Openreach don't have the equipment

[Isa1907]

I have recently switched from another provider to Sky, and this is my first experience with your service. I have now been informed that Openreach does not have the necessary equipment in place to connect my broadband and phone line.

My current internet service will be disconnected on 18 August 2025, and I work from home. Any loss of service will cause disruption to my job and potential loss of income. This situation is unacceptable.

I expect Sky to urgently resolve this, provide a confirmed activation date before my current service ends, and arrange a temporary solution if necessary. I also expect appropriate compensation for any delay or loss of service, in line with my rights under our contract and the Automatic Compensation Scheme.

Please treat this as a formal complaint.

[Chrisee]

@Isa1907 if you ordered your new service from Sky using the One Touch Switching service Sky will be handling the cancellation with your old provider which wont happen until the new service is live. However if you gave notice to cancel the old service uourself thst wont happen unfortunately. The one touch system was introduced to solve exactly the issue you have.

[Isa1907]

I did not contact my old provider for cancellation, so I will still be online, which is good. However, being online only solves one problem. If Openreach provides this service, they should have the necessary equipment in place, shouldn’t they? I will already be waiting for two weeks, and who knows how much longer it will take.

[TimmyBGood]

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@Isa1907 wrote:

I expect Sky to urgently resolve this, provide a confirmed activation date before my current service ends,

Sky does not have its own broadband infrastructure: if an Openreach connection isn't available then it cannot happen.

and arrange a temporary solution if necessary.

Sky does not provide temporary solutions.

I also expect appropriate compensation for any delay or loss of service, in line with my rights under our contract and the Automatic Compensation Scheme.

Delayed activation compensation should apply at the rate agreed by Ofcom.

Please treat this as a formal complaint.

It's not possible to register a formal complaint through this public forum 

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[TimmyBGood]

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@Isa1907 wrote:

If Openreach provides this service, they should have the necessary equipment in place, shouldn’t they? 

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Not for a new FTTP installation: by definition that isn't 'in place' until the optical circuit reaches the subscription address and has an active ONT.

[Isa1907]

Thanks for your input, but you’re basically saying “if the supplier can’t provide it, then tough luck”.

If that’s the logic, then perhaps the service shouldn’t be sold in the first place without confirming the infrastructure is actually available.

As customers, we buy from Sky, not Openreach, so the responsibility for delivering on time sits with Sky.

That’s exactly why Ofcom’s rules and Sky’s own contract make them accountable for delays — excuses about third parties don’t change that.

[cookiemonsteruk]

@Isa1907 

Could you enter your full address below and post the notes below the table

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

It may give us a clue as to what equipment is missing and therefore timescales

[Isa1907]

@cookiemonsteruk here's the screenshot.

[cookiemonsteruk]

@Isa1907 

That shows a partial direct in ground solution ie they need to lay armoured fibre cable up to the house due to possibly no existing duct .  Possibly take unfortunately 2-4 weeks from the date of order

[JimM1]

@Isa1907 Hopefully you recieved the e-mail also the T&C's and read all off the information and with the part that explains delay's!

Edit:- Info extracted from mine, so you can see.

Delivery of service

Many of our services are activated within 24-48 hours. However, in the event that further provisioning is required we expect your services will be available to you within 10-14 days. Based on this we expect your service would go live between 15/03/2025 and 19/03/2025.

Occasionally there are factors outside the control of Sky that may lead to delay. In rare cases where complex provisioning is required, or where issues occur, installation could take up to 90 days. In this event the latest your services would be activated is 03/06/2025.

When placing the order, the advisor will provide a provisional activation date which will be confirmed as soon as is reasonably practical.

If you are switching your services from another provider, we will confirm this during the sales process and explain the next steps then. Further information is available at sky.com/broadband-switch.

[TimmyBGood]

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@Isa1907 wrote:

If that’s the logic, then perhaps the service shouldn’t be sold in the first place without confirming the infrastructure is actually available.

This is how the national FTTP rollout is proceeding: all Openreach client ISPs are affected the same way.

As customers, we buy from Sky, not Openreach, so the responsibility for delivering on time sits with Sky.

No, it doesn't.  By definition Openreach client ISPs have no way of installing their own bearer cable and are entirely dependent on the monopoly national provider.

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[Isa1907]

@TimmyBGood What we can not agree is none of them are my problem. At the end of the day, my contract is with Sky, not Openreach. I pay Sky, Sky bills me — so Sky is responsible for delivering the service on time. How Sky manages its suppliers is not the customer’s problem.

[Isa1907]

@cookiemonsteruk  Previous tenant already had Sky here, it’s highly unlikely they now need to dig up and lay a whole new armoured fibre run.

[cookiemonsteruk]

@Isa1907 

Previous occupier possibly had part fibre fttc .  Full fibre fttp takes priority when the exchange is enabled . 

[GD1]

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@Isa1907 wrote:

I have recently switched from another provider to Sky, and this is my first experience with your service. I have now been informed that Openreach does not have the necessary equipment in place to connect my broadband and phone line.

My current internet service will be disconnected on 18 August 2025, and I work from home. Any loss of service will cause disruption to my job and potential loss of income. This situation is unacceptable.

Working from home gives you no greater priority when using a domestic service, Sky nor any other provider will compensate for loss of earnings.

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