Not a great start !

[Jacko46]

Hello, switched from another provider due to extortionate price increase. The app was good, tracking order was good - broadband installation date of Friday 3rd - engineer came, faulty wire so redid then couldn't connect the broadband said it was a problem with the build, he had  never seen it happen in his five years. Left with no internet or tv said would be 24 hours to fix, maybe come on at 10pm.  Explained this to husband he said doesn't sound quite right give them a ring.    I called and the operator basically said to go back to old provider as it would be an easier fix.  Wouldn't be 24 hours could possibly be Monday and it's an issue with open reach. Green light flashing. He said it happens often and unfortunately it can take a while to fix. Said someone would call me back, they haven't and the direct debit has been taken for TV I can't use. Been a painful weekend with a teenager and younger one with no TV and internet; yes I know there are worse things. The wire was cut under the house for old services when this was installed - the switch hadn't taken place so still got a large payment with old provider, a new DD with sky that has been taken and have no services. Hopefully will have some answers tommorow but I am not feeling great about this switch - this happened to anyone else and how long did it take to solve ? Thank you 

[TimmyBGood]

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@Jacko46 wrote:

this happened to anyone else and how long did it take to solve ? 

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Openreach is carrying out 80,000+ new FTTP installations every week, so it's inevitable that some run into problems: if the legacy copper circuit is cut during the job then that's an additional complication.  Unfortunately the automated payments will still go out because billing is effectively separate from service: the automatic compensation for delayed provisioning will apply once the service is live.

[Jacko46]

Thank you for reply; maybe if demand is outweighing supply they may need to look into that. I appreciate problems occur however the communication around said issues need to be improved. Trying to find someone to actually speak to was a hassle in itself,  I was told I won't be compensated as live couldn't be actioned on agreed date because of a build issue, then maybe a open reach issue,  I also will take from this that I won't have any further installations/works done on a Friday when they don't support/work on weekends. I have asked for a complaints manager to call me tommorow due to no one ringing me back Friday and they don't work weekends. Thanks again 

[2muchTV]

@Jacko46 I sympathise but stuff like this happens, whoever you choose as your ISP.

My neighbour's broadband (EE Openreach) was cut off for a few days when an alt-net ISP was laying cables and cut through  his 😲

Work around suggestions:

internet: hotspot off a mobile(s). You can get online with no contract payg data esims within an hour if you can get a decent signal.

TV- use an aerial or sky dish if already installed.  Depending on your TV you might need to purchase a Freeview (aerial) or Freesat (sky dish) box

[Jacko46]

Thank you unfortunately don't have TV ariel, or sky dish. It's annoying  as the only reason leaving provider was due to costs, it increased by 80 per month and got a blue light deal to change with signifcant savings so thought why not - I have someone coming today to see if the wire can be put back on under house as it was cut so they should be able to get it back up and running so I have Tv and internet until this situation is resolved. Don't think it will be a quick process after speaking to sky customer service agent who basically told me to go back to my provider.  Don't have much data with mobile phones.  Need to work from home tommorow.  I am not connecting my puck until the internet is sorted, frustrating as I'm now paying for two services which isn't cheap.  Sky TV and Virgin for TV and internet.  I'm more frustrated that I've had to come onto a forum and have kind people such as yourself advise than the company who are supposed to be providing a service.   I am aware these things happen however  it's when they do happen that communication should be key not just left with no services and told wrong information. 

[TimmyBGood]

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@Jacko46 wrote:

maybe if demand is outweighing supply they may need to look into that.

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The target deadline for the end of the commercial phase of the national rollout is 

now only six months away.

[2muchTV]

I genuinelly sympathise with your plight... but Sky and any other ISP are dependent on the third party engineers of either Openreach or Cityfibre, this is not in the hands of Sky except to communicate with Openreach or Cityfibre.

VM owns its own infrastructure, hence Sky's suggestion of going back to them. 

If you have a mobile that is either dual physical sim or can take esims, I would say join a MVNO on a 30 day data plan as they will likely be cheapest and get you through the next few days till you are connected. e.g. Smarty (Three), 1p mobile (EE) or Lebara (Vodafone), Giffgaff (o2). 

For myself, the company that cut through my neighbour's Openreach cable have recently started service at £15 pm on 30 day contracts. I'm currently using this service alongside my current Openreach contract which ends in November. I would have suggested joining Sky with a month or 2 overlap so you could have some sort of broadband backup/ redundancy.

Best of luck

[Jacko46]

@2muchTV  Thank you for your sympathies. I did place the order with sky at the start of May and had to pay a 39 ERC to virgin because it was prior to my 30 days notice. 

I hope it's sorted soon however after reading many comments it seems it's rarely a quick fix.  

it's the financial aspect that is concerning; as I not have a 51 pound TV bill taken already; 152 Virgin media payment on the 8th  until sky have activated my broadband.  If it's not sorted Virgin goes up to 171 a month so will be paying 225 for the same same Tv and internet I have been enjoying before the switch - I am having to go into work tommorow instead of work from home day which some people may think it's no big deal however the extended commute just adds to frustration - thanks again.