Openreach scheduled 1.5 months ahead

[aeriq3y4e]

Hi,

I've ordered Sky on 30/09/2023  and the agent scheduled Openreach installation appointment to take part on 11/10/2023 (12 days later).

Openreach then sent me a message stating that the visithas been rescheduled to 30/11/2023 - two months later from ordering date.

I am intersted if someone knows answer to these:

1. Is two months from ordering date to installation how long it normally takes? 

2.The "cooldown" period over which I can evaluate the broadband to decide whether I want to keep it - will it get moved forward to the date when the actual connection starts working?

3. Will I need to pay for the service during these two months?

3. Is there anyway to move the Openreach appointment closer?

[jamesn123]

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@aeriq3y4e wrote:

1. Is two months from ordering date to installation how long it normally takes? 

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No, normal lead time is 2 weeks but when installing FTTP infrastructure for the first time there can be significant technical or construction requirements which take time.

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@aeriq3y4e wrote:

2.The "cooldown" period over which I can evaluate the broadband to decide whether I want to keep it - will it get moved forward to the date when the actual connection starts working?

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The cooling off period is from order date I believe

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@aeriq3y4e wrote:

3. Will I need to pay for the service during these two months?

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Billing will only start from activation

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@aeriq3y4e wrote:

4. Is there anyway to move the Openreach appointment closer?

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No, the date is set by Openreach to when they think they can get the engineers or equipment for your install. 

If you go to this website and use the 'Address checker' then post the resulting table back here for us we can help you try and understand what type of install is required for your property and what the delay might be. 

[aeriq3y4e]

Thank you so much for your diligence!

First picture is the address checker results:

Second - the type of service I have ordered: 

[jamesn123]

@aeriq3y4e 

Ah okay so there is your problem, "OH Feed with Line of Sight problems Trees."

Your line will come in overhead from the pole but Openreach seem to think there is a line of sight problem due to trees. So they may have delayed your order until they can get permission from whoever owns the trees of a specialist team that can cut back the tree branches to make way for the cable.

[aeriq3y4e]

I see, that would make sense!
I have a couple remaining questions then, hope its ok:

1 . The cooldown period expires before I can use the service - do you think I should be worried about this? I am asking as my previous provider had very poor service and it took months to cancel the contract, just want to be sure this will not be the case!

2. Do you know whether there is a way to find out the actual reason for the delay?

PS I have been Sky Broadband customer before and had no problems, so trust this will be fine again 🙂

[jamesn123]

@aeriq3y4e 

- Once the service has been activated Sky invoke a 10 day 'training period' for the line which on FTTP lines is pointless because its only used for FTTC lines where DLM used to adjust parameters. So you could use that 10 day period as a testing period and if you are not happy you could always attempt to cancel within those 10 days.

- Openreach are distinctly known for their lack of information providing so its very unlikely you'll be able to get a reason from Sky or Openreach. 

[daveNOS]

@aeriq3y4e The cooling off period does not start until the service has been activated, so you don't need to worry about that expiring before your service is active.

[TimmyBGood · Accepted solution]

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@aeriq3y4e wrote:

2. Do you know whether there is a way to find out the actual reason for the delay?

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As noted, resolving 'OH Feed with Line of Sight problems Trees' might involve anything from a trim (which could still need hoist and chainsaw-trained personnel and a road-closure) to a new pole and complete recabling.

[aeriq3y4e]

@TimmyBGood @jamesn123 @daveNOS thank you very much for this information! Of course I will still get the broadband on the day I have probably forgotten I have ordered it at all, but at least it makes sense now. PS I wanted to mark all replies as "Answer" and pressed @TimmyBGood 's reply first; not sure its possible mark multiple ones or amend the choice?