No broadband for almost 5 weeks due to a cable issue outside

[JenR1]

It's coming up to 5 wks where we and our neighbours have been without broadband. This is due to a cable (or cables) issue which is connected to the main tower outside (sorry, not familiar of the technical name of said tower). 

We were initially told that it was when sky connected cables which interferred with Open Reach, who in turn had said (to a neighbour) it was vice versa. They had to wait for scaffold tower to arrive prior to getting up there. However, sky engineers turned up but Open Reach did not. Following week, they both showed up but didn't have the correct scaffold height in place therefore was not safe. Now waiting on a further scaffold! We haven't been receiving any updates, confirmed explanations or answers. In fact, we received a text to say the problem had been resolved which was b bizarre.

Everyone we have spoken to (every week) has been telling us something different. Sky & OR do not appear to be communicating. The last 2 calls, I've liaised with a v helpful sky customer services op, although, he can only go on info he is being provided with by open reach which so far has been, (last week) they are coming on Thursday and aim to have the issue fixed by the Monday. Did not turn up. Following call, (Monday) they are due to arrive Wednesday (1st May) .. guess what? No one arrived. I'm expecting a call today which I'm guessing I will be told that they are arriving tomorrow or something. It's honestly an absolute joke. 

[peter-marlow+1966 · Accepted solution]

Sky use open reach  phone  lines  they don't  have there own lines so not sure why you was told that, when I had my sky gigafast broadband  installed  it was an open reach engineer  who installed  it, I have never seen any sky engineers  working  on installing  telephone  lines, or fibre optic  lines 

[Highlinder]

@peter-marlow+1966  When I got my initial install of my ONT it was done by a Sky engineer. The works outside was done by an Openreach engineer. Sky are training their own engineers as the work changing from doing FTTC to FTTP will begin to ramp up as the change over happens in different parts of the UK.

[JenR1]

Thanks for your response. We are all being told different things unfortunately.  Sky were here the first visit when OR didn't arrive, I wonder if they were also told it was Sky? Can't think of any other reason they would be on site on 2 occasions? I did get my follow up phone call earlier and was told OR has informed them they will be here tomorrow...not confident this will happen..but miracles do happen..

[peter-marlow+1966]

The sky engineer  who visited  you fist would come to see if the problem  was with their  equipment  I think, but if it's  a line problem  then they would report it to open reach, for thier engineer  to come out and sort it out, all sky broadband  uses  open reach  lines 

[TimmyBGood]

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@Highlinder wrote:

@peter-marlow+1966   Sky are training their own engineers as the work changing from doing FTTC to FTTP will begin to ramp up as the change over happens in different parts of the UK.

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Fibre-trained Sky installers will only be carrying out CSP to ONT work: they still won't be touching Openreach poles, ducts or cabling.

The training is largely in fusion-splicing the optical pigtail onto the end of one of the four Openreach drop cable strands.

[JenR1]

Thanks again for your response. Although that makes total sense, I'm also basically venting (and seeing if anyone else had anything similar happen; what the outcome was etc) considering the amount of times we've been told by both Sky & OR different things, and how long it's taken to fix. I get that the customer advisors can only tell us what info they are provided,  but I just don't understand why there was no urgency, no updates. These days a lot of people rely on broadband for a number of different reasons. It's not good.

[Highlinder]

@peter-marlow+1966  Can you please @ the person you are talking to as it is hard to follow who your posts are directed to.