Openreach Broadband installation delay

[BCollier96]

I HAVE BEEN WAITING FOR BROADBAND INSTALLATION FOR 4 MONTHS!

I bought my first house on 25th July 2024. I informed Sky using the 'moving home' form that I would be moving out of my rented flat on 30th July 2024 and that I needed Sky broadband installed at my new address. I had been a Sky broadband customer for a year prior to this.

It is now November and I still do not have broadband installed at my new address. I have received several provisional dates and engineer visits.
Currently, the internal work is done and Sky have informed me that Openreach need to dig the pavement in the road to replace/connect wires. Openreach sent letters to my two adjacent neighbours who gave permission for the work to be complete. Apparently Openreach were still waiting for a '3rd party' to give permission however I do not know who that is. I have contacted my local council to see if it is them but they have not responsed to my query.

Openreach have cancelled at least two orders since July which is prolonging the installation.

Is there anything that can be done to get this sorted? Ombudsman? Complaint? I HAVE BEEN WITHOUT WIFI FOR 4 MONTHS.

[TimmyBGood]

@BCollier96 

Openreach has statutory rights to dig, but a pavement excavation would typically require notification to and acknowledgement from the local authority plus any utility company (power, water and gas) with infrastructure present.

[Chrisee]

@BCollier96 Openreach can be frustrating but they should not share details of exactly who they are waiting for with their customer who is Sky let alone you. The LA permit process can take a long while especially when other utility companies have services that can be affected. There is no independent third party you can appeal to unfortunately but you are free to cancel your contract at no cost with Sky at anytime up to 31 days after the sevice goes live. You can raise a complaintvwith Sky but that is very unlikely to make a difference.

The only positive is you should be building up significant compensation for late provisioning see Customer Auto-Compensation | Sky Help | Sky.com My own fibre install took over 2 months longer than planned which would have taken longer if Openreach had not still had permission to dig up the road as the ducting was only recently laid.