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Discussion topic: Refused to install full fibre due to having emergency fall call box

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This message was authored by DionRaffs This message was authored by: DionRaffs

Refused to install full fibre due to having emergency fall call box

Sky and BT open reach have refused to install fibre broadband because we have an emergency call box (not connected to the internet) for my dad (wears a alarm button round his neck). I'm now stuck with half the wires hanging in my livingroom and damage to the outside rendering. Sky just fobbed me off, cancelled the order and told me to take it up with open reach! Why?! Ridiculous 

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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Refused to install full fibre due to having emergency fall call box

Posted by a Superuser, not a Sky employee. Find out more

@DionRaffs 

 

Presumably Openreach (it's not 'BT' in this context) were part way through FTTP installation when they identified the issue?

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
DionRaffs
Topic Author
This message was authored by DionRaffs This message was authored by: DionRaffs

Re: Refused to install full fibre due to having emergency fall call box

Yes. They said the manager needed to complete the install and would be coming the same day. Didn't show up, now sky cancelled the order

DionRaffs
Topic Author
This message was authored by DionRaffs This message was authored by: DionRaffs

Re: Refused to install full fibre due to having emergency fall call box

I even called the service while the engineers where here and they explained that the installation would not affect the box and if it did, they will fix it not open reach

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Refused to install full fibre due to having emergency fall call box

Posted by a Superuser, not a Sky employee. Find out more

@DionRaffs 

 

Unfortunately awareness on that whole topic is undergoing rapid change, and I suspect field operatives aren't well enough informed.

 

https://www.ispreview.co.uk/index.php/2024/12/openreach-expand-pilot-to-help-uk-telecare-users-switc...

 

 

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
DionRaffs
Topic Author
This message was authored by DionRaffs This message was authored by: DionRaffs

Re: Refused to install full fibre due to having emergency fall call box

But our call box is not connected to the landline. It has its own SIM card

This message was authored by Mazz1 This message was authored by: Mazz1

Re: Refused to install full fibre due to having emergency fall call box

they've just done this to me... saying that it doesn't have any back and doesn't have a way to go through the router.... it doesn;t need to go through the router....

This message was authored by Chrisee This message was authored by: Chrisee

Re: Refused to install full fibre due to having emergency fall call box

Posted by a Superuser, not a Sky employee. Find out more

@Mazz1 the alarm either needs a built-in sim or it uses the landline. With full fibre the landline switches to a digital service via the hub which is lost during power cuts. There a number of workrounds like a battery back up unit or leaving the copper line inplace but they require setting up. When you ordered the full fibre the agent should have asked questions sbout care alarms to avoid this problem.

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
DionRaffs
Topic Author
This message was authored by DionRaffs This message was authored by: DionRaffs

Re: Refused to install full fibre due to having emergency fall call box

I had two supervisors from BT open reach come and install the wiring for the full fibre. They are aware of the box and agree that it does not connect with my phone line or broadband. Sky are now booked to complete the install next week (well it will be another BT Openreach guy) so hopefully I will be good to go! 🙂 it was a battle though to get it

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