Open reach didn’t turn up?

[Rockyv1]

Had them booked in yesterday to upgrade to Fibre. Had a message at 4.40 that they were working on it but may be at the box. Nobody turned up at my house and when checked later it said they were unable to complete - contact the provider. I am pretty sure that they just didn't bother. What are my next steps as tried calling Sky this morning but could not get through? Will Sky spot that I am not set up? Worried they will switch off my existing broadband

[cookiemonsteruk]

@Rockyv1 

Were you upgrading from sky essentials to superfast or superfast to ultrafast?

[TechmanagerMal]

---

@Rockyv1 wrote:

Had them booked in yesterday to upgrade to Fibre. Had a message at 4.40 that they were working on it but may be at the box. Nobody turned up at my house and when checked later it said they were unable to complete - contact the provider. I am pretty sure that they just didn't bother. What are my next steps as tried calling Sky this morning but could not get through? Will Sky spot that I am not set up? Worried they will switch off my existing broadband

---

• You need to persevere with Sky Support, this should help - When you call you will be asked if the call is to do with mobile say "No"
  You will then be asked the nature of the call say " Technical "
  You will be offered a text to the number you are calling on, say "Yes" and a text will be sent DO NOT hang up when it says to do so.
  It will then ask "do you wish to hang up" say " No" you will then be put in the queue for an advisor.
• Best times are early morning and late evening, but do it sooner rather than wait for them to act.

[Rockyv1]

To Superfast from normal broadband

[cookiemonsteruk]

@Rockyv1 

You will need to call sky on 150 from your sky  landline or
zero three three three seven five nine one zero one eight from any other phone to make enquiries and get an update.  Your existing service should not otherwise be disconnected until the new one is installed

[Rockyv1]

Thanks all - managed to get through. Apparently open reach called me and rang the bell - I was in all day. They have photo evidence apparently but it's not been uploaded to the system which tells me all I need to know. A dedicated Sky team will be in touch with me shortly to rebook but got confirmation that my existing broadband will not be turned off