New customer

[Nettie5]

Hi, I am a new customer waiting to start my sky experience, I have my box and remote and was told I needed openreach to install a box for full fibre then they will send an engineer out. Openreach have installed the box but nothing from sky! I have two weeks before my old contract runs out, I need an engineer but can't get any sense from sky help, can someone help please

[JimM1]

@Nettie5 The box OR installed inside your home, all powered up and green lights on it is that correct?

If you used sky to do ALL the switching process called OTS, then your 2 weeks does NOT run out, the lights stay on for the Broadband until sky say to your old provider OK we got them now, you can end! That's how it is suppossed to work, but oops do happen from time to time!

[Nettie5]

No it is not installed inside, we are waiting for engineer to run the full fibre cable from the box outside to the phone line inside, if that makes sense? 

[JimM1]

@Nettie5 Have a look on your account, my orders or the My Messages, you mat have some updated info there, if not then call to sky to find out where it all stands. Outside done, waiting on the inside for completion and activation!

[Nettie5]

I tried calling them but all I got was a recorded message telling me to go online for help. It's driving me crazy. Going round in circles 

[peter-marlow+1966]

Do you have  these boxes ?

 this is the box open  reach  put outside  the house  the fibre optic cable runs into it from the telegraph pole then runs from here to the box in the house and it looks like  this 

 this is full fibre to the property broadband, this is the optical network terminal  that the hub/router  plugs into, should  have been done on the same  day, my installation was 

[Nettie5]

Yes openreach did install a box outside, it's very similar to the top pic but it's black. Wondering now if they have done it properly 

[JimM1]

@Nettie5 Different boxes, different stock's, different Engineers, it is just an external CSP (customer service point) box for the two Fibre cables to be joined, Engineer decides and what he has in his van at the time.... 

Still does not solve your problem did you see anything in your orders or messages?

[Nettie5]

No, nothing there. Getting stressed out, looks like I just have to wait and see if anyone turns up, luckily I'm at home 

[JimM1]

@Nettie5 The norm is as you get close to your activation date, text is sent to your mobile or even potential e-mail, from SKY or OR whoever is doing the final part of your 2 stage install, we are coming to complete please respond or change by replying to the message etc, normal is like confirm if you are still ok to go as an example, then everything falls into place, but sometimes Engineers get a job which delay's them and that is a knock on effect which there is NO control over...HTH👍 

[Nettie5]

Thank you so much for your help. I feel a bit better about it all now, I will wait for the message, at least I will be here at short notice. 

Thank you