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

[Emperor4]

I realise that the in call  system has had serious problems with some properties but the circumstances seem to be different in a lot properties and even though our management have said we have no conflict and okayed the installation, SKY don't seem to be able to differentiate or won't!  MANY PEOPLE in our property have full fibre with no conflict

[JimM1]

@Emperor4 Why don't you pole all the other's to what ISP is providing the service, if you contact sky and one RED flag goes up then NO is the answer! Did you look at the link and you can register interest on it!

[Emperor4]

To be honest jimM1 why must I do SKYS work for them I am of a certain age just want broadband upgrade I am not looking to investigate or poll other people or anything else ref fitting broadband when an on call system is present,   all I can say is OUR MANAGEMENT TELL US THERE IS NO CONFLICT IN OUR BUILDING FITTING FIBRE IM NOT THAT TECHNICAL and understand that serious problems have occurred elsewhere, I pay a substantial fee to Sky for their services other residents have full fibre and have had for awhile I'm not a detective just want the same service that other providers give and what the management of our Building tell us, that's an end to it from me sky take the money but certainly won't go out their way it's just a blanket decision. I realise that it's not possible everywhere.

[TimmyBGood]

@Emperor4 

Unfortunately Ofcom 'advice' on this topic is typically non-specific and each ISP has to set its own criteria: it's quite possible that Sky has stricter internal procedures than others.

[DionRaffs]

Update from my original post. Due to sky conflicting with BT engineers (they are the ones who do the install outside and any "technical" installs inside) BT management got involved. The fall box was NOT attached to the BT line (SIM card run). A senior engineer fitted all the wiring inside, then a sky engineer fitted the inside box and switched it on. I think it was 5 or 6  failed appointments from sky as when I booked an engineer and stated it needed to be a BT engineer, they kept sending a sky guy who could only deal with the fitting the box and switching it on.... but the sky fibre install was eventually a success! It took about 3 months and several cancelled appointments due to wrong engineers showing up and countless days off work for me...

[JimM1]

@DionRaffs Would/Will be nothing to do with BT, OR (Openreach) control all of the infrastructure direct from the exchange to the inside off the home, and yes when complex issues such as medical alerts pendants etc are involved BOTH ((OR and the Installer)) have to be there, as they cannot walk away and leave a non working system NO matter what!!!! Co-ordination off such does become somewhat IRKsome and the end user is the one left hanging!

[Deb3000]

I’ve only flicked through this (rather lengthy) thread so I might have missed it, but there seems to be a fundamental people are missing here.  Just to clear things up.

1) The traditional phone system, (known as the PSTN), is being turned off from January 2027, come what may, and almost everybody will be on internet based digital telephony.  Only exceptional cases will remain on copper, for the time being.

2) Care alarm suppliers have had over 10 years to get ready for this.  If their equipment can’t cope with it, that’s their fault.

3) Contrary to popular misconception, full fibre (FTTP) and the change in the phone system are two completely separate issues.*  The replacement digital phone system will run quite happily over the old copper infrastructure.  (Mine’s been doing so for two years, come September).  The confusion has arisen because Openreach have been enthusiastically encouraging people to get both done together, (presumably to save them work).

*There are some areas now where any change has to be to full fibre, as copper products have already been discontinued.  Look on here for if your exchange is “fibre priority”.

https://www.broadbandchecker.btwholesale.com/#/ADSL

[JimM1]

@Deb3000 It's just one off those not everything fit's tidy into the one shoebox at present and i have recently had to deal with it all last November on EE, luckily my sister did not die due to the EE mistake that was made!

But now there is belt braces and even string tying it all together as i made 100% sure of what was possible, unfortunate there is never a 100% guarantee!

[DionRaffs]

Openreach are owned by BT and it is in their livery.. potato Patato..... doesn't matter in the grade scheme of things..... 

[JimM1]

@DionRaffs If you want to quote it then best you do it right!

[Emperor4]

Hi All  update as I stated on the day the open reach engineer called he told us sky wouldn't allow him to fit fibre broadband because of the on call system, Sky emailed me asking me to call them them, problem but there isn't  a specific.  Dept person or number to call so  after going through all the options it's pot luck who answers the phone,  I explained the situation and that after meeting the managers of our modern apartment that our system is hardwired on a separate line and some of the residents had already had Sky fibre installed our manager could confirm no conflict exists the person on the line doesn't understand the problem they go away and talk to someone? and tell me my order is cancelled (I've been a Sky customer for some years)  I asked isn't there a dedicated line or person we can talk to apparently  not it's just pot luck if and who you get at the end of the line So Much For Sky service, if anyone out their knows of a dedicated number not a load of pot luck options I would be grateful  SKY WE ALL HAVE DIFFERENT PROBLEMS GIVE US SOME HELP

[TimmyBGood]

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@DionRaffs wrote:

Openreach are owned by BT and it is in their livery.. potato Patato..... doesn't matter in the grade scheme of things..... 

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Openreach specifically no longer uses any BT branding.  It's important to be precise because refering to 'BT' when talking to Sky support just causes unnecessary confusion.

https://www.openreach.com/news-and-opinion/2020/Superbrand 

[Chrisee]

@Emperor4 have you registered as having an alarm as explained here https://helpforum.sky.com/t5/Broadband-Talk/Do-you-or-someone-you-know-use-a-telecare-alarm-Get-in-t... There is a pinned post at the top of the forum making the same point.

As is fairly typical on these switch overs everything is set up years in advance but as @Deb3000 posts many alarm providers ignore the switch until it becomes close which happened last year so the government slams on the brakes delays the switch off and freezes roll out to anyone with an alarm that might be affected no exceptions including systems like your's.

Sky get a lot of flack but essentially were powerless. Openreach have negotiated with the Telcos like Sky who have developed an exception procedure which isnt a simple process in companies who deal with millions of customers as their agents may only deal with a few customers in this group. Hence the need to register and manage the exceptions off line.

[Handy+Andy100]

I was in a similar position to yourself. An engineer arrived to do th installation and when he saw we had a care line he said he was unable to do the job. I later confirmed the care line was on a separate phone line and Sky agreed they would come back to do the installation but 24 hours later Openreach cancelled the appointment.

     I immediately contacted my MP about the problem and within 2 weeks he had got Openreach and Sky to agree to the installation and someone from Sky contacted me to arrange the appointment. If you're having problems contact your MP as these companies don't like it when MP's get involved and will soon sort it out.