Repeated cancellation of order with no explanation from Sky

[Jollygreen1]

I originally ordered Sky Q TV, Broadband and Talk in early August. The TV  installation went ahead as planned on the correct day.

However the Broadband and Talk part of the order has repeatedly been cancelled with very little explanation and always attributed to a lack of response from Openreach. What in gods name is going on? On each occasion I have had to try and deal with call centres located anywhere but the UK, causing some difficulty with understanding the issue by the various people I have managed to speak to. 
Openreach have visited my property twice and have said on each occasion that there is no issue with running Full Fibre to my house as the connection already exists to the pavement outside. Can anyone help , or at the very least provide some sort of reasonable explanation for this situation as I am at my wits end!

[Chrisee]

Hi @Jollygreen1 as you need helpmfrom Sky I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Jollygreen1 an invite to chat.
This does sound like something our Order Recovery team needs to investigate, so we can look into this and provide the number, but customer will likely need to call in. 

[Maggie-Anne]

I am having the same issue!!! I am now on order 3 for broadband, after 4 weeks of phone calls to sky, they have told me that the problem lies with openreach cancelling the order but sky do not know why. Contacted openreach today via X and they have said and I quote "openreach can't directly cancel an order you have with sky, but if there's a problem then there will be notes available for sky to review" Sky have told me that there is "no notes to review". I asked what would happen if order 3 was yet again cancelled and sky could not give me an answer! 

[Jollygreen1]

Hi Maggie-Anne, 

Like you, I find this lack of an explanation utterly frustrating. Someone has to take ownership for the situation that both you and I find ourselves in. How many others are also affected by this issue? Openreach have now visited twice and completed the necessary site survey each time, only then days later to be told by sky that the order has been cancelled. Is it a case of cherry picking the easiest jobs first and cancelling anything that requires a bit more effort?

We have full fibre to the pavement at the front of our property, but it does need to be either surface mounted or buried in the ground to get it into the house. Both the Openreach engineers that came said that our installation should not present any problem, yet 3 months later I'm still without broadband and a landline..

[TimmyBGood]

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@Jollygreen1 wrote:

How many others are also affected by this issue? 

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Given Openreach is attempting north of 80,000 new FTTP installations every week to meet the national rollout target (on top of its regular workload maintaining the legacy copper network) some simple maths would suggest if only a tiny percentage of jobs run into problems that's a whole lot of unhappy people...

[Jollygreen1]

UPDATE!

More cancellations-- 5th December cancelled. 13th December cancelled. 31st December cancelled. These were all visits planned and then almost immediately cancelled. 
The end result is Order Cancelled!! Please contact Sky blah! blah! blah!

Spoke to someone in India, then Bulgaria full of apologies but unable to explain WHY !

[Jollygreen1]

Had enough! Patience exhausted! Spoke to Sky today, first in India ( twice) then eventually in Wales ( at last a UK call centre). Finally reached the inevitable---cancellation of my TV subscription (without early termination charge) as a result of Skys inability to provide the full fibre broadband installation promised back in September and endlessly cancelled ever since.

Goodbye Sky I won't be rushing back anytime soon.

[Burt74]

Having same problem. Its rediculous !

[Chrisee]

@Burt74 the normal explanation is that Openreach are rejecting the order which Sky places with them to deliver your new service. Sky only use the Openreach network if they can't/won't supply a line then this happens. Often it is due to a mistake between what Sky can see on the database and what exists in practice or the wring line being picked up..

As a start enter your full address in the following checker. It will generate a table and several lines of notes if you post the full table and the first 3 lines of notes after removing the reference to your address firum members maybe able to help Openreach Checker