Problem with broadband installation

[Bryan721]

I have a problem with the broadband I signed up for. The installation and activation was supposed to be on the 4th of November. The Openreach engineer came, did the ONT installation, the "Power" light was green and the "LOS" light was red, but he told us he was only going to do half the work, because there was a problem outside the house, then he said he was done and left. Apparently the only thing left to do is to connect the outdoor box to the mains cable from the ground. 

It has been difficult to contact support via phone call, over 40min on the line and the first agent could not help, escalated the query and no other agent took the call.

[TimmyBGood · Accepted solution]

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@Bryan721 wrote:

Apparently the only thing left to do is to connect the outdoor box to the mains cable from the ground. 

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Depending on where the incoming cable is now, that might not be a trivial task.  Unfortunately the timescale for doing the job will be in the hands of Openreach and the availability of whichever team(s) and equipment is required.

[Bryan721]

The funny thing is that 100 metres away, a friend of mine also ordered fibre almost at the same time, and he did have the service installed and activated.

I have tried to contact Sky by phone and I get no response, while the tracking of the order keeps asking to contact them to solve the problem.

[Chrisee]

@Bryan721 Sky's lines are open from 7am to 10pm but calling between 8am and 9 pm is recommended. The wait is rardly as long as announcedcand simply do not hang up if asked for why you are calling say technical.