Problems with Installation of Full Fibre 900 and WiFi Max

[Holmes3]

I am completely exasperated with SKY's inability to install  Full Fibre 900 and am now about to cancel my order (and all SKY serices) and switch to another provider

I would be very grateful for any thoughts on how to get a satisfactory outcome and fair treatment

The stroy so far;

- I ordered an upgrade to Full Fibre 900 on 7 July (after being a 'full stack" SKY customer for around 20 years)

- The cable company team arrived on Friday 18th July to instal

- They were unable to complete instaltion on the 18th as they said they couldn't complete the connection of the fibre cable to my house

- They told me that me that the final task involved using a compressed air machine to blow the cable through a pipe to get to my house

- They also said that unfortunately tehy didn't have the necessary machine with them

- They reassured me that this task would be done by another team and would only take a few minutes

- They also told me they had made SKY aware of this and the job would get done quickly

- On Monday 21st July I noticed a fibre team working outside my house when I got up in the morning ( I assumed they were completing the intallation work)

- They didn't speak to me about what they were doing

- However, after they left my new Fibre broadband service still wasn't activated 

- So, on Tuesday 22nd July I called SKY to enquire about the status of the job

- The SKY rep was confused and told me that he was contacting the Order Recovery Team to check the status and arrange for the installation to be completed

- He told me that the Order Recovery team were supposed to take action within 72 hours but that in fact it coukld take longer than this!

- I waited a week - nothing happened

- So, on Wednesday 30th July I called SKY again

- This time the SKY rep said that in fact the Order Recovery Team hadn't been contacted, despite the previous rep telling me he had done this on Tuesday 18th!!!

- This second rep assured me he was contacting the Order Recovery team while I was on the call

I have now lost all confidence in SKY to do this most basic piece of work and will now be cancelling ALL SKY services unless they can sort this mess out asap

Has anybody else on the forum had a similar experience? And if so did it get sorted out OR did they give up and go to a competitor?

Any thoughts welcome

[TimmyBGood]

@Holmes3 

I don't think it would have been Sky personnel carrying out the actual installation: they don't do ducts, which are the domain of Openreach (or their equivalent in RoI)

It does sound like Sky customer support hasn't been as helpful as might be hoped for: they are limited on the amount of information they get from the monopoly network maintainers though.

Unfortunately any other national network ISP will face exactly the same delay.

[Dp911]

Yes! Two contractors for open reach came to fit my fibre....what a carry on! 

1. fitted the internal box but couldn't connect the fibre cable to my house because if they didn't get it right the first time we would be without WiFi as they didn't bring any copper replacement with them to give us internet access again. They could risk it but couldn't gaurantee it. (We need internet work from home )

2. Told me that open reach have spare copper to put it right and the correct tools? 

3. Open reach will be in touch as they will send pictures. 

4. we are left with a half finished installation and not sure when they will be back plus a 35 minute wait with sky.