Openreach engineer didn't turn up!

[dmy24]

Update - Hi @PC2905 we have been providing updates to you but it seems you have not been reading them. We can see from your account that your case is being handled by another adviser and they left you a voicemail on Friday with an update when they could not get through and speak to you. The latest information we can see is Openreach have committed your activation now for the 1st September. As there is nothing further our team can assist with and we have had no reply to you since August 17th we have now closed your case. It was nice speaking with you and thanks for the escalation.  😊

[david-4571]

Had a text on Saturday 10th September from Openreach asking me to confirm I would be in between 1pm and 6pm on 13th for external work and inside box installation. Waited all afternoon, no show, no text/email nothing. As others have said, you can't contact them, so contacted Sky last night who said they'd be here today. Are they (now mid afternoon)? What do you think? Absolutely terrible customer service from Openreach, complete contempt for customers.

[Nindigo]

Same problems here! Im a brand new sky customer and since its been installed I've had problems. The internet is slow and completely disconnects everytime it rains, even just a drizzle. After jumping through hoops, I finally managed to get an engineer booked. Should have been here between 1pm-6pm. Its now 6.30pm and no show, no text no nothing! Grrr

[david-4571]

I've now had 8 updates from Sky since I ordered full fibre back in August all basically saying the same thing, that Openreach are too busy and there is no timescale for when they will complete the work! Ha ha, what a joke. I won't hold my breath, let's see if it gets done in 2023 some time! Unlikely!

What I can't understand in the first place is why Sky are offering full fibre in areas like mine when clearly the infrastructure for it is not in place?

[Daniel0210]

@david-4571 

A lot of Openreach employees have been taking part in industrial action over the last few months. This has obviously put them behind on both installations and repairs. There is nothing Sky or any other ISP can do to speed things up I'm afraid. 

[Michael2003x]

Hello

The same has happened to me, I only want the broadband and am not fussed about the land line. Are you using the hub they sent you for your broadband, can you just plug it in ?

[TimmyBGood]

---

@david-4571 wrote:

What I can't understand in the first place is why Sky are offering full fibre in areas like mine when clearly the infrastructure for it is not in place?

---

For Sky to offer a subscription to broadband over FTTP indicates that Openreach is selling wholesale access from their optical network in the area covering your address, typically down to a pole or duct CBT.  However that's absolutely not the same as there being active optical cable all the way to an ONT within your property, which can involve considerable additional work that is only carried out after an ISP places an order with Openreach relating to an individual address.

https://www.increasebroadbandspeed.co.uk/fttp-full-fibre-broadband-installation 

[david-4571]

@Daniel0210 Thanks for that information, Sky didn't mention that in any of the 8 messages I've had about this (most of which state that work is taking place, which if true, then those Openreach fellas are very good at keeping themselves and their vans well out of sight!)

[david-4571]

@TimmyBGood Thanks for a clear explanation of how the infrastructure is not in place here for Sky to state that my full fibre would be in place on 13th September. 

[TimmyBGood]

@david-4571 

ISPs are inexplicably bad at explaining to their customers the potential complexity of getting FTTP in place:  As I've remarked elsewhere, ours took three moths from order to active, mostly waiting for local authority and power company acknowledgement of the need for a metre long in-pavement  duct to go past a lamp post from the nearest CBT to the edge of our plot.

[steve+edwards2466]

OpenReach came and done the outside insulation but failed to turn up on the internal insulation.

phoned sky who did not know whats was going on but due a call back from Sky tomorrow.

took unpaid day off for this and can not take another mon to fri day off. So if they can not come on a Saturday they can stick it up their hoop.Not even a courtesy call from openreach with their so called fantastic customer service to let me know.

Been with Sky for years but this as left a sour taste and even thou i have been offered by sky £25 off my bill it goes nowhere near the £100 i lost in wages.

Do I trust them to come when is convenient for me as a customer? Dont think so.

think i will end the contract if this is not sorted to my liking.

[Daniel0210]

@steve+edwards2466 

Openreach do not work on domestic set ups at weekends. I'm not aware of any exceptions to that. 

[steve+edwards2466]

Looks like Sky have lost a customer in that case 

[Daniel0210]

@steve+edwards2466 

If you move to another ISP that also uses the Openreach infrastructure the problem will just move to the new provider. 

[boo1232]

Openreach came and did the outside insulation but failed to turn up on the internal insulation. I Waited all afternoon, but no show, no text/email, nothing . Now have to wait until 23 Nov for a new appointment.