Ooenreach ONT missing!

[AngrySteve]

Is there any possible chance, some time before I die of actually speaking to a human being? My sky broadband goes active today but I don't have an openreach ONT so can't actually connect my router to my fibre line! Every chat bot I speak to says it doesn't understand what I am trying to tell it and there's no such thing as a phone call anymore! On the verge of cancelling and giving up all together!

[AndrewR74]

Don't worry about it.... Openreach turned up yesterday for me, disconnected our broadband, tested the line, detected an ONT and without checking the house, which did not have any fibre installed at all, left, so we now have no internet, phoneline or tv! Very smart these people!

[AngrySteve]

So.... any idea how I get the parts that I need? Sky apparently don't have a phone number anymore just chat bits that don't answer my question!

[Chrisee]

@AngrySteve a two second online search would find a number for Sky's customer services just use numbers starting 03 to avoid rip off call forwarding services. Forum software prevents posting of phone numbers.

If you have a remote activation of a full fibre service that will.fail but check it is indeed a full fibre service as not all addresses have access to full fibre so ge t new services via the old copper phone line. If a previous resident has pinched the ONT which happens Openreach will arrange to fit a new one but wont accept an order from Sky until after the activation fails so call Sky tomorrow as that is the fiast day they can arrange to get the replacement its no good getting angry its just how the system works.

If its a new line and an engineer is coming they bring the ONT.

[AngrySteve]

It took me a lot longer than 2 seconds to finally find a number to call them, I am finally on hold to them currently. Openreach sent me a text over a week ago with a link to an image to check if i had the right equipment to which I replied that I didnt. They said an engineer will be in touch which nobody has, so I am paying for a service I am not receiving. There doesn't seem to be contacted number for openreach easily available either so I think I'm well within my rights to be angry! If my broadband is supposed to be active today then it should be, it shouldn't be a case of "that's just how the system works" if I was a day late paying my bill would everything be hunky dory and passed off as just that's how the system works? I very much doubt it!

[Chrisee]

@AngrySteve as you wish but getting angry never helps especially when dealing with large companies. If the install is delayed compensation can become due Customer Auto-Compensation | Sky Help | Sky.com

[JimM1]

@AngrySteve I replied to you on the other post that you used!

[JimM1]

@AndrewR74 Do you need any specific help or advice regarding all that has happened, or just letting us all know?

[AndrewR74]

Hi, I'm just waiting for Openreach to do something... preferably in the house this time? I think this should be a default action for installs, obviously a remote test didn't give the correct information?

[JimM1]

@AndrewR74 That may be correct, sister had the same but she had switched the ONT off as was not using, just caused a 21 day delay in getting the OR Engineer to come switch it on, duh!

[TimmyBGood]

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@AngrySteve wrote:

Openreach sent me a text over a week ago with a link to an image to check if i had the right equipment to which I replied that I didnt. They said an engineer will be in touch which nobody has, so I am paying for a service I am not receiving.

It appears that process just doesn't work as it's presumably meant to, and at the moment there's no particularly good solution.

There doesn't seem to be contacted number for openreach easily available either so I think I'm well within my rights to be angry!

Openreach isn't designed to be a public facing company: its customers are the ISPs.

If my broadband is supposed to be active today then it should be, it shouldn't be a case of "that's just how the system works" if I was a day late paying my bill would everything be hunky dory and passed off as just that's how the system works? I very much doubt it!

Actually there's ten days grace period built into the billing cycle.

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