No broadband after after failed ffttp visit

[MDJ2]

We have been waiting for ffttp to be installed by Openreach. They have now unblocked the duct,  but not installed cable or connected a new box in the house. We received an email from sky saying welcome to your new service, and they switched off the existing normal broadband. Openreach also text an install date of 19th March. Sky customer services tell me the new service is shown as activated, which it can't be and wont reinstate my old broadband nor will they change the install date for openreach. As a homework im stuck and I can't get sky to understand my predicament. Can anybody help me to resolve this with sky?

[JimM1]

@MDJ2 Sky must have activated the service against some ONT device as that is what is required to be done, would check your landline number dialing it to see if anyone picks up the line, it may not if the landline is not being used as happens very tricky one if sky say's they already have an active connection against you?

Your original failure one assumes is because OR could not get you connected up because the fibre cable would not snake up the duct? So did a civils team come out later to get through at that point?

[MDJ2]

Thanks. We definitely don't have an ont installed in the house and we don't have a landlines to test.

Yes, openreach sent a civil team to clear a blockage, which they did, but also confirmed they wouldn't pull a cable through. 

[JimM1]

@MDJ2 Do you have a mobile to call your old number, did you even use a landline before if not then irrelevant because you never used but one will be assigned to your account? Civils teams do sometimes pull back a Fibre but if they did find the duct blockage easy to clear then they do prefer to leave alone for the Installation team to do it all!

You won't get the install done until the confirmed time in march you posted earlier from OR that's the way that they work....

[Chrisee]

@MDJ2 it sounds like Openreach incorrectly indicated the install was complete and also cut the partial fibre service. Clearly this should not have happened however once cut it is almost impossible to get the service re-instated. Sky are like yourself somewhat of a spectator in this process but it is posdible they got their lines crossed somewhere but that is less likely and still wont get you a service quicker

I am escalating your postvto the Sky team who support the forum in the slight hope they can do something other than apologise. You should becdue compensation for the delsy as explained here Customer Auto-Compensation | Sky Help | Sky.com.

This link explains the escalation process My Post Has Been Escalated – What Happens Next on Sky Community

[LJB-C]

Thanks for escalating this. We’ve sent an invite to chat.

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