OpenReach don’t have the equipment in place to connect broadband and talk

[Number1Bassman]

I ordered a house move with Sky on 10th March 2025 for a moving in date of 25th March. Engineer booked and on the day of 25th nobody turned up. Had a message in my Sky app (and a text message I hadn't seen as was busy with house moving) saying that OpenReach don't currently have the equipment to connect our new house (new to us but built in 1993). I called Sky and was told to wait until today for an update from OpenReach. They've said the same thing but an update will be on 8th April! 

Blinking fuming and can't work from home with no internet (video editor).

I don't understand as my neighbours have quite clearly got a fibre cable going to the little grey box at the front of their houses so why can't we have one? I can't believe OpenReach don't have the required equipment since they've been installing fibre for a few years now.

Any help would be grately appreciated.

Thanks.

[Number1Bassman]

Notes from the search using link from a previous post:

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Handback
Threshold(Mbps) WBC FTTC Availability WBC SOGEA Availability High Low High Low       VDSL Range A (Clean) 44.5 30 8.4 6.3 27.4 Unavailable Exception VDSL Range B (Impacted) 43.8 26.2 8.4 6 20 Unavailable Exception G.fast Range A (Clean) -- -- -- -- -- Unavailable -- G.fast Range B (Impacted) -- -- -- -- -- Unavailable --

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install Process WBC FTTP Up to 1000 Up to 220 -- Available 1 Stage

Other Offerings Availability Date VDSL Multicast Available

Exchange Product Restrictions Status FTTP Priority Exchange Y WLR Withdrawal Y SOADSL Restriction N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

[TimmyBGood]

@Number1Bassman 

The relevant section is

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

[Number1Bassman]

I gotcha, so we can have it we've just got to wait for them to install it eventually?

[Chrisee]

@Number1Bassman essentially you are correct. Underground fibre supplies while neater than overhead supplies are more problematic as they often require extra work. How long it will take is impossible to know keep in touch with Sky to see what they have been told but they have very little limited ability to move things along.

My own underground feed hit issues and took far longer than planned. You should be accumulating compensation for the delay see Customer Auto-Compensation | Sky Help | Sky.com

[jamesn123]

@Number1Bassman 

The information in your check does not suggest any issue, my FTTP install has the same informational message. 

Its possible there are other issues like your local fibre distribution point is full or the exchange has capacity issues.