 is CF for sure! The email will have this heading ""Your Broadband Contract Summary and Information""

My pole currently OR Fibre / VM Fibre and the old copper with some homes still on that, 5 off the eight are Fibre 3 on OR, 2 on VM, and the others yet to go when they are ready!

[Zenith68]

I talked to both neighbours this afternoon before i plced the order. They are both on the full fibre one of them had the installation done about 3 months ago the other over a year neither knew for sure if it was an openreach engineer or a cityfibre engineer.

Seriiously though why is this so hard for them to explain in their ordering process they know I can recieve FF from both openreach and cityfibre networks but they cant say which network they will connect me to or better still give me the choice and send out the appropriate engineer.

[JimM1]

@Zenith68 That's sky's business decision, they make the rules for all you know the OR could be sold out on the pole! You could ask sky to clarify it all for you to which one for sure, and if you know who and were CF are connected as well, they may be up the pole i have know way off knowing that! 

[Zenith68]

I appreciate all the help JimM1 but after checking the website for potential fullfibre speeds based on my postcode the upload speed is rated at between 787 - 947mbs so I guess they intend connecting me to the street at the front. You wouldnt happen to know the best phone number to contact them on to either try and get an openreach connection or to cancel the order if necessary.

[GD1]

@Zenith68  As there is a CF network to your home you won't be connected to the OR pole, Sky have made the decision to use CF service where available as they can offer much higher speeds than OR.

To cancel you'll need to call Sky, these are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

[JimM1]

@Zenith68 The specific number to call is in the e-mail with the heading posted up earlier, it's in the section right to cancel but the Forum is not allowed to put up numbers to call!