Old Broadband disconnected before fibre fully installed, how can I resolve issue?

[DaveW55]

Day for connection passed, Openreach disconnected old broadband but have not installed ONT.

Sky and Openreach cannot seem to understand the problem despite numerous calls! Cannot speak to Openreach direct!!!

[TimmyBGood]

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@DaveW55 wrote:

Cannot speak to Openreach direct!!!

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Unfortunately that's correct, unless they call you.

Have you had any indication why the ONT installation hasn't happened?

[cookiemonsteruk]

@DaveW55 

You can enter your full postal address below and copy and paste the notes below the table of availability 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[DaveW55]

No . My understanding was that after Openreach completed external work on Friday an engineer would keep their appointment on Monday afternoon to carry out internal works and complete. 
I believe that Openreach mistakenly marked install as complete on Friday as line shows as active but without ONT installed nothing works!

[Highlinder]

@DaveW55  What date was your avtivation date for your broadband. This information is in track orders in my account.

The outside work that Openreach have done should then take off the possible change of the install date of your broadband. That is the inside work to install the ONT, which can be done by Openreach or by a Sky engineer.

[DaveW55]

Activation date from initial order back in September has always been Oct 2nd, however for some reason activation took place on Friday before leaving us without broadband or landline.

[Highlinder]

@DaveW55  So you are still to have the ONT installed? It looks like Openreach in putting it complete Sky thinks they also installed the ONT at the same time.

[DaveW55]

Yes that you and I that can understand the situation. Sadly Sky and Openreach cannot seem to see it as a problem that needs dealing with.

[Laing1]

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@DaveW55 wrote:

Day for connection passed, Openreach disconnected old broadband but have not installed ONT.

Sky and Openreach cannot seem to understand the problem despite numerous calls! Cannot speak to Openreach direct!!!

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@DaveW55 I have escalated this to sky

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The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[DaveW55]

In conclusion, had my chat with Sky, and having been unable to get any solution to my issue I have decided to move to a different supplier. One that does not rely upon a service level agreement with Openreach and hopefully can provide a better level of customer care.

Thanks to those who tried to help on this thread, it's a pity that 23 years as a customer counts for nothing these days.

[Chrisee · Accepted solution]

@DaveW55 assume therefore you have access to a different network in your street such as Virgin Media as or are moving to a mobile service as any ISP using Openreach cables have identical agreements as this a strictly regulated area so no isp has advantages..

What looks to have happened is Openreach messed up and disconnected the copper service too early. Where this has happened in the past it has been effectively impossible to get the old service restored. The customer is due compensation and its an absolute pain but mistakes do get made.

[DaveW55]

@Chrisee spot on my friend. If only Sky were capable of getting a decent service through their SLA with Openreach we would probably have stayed with them.

Sadly each phone call I made to Sky elicited a vague response frequently contradicting previous responses and later proved to be false information leading to a total loss of faith.

[Simmo3]

After a lorry backed into my property and took out the phoneline/broadband connection on 16th September Openreach have been totaly useless in their efforts to fix the line, dispite the kind sky advisor that has been most helpful in his persistance in trying to arrange a visit to fix the issue whilst I have been talking with him about it he has been takling with openreach and trying to get a definitive answer as to when they will be coming to fix the line as they say I need to be there, I cant just stay at home waiting on the offchance that an engineer might just turn up after requesting a call 1 hour before they call and never getting one only to be told after the engineer has been and gone but done nothing, what a shower of ....

perhaps a communications company like openreach need to start talking to their customers rather than hiding behind AI. Sky have been fantastic in their help and perseverance but openreach seriously needs a serious shake up with farming out their work to N.J Quinn who have silly rules and Kelly Communications that turn up but forget to advise customers when they coming, you only find out when you check with them yourself. Perhaps the highest level people in Sky could sort out openreach because it will be reflected in what customers start to think of Sky and its service. I am happy with Sky at the moment because of the advisor that is trying to help and does what he says he will but my situation is still not resolved two and half weeks on. 

[TimmyBGood]

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@Simmo3 wrote:

perhaps a communications company like openreach need to start talking to their customers rather than hiding behind AI. Sky have been fantastic in their help and perseverance but openreach seriously needs a serious shake up with farming out their work to N.J Quinn who have silly rules and Kelly Communications that turn up but forget to advise customers when they coming, you only find out when you check with them yourself. Perhaps the highest level people in Sky could sort out openreach because it will be reflected in what customers start to think of Sky and its service.

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Unfortunately Openreach holds an effective monopoly inherited from the privatisation of British Telecom in the 1980s (and the GPO for a century before then).  'the highest level people in Sky' or any other ISP cannot 'sort out openreach' because there's nowhere else to take their business: industry oversight and holding Openreach to their declared targets is the job of Ofcom.

https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/telecoms-competition-... 

[Simmo3]

Then shouldnt thi be taken up by the monopolise commission as openreach are not providing the service properly because there is no one to push them and help the likes of Sky, I know your hands are tied and are doing your best, If I was to run my company like openreach then I would not have any customers left