OpenReach - multiple cancelled appointments. Help needed!

[Ralin]

Hello,

I am a first time (for all my sins) Sky Customer. I opted for the Sky Broadband and TV package. I moved in to my new property on June 24th and had organised an OpenReach engineer to visit on June 27th. I was notified on the day, at the end of my allotted time slot that the engineer was unable to visit and I had to request another appointment.

Due to being unable to get in touch with OpenReach themselves, I had to go through Sky. The next earliest appointment they could provide me was with July 15th (17 days later). Unfortunately, you guessed it, nearing the end of my allotted time slot, OpenReach cancelled this appointment too. This is extremely infuriating, not only because my partner and I require WiFi to work from home some days, it has also meant I have had to book time off work unnecessarily in order to be at home.

Sky customer service has been nothing short of shambolic in terms of 1) attempting to rectify the solution - to which they have been unable to do 2) false promises in terms of calling back with updates 3) each employees providing contrasting information and advice and seemingly saying the exact opposite of the last employee you speak to

So - can anyone please offer any advice or assistance in how you obtain an earlier appointment/ ensure OpenReach actually attend your home and complete the service required? Thank you.

[Chrisee]

@Ralin Openreach can be infuriating but Sky just like any other isp who use the national Openreach network have very little direct control of what Openreach do. I had similar situation myself when my line was switched from copper to full fibre the only consolation is I was paid compensation for the missed  appointments and delays which covered the first 6 months subs see Customer Auto-Compensation | Sky Help | Sky.com

What is probably happening is your job is scheduled for an engineer to do within a time slot. The engineers have multiple jobs in each slot and seem to decide the order themselves where the first job overruns the last job gets dropped. It goes back in the queue and rinse and repeat. Sky have limited ability to escalate jobs where this has happened multiple times and check with them that has happened but you are still in the hands of the local Openreach ops team.