Openreach engineer didn't turn up!

[Dcfcram]

I have requested the fastest broadband I can get, Sky booked an Openreach appointment for today between 1pm and 6pm,  they did not turn up.  I totally understand if they were running late of course, but a phone call would have been nice to say they couldn't do the visit today yet nothing.  I called Sky at 4.50pm and they assured me the visit should go ahead by 6pm, however no one came.  

I have my new router sent to me ready to go, which I was told to let the Openreach Engineer install.

Of course im not too fussed as I have my broadband working, but a bit of a pain when I booked the afternoon off work to wait for them to come.

Anyone else had this?

[caesarome]

Openreach do sometimes miss appointments but I am puzzled about the need for them to visit you when you had a working line to your property or am I missing something here ?

[Chrisee]

@Dcfcram if you were upgrading to Sky Ultrafast the engineer should have come as they need to fit a new master socket. I have asked Sky to contact you to explain what happened so look for an email,and a chat bubble in the forum. Think you may be due some compensation for the missed appointment see Customer Auto-Compensation | Sky Help | Sky.com

[Dcfcram]

Thanks for your reply, £25 has been credited to my account and just got to wait for Openreach to contact Sky now. Poor service from Openreach but I guess they prioritise BT appointments over sky's 

 

[MickMikeMichael]

Just for the sake of clarity I would comment that Openreach have to follow Ofcom Regulations and therefore are not permitted to prioritise BT customers. They have to have parity with all of the suppliers using BT lines.

[J+Milne]

Yes I have had this problem. I am now at home for the 4th day in 2 months for engineer to come out to me! Won't hold my breath absolutely useless 

[Natalie+1969]

I've just had engineer for sky box this morning now nearly half five no sign of open reach engineer to do wifi tried to phone sky just get cut off sent text to skyhelp.com which doesn't give me answer where engineer is .Waited in all.day no internet no house phone so used no on my mobile is there any other contact nos to talk to a human ? 

[Greenfingers001]

Hi @Natalie+1969 and welcome to Sky community, if the Openreach appointment was for PM, they can arrive any time up to 6pm, you can also check your order status for updates using the link below.

www.sky.com/ordertracking

Hope this helps

[jamesn123]

@Natalie+1969 

Are you sure your broadband was scheduled for the same day? Often TV & broadband installs are done on different days due to Openreach availability. Additionally an engineer may not come to your house if its a remote activation, you should just plug your hub in as instructed by Sky.

You can check your order status by downloading the My Sky app on your phone and going into broadband order tracking

[Suenym2]

Or an iPad thing. Identified the correct phone socket?  It could be a Tiscali one for 1990s

[Natalie+1969]

Waited till half six no show for engineer installed all stuff for wifi but no internet tried all day .

[Natalie+1969]

How can I get to speak to a human at sky tried all day very unhappy .

[jamesn123]

@Natalie+1969 

Did you check your broadband activation was today?

Have you plugged your hub in to see if its working? An engineer wont come to your house for broadband it will be done remotely.

[TeeBunny]

They don't prioritise BT as that's who I'm with and they have not turned up the last 5 appoints I've made which BT assured me would go ahead. Too many broken promises. I saw this post after looking online for OpenReach didn't turn up. 

[SAWest]

Stayed in all day. Appointment booked for 8am-1pm after having to wait 3 months. Chased several times during the afternoon and gave up at 6:30. Open Reach hopeless and Sky not that better. Come on you both need to sort your act out - this service isn't good enough!