20 Oct 2022 09:58 AM
So I have been trying since July to have FTTP installed to my property. Openreach arrived to install the fibre cable and came across a problem with the ducting. After many many many delays for various reasons this issue has now been resovled and I though progress was being made.
Sky just sent me a message saying "just a quick update on your order. Openreach have told us they currently don't have equipment in place to connect your Broadband and Talk to your phone exchange. Openreach are looking at the best way to get you connected. Unfortunately, we currently don't have any more information on how much work will be needed or how long it'll take. But don't worry, you don't need to do anything"
Well what exactly does this mean? They had the equipment back in July when they came to install it before encountering the problem. If it wasn't for the ducting problem it would have been installed. FTTP is on our road, in fact my neighbours both side of me have 1GB broadband - the only differnce is its via BT.
So what is the problem?
20 Oct 2022 10:28 AMPosted by a Superuser, not a Sky employee. Find out more
There could be many factors in play here as to what the issue is, could be that your exchange is now at capacity or that Sky's infrastructure there isnt quite ready.
It may be worth you using this online form on the Openreach website to see if they will give you an exact answer to what the issue is
20 Oct 2022 10:45 AM
Thanks, I will try that.
Just a bit annoying because the equipment I presume was their in July when they came to install the fibre cable.
20 Nov 2023 10:51 PM
Can I ask if you have had this problem resolved? As I have had a similar problem and have been getting weekly replies that they don't have the equipment, may I ask approximately how long it took for your problem to be resolved? thanks
21 Nov 2023 08:20 AM
That's quite normal for openreach.
you could make a complaint to OFCOM the industry regulator about openreach if you don't feel that you are getting a resolved of service from them. I would have thought that not providing you any updates on when you can get connected may be a valid reason, but in truth I haven't read all the OFCOM rules to know the detail.
if you have a non-fibre connection to your property it's likely openreach have lowered your priority as you do indeed have access and service to the national infrastructure (albeit just not the new and improved fibre cables).
21 Nov 2023 08:34 AMPosted by a Superuser, not a Sky employee. Find out more
@MarkGoldsmith Ofcom do not handle consumer complaints they simple tell the consumer to use the Telco's complaint system which in this case is Sky. They do use complaint data for statistical reporting.
@astracrazy this time last year I went through a similar saga while Openreach took months to run a new fibre line. I had multiple missed appountments etc. There was nothing Sky could do to sort this for me due to my activity on the forum I know people in Sky quite well who would have helped if they could.
In the end I got my new line which has been geat. The sweetner was I got enough compensation to cover the first six months charge for my Ultafast+ connection. See Customer Auto-Compensation | Sky Help | Sky.com
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