Poor customer service

[David+Baldy]

I renewed my sky contract at the beginning of August 2024. During the process sky booked the date for the broadband upgrade. About a week later BT open reach messaged me to say that they could not do that date. It has been chaos ever since. It is impossible to communicate with BT and so I have to go back to Sky who also struggle to communicate with BT. this week BT messaged me to say Kelly communications would be visiting my home to complete the broadband installation. They did turn up at the agreed time and they did install the fibre line to my property. They did not connect it to my router. I discussed this with the engineer and confirmed that he would state that the installation was not finished. That did not stop both BT and sky from disconnecting my old broadband and telling me that I now had fibre broadband. Nothing worked because the new fibre connection was not connected to my router or sky box. This whole process is a total joke and is not any level of customer service. Another engineer has now got to visit my home to complete the installation ina weeks time. Sky have made this stressful and very difficult.

[Highlinder]

@David+Baldy  So what you are saying that you had the indoor work complete and the ONT was installed and all you have to do is connect an ethernet cable from the ONT to your router for this to work?

[Mark39]

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@Highlinder wrote:

@David+Baldy  So what you are saying that you had the indoor work complete and the ONT was installed and all you have to do is connect an ethernet cable from the ONT to your router for this to work?

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Seriously?

[TimmyBGood]

@David+Baldy 

Not connecting the external CSP to the internal ONT over fibre-optic pigtail would be an incomplete installation.

The customer is expected to link their ISP router to a functioning ONT using a supplied ethernet cable, and to connect any client devices such as a television box.