Openreach can’t activate broadband

[TimmyBGood]

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@GlennBob wrote:

SKY can't pick up the phone and talk to a human at OPENREACH

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Unfortunately ISP communication with Openreach is strictly regulated, deliberately limited and channeled into particular routes.  This is done with the explicit aim of preventing BT as a telco from deriving an unfair competitive advantage from the continued ownership of Openreach by BT Group, but has undoubtedly had an adverse effect on subscribers to all ISPs.

https://www.ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/telecoms-competition-... 

[Ianm94]

I'm having the same problem with sky saying there waiting for openreach it's been 2 weeks since I was supposed to be switched on I'm not happy with this as I need Broadband I have a son in alder hey hospital I need to do video calls with doctors about him this problem there having needs to be sorted out @Anonymous 

[housestorey]

We're having the same problem. Our internet was supposed to be installed nearly a month ago. We call for updates only to be told "we have to wait for Open Reach to review" only to then be told our review has been pushed back another week. After countless phone calls no one is able to provide us with an update - it's baffling. This is costing us a bomb in data, we're so worried with the rising cost of living and everything considered. If there was a clear path and dates agreed (and kept) for review and install it would be a slightly different conversation, albeit very frustrating. @sky @Anonymous

[RF50]

Sorry to hear.  It is a pathetic situation on their part.

The most annoying thing was that when Openreach did finally come out, the engineer looked at the box, rang his mate and it was fixed in 15 minutes. 

I ended up getting a giffgaff unlimited SIM card which wasn't ideal but did the job. Good luck! 

[Chrisee]

@housestorey the only helpful thing I can tell you is that once fixed you should be due compensation which should help,cover the cost of the extra mobile data see Customer Auto-Compensation | Sky Help | Sky.com

[roey19]

I have this same issue keep. Getting passed round everyone I have no Internet light put have WiFi and power on the router and have all 3 green lights on the open reach I have had 2 open reach boxes and 2 routers and still not working can anyone tell me how it was resolved and why it not working so I can let open reach and sky know because they do not have a clue and cannot seem to talk to each other been 12 days without Internet

[Chrisee]

@roey19 there is no magic solution unfortunately something is set up incorrectly somewhere it could be at Sky's end or Openreach's as customers we cannot tell which. Its no comfort to you but you have quite a rare issu. All you can do after checking Sky have passed your issue to the order recovery team is to keep badgering them. 

Hope it gets sorted.

[housestorey]

Unfortunately our situation is still ongoing - 94 days strong! OpenReach came out to us mid-November to clear a suspected blockage of wires further up the road. We then had another team attend the property yesterday to re-lay the cables to then connect us but unfortunately they discovered that the blockage was not cleared so we now need to repeat the last x2 months of steps to clear the blockage. Along with our frustration, we had x3 very angry OpenReach engineers at our property yesterday who then made us aware that as the job was not completed, they would not be paid for their time. Just so wrong, when no fault of their own. Still no update from Sky, Sky still saying "someone will call us back", when no one ever does. Such poor service were continually receiving from Sky.

[Prof+Sub]

This comminity thread started nearly 3 years ago.  And the sane problem persists. Conclusion? Customers are expendable as Sky and Openreach do not need to compete for any business. We are already slaves to them and hsve no choice but to wait.  I have pretty much the same story as everybody else. Sky is taking my money and not providing their contractually obliged service. In a childish fashion, they just point the finger at openreach and say it is not their problem. Openreach on the other hand have a model where they do not have to directly communicate with us as our contract is with Sky and not with them. Additionally, it is clear that their staffing model is sub-standard and not fit for purpose as we are running well into month 2 and still without broadband.  We had the debacle of 3 separate openreach engineers coming out to us spaced two weeks apart to try and understand and sort a blockage to make contact to their already installed system in our house. Now, we are waiting on an engineer  to come into the house, phone a friend and activate our system which at worst will take them 10 minutes to do. We have been told that we have to wait a month for this ten minute papal visit. SKY, OUR SERVICE PROVIDER MUST DO BETTER!!!! This is 2023, not 1923. Alexander Graham Bell must be doing somersaults in his grave. I am thinking of resorting to morse code: ... --- ...

[TimmyBGood]

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@Prof+Sub wrote:

 Customers are expendable as Sky and Openreach do not need to compete for any business. 

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Part of that is indisputably correct: Openreach has an intrinsic monopoly over the vast majority of UK telecoms and broadband infrastructure as a legacy of BT privatisation, and so has no need to 'compete' for ISP business.  Whether the emerging market in altnet provision changes this remains to be seen.

[ahsatan]

We are having the exact same issue since March 30th. Transferred to Sky and took up fibre optic (definitely available in our area) and even on the initial engineer visit he raised something wasn't right as line fine into the home and ONT all good but only power and WiFi lights on router not internet. Openreach kept saying 'it will rectify when it is activated by midnight' - it supposed was activated but has never worked. Had two routers, 3 Ethernet cables, tonnes of line tests, 2 engineer visits and no one knows or takes responsibility both pass blame onto the other and no one can liaise with the 'network team'. We weren't told for several days that an escalated issue takes 72hrs for a response. Finally an advisor today mentioned something the first engineer suggested which is to check Openreach and sky have activated the right ONT and to ensure the serial numbers match so this is our last chance otherwise no one can figure out what it could be at all! We have so far been compensated our bill to date but we may have to switch providers again rather than wait months. 

[Chrisee]

@ahsatan the ONT and fibre feed can physically work but unless the right routing has been set up correctly no data will flow. Transfers between ISPs on existing fibre installs are relatively new and. I think the adviser is probably correct in assuming the issue is that routing issue probably at Openreach's end. If that is correct switching ISPs will not sort the problem it simply moves with you. 

Hopefully Openreach will find the error and sort it - even the most sophisticated system can suffer from details being entered incorrectly - and you will be compensated but that is only calculated and paid once the issue is resolved see Customer Auto-Compensation | Sky Help | Sky.com

My own install went wrong but the compensation has covered nearly 6 months bills.

[Sara.W]

Facing the same issue since 3 days. Can someone help me get the number of OpenReach so I can call them directly

[Highlinder]

@Sara.W  You have to contact Sky as your ISP to get in touch with Openreach on your behalf as they don't talk to the public and just talk to the ISPs.

[ahsatan]

You cannot contact OpenReach directly, there is no format to do so. 
My process which took what felt a very long 10 days to sort out went: Multiple line checks and resets; went to Network team who take up to 72hrs to feedback/action an engineer;  sky sent OR engineer and found all works fine on tests; multiple line checks; new router and cables sent; further line tests; escalated to network team again; OR engineer out and he replaced ONT box - even though it was lit up correctly and showing as working fine on their equipment, he changed and it and problem resolved. No issues since, broadband working.