Openreach can’t activate broadband

[RF50]

Sky and openreach keep passing the blame between each other. 

Broadband supposed to be turned on on the 16th. No activation. Sky/ openreach don't know why.  No communication and now have to wait 3 days before they can follow up? 

Bonkers that this is acceptable for a £60+ service, especially now we are dependent on it for working from home. 

[TimmyBGood]

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@RF50 wrote:

Bonkers that this is acceptable for a £60+ service, especially now we are dependent on it for working from home. 

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Unfortunately 'working from home' doesn't transform a domestic broadband subscription into a business grade service, and makes no difference to the activation process: there's essentially no weekend working by Openreach on such provision, for example, because the profit margin for the ISP on domestic accounts doesn't cover the additional cost they would incur.

[RF50]

Still waiting for activaiton (9 days late). Another pointless update to come on Monday. 

Sky/ OpenReach don't know what the problem is. Doesn't help me though does it.

[TimmyBGood]

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@RF50 wrote:

Sky/ OpenReach don't know what the problem is.

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Do you know how it's intended they provide connectivity?  Getting FTTP, for example, can be much a more involved process than FTTC.

[RF50]

No idea what any of that is. 

We've moved into an 18 month old new build. Open reach modem on the wall with fibre wire connected to it. All lights are on apart from TEL1.

Sky activation update says:

- to be activated on 16th

- theres an issue with you account

- we're still waiting to activate your broadband. it should be done any time up to midnight (been saying this since 16th). 

Had 4 people from Sky say the same response: "wow this is really unusual". - Is it though?

[TimmyBGood]

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@RF50 wrote:

 Open reach modem on the wall with fibre wire connected to it.

OK, that's probably an ONT, which means the address is provisioned for FTTP and may well have no copper 'phone line' at all: this is increasingly the case for new build.  In such a case, Sky would usually be expecting to provision broadband over FTTP even if you've opted for 'Superfast' rather than 'Ultrafast'.  Possible issues could be that you're in a location where Sky dont currently actually have FTTP service, or that either they or Openreach don't have a proper record that the ONT is there, or even that Sky have the order placed against copper that doesn't exist.

[RF50]

Well this is the problem with these cowboys isn't it.

Charge £30 for activation and say everything works (did the check before we signed up and it said we could get it).  Why can't they see these potential issues when I call them? 

Even better, whats the next steps? Waiting nearly 2 weeks for a service thats almost compulsory these days is a joke. 

[TimmyBGood]

@RF50 

Did you get as far as receiving a Sky Broadband Hub?  It's conceivable the service is actually live:  'All lights are on apart from TEL1.' would indicate that there's an active optical signal arriving at the ONT.

[RF50]

We have the Sky router plugged into the Openreach modem on the wall (Port 4 as advised). 

Sky engineer set this up when he did the TV. There is no green light on the sky router under 'Internet'.

There were people living in this apartment before us who had no issues with broadband. Whether they were with BT or Sky is unknown. 

Update from Sky the other day from Openreach was: 

Openreach advise that following previous work carried out they are testing the line and tey are getting a pass, which measn they are getting an unbroken signal from the exchange to the property. Normally they would update the order to completed at this stage. They have passed the order onto their investigative close team". 

This was sent on Tuesday with a supposed update Thursday evening. Now the next update is Monday....

[TimmyBGood]

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@RF50 wrote:

Openreach advise that following previous work carried out they are testing the line and tey are getting a pass, which measn they are getting an unbroken signal from the exchange to the property.

With FTTP if the PON LED is solid green, then there's at least an active optical connection.  If the ONT has an LOS LED, that should be unlit.

[RF50]

Yep we've got both of those LEDS lit. 

PORT1 flashing. TEL1 unlit.

[Sam017372]

Is it resolved ?

[Chrisee]

@Sam017372 . The last post was 6 weeks ago so it is highly likely Openreach found the issue and sorted it. Where a simple activation doesnt work and Openreach escalate it to another of their teams Sky are not given any details so can't keep the customer updated. It is a very common problem we see in the forum which causes immense frustration. 

if you have a similar issue post some details and a fotum member can give some advice but normally Openreach will solve the issue in time but it is impossible to speed that process up.

[RF50 · Accepted solution]

Hi Sam,

I did post this 6 weeks ago but it took them over 4 weeks to sort out. 

4 weeks on the phone with them telling me to call back every 3-5 days. In the end the openreach engineer came out, called someone at openreach and within 5 minutes it was working. 

Massive waste of time and one of the worst services I've had to deal with. No compensation from Sky either. 

[GlennBob]

I am having the same issue, SKY can't pick up the phone and talk to a human at OPENREACH and SKYs response to me the customer is 'computer says no' and I'm now on my 3rd 'wait 72 hours' since the 24th February.  OPENREACH have done what they need to outside my home but SKY refuse to accept me telling them that and I'm just sat in limbo with no internet because OPENREACH have not updated SKY properly. OPENREACH refuse to talk to me as SKY is the customer to them not me.