Second appointment to get connected and no engineer turns up on

[Janvsi]

I've now been without broadband for a month. First appointment on the 15th I later found out open reach possibly need to run underground cables. New appointment made for 27th September yet once again no communication from open reach and rang Sky and as far as they know it's a problem at the exchange, it could be a week before they have any details . So when do I get connected 

[TimmyBGood]

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@Janvsi wrote:

So when do I get connected 

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No-one here can tell you that, and I doubt Sky can either.

Was this after a home move with provisioning on FTTP, or a fault on a previously working service?

[gr33no]

Hey,

I had the same thing... ordered Sky FTTP as soon as I had the email from Openreach. Openreach did (to their credit) come out at the end of August and rod/rope my line in to my porch. All good.

That's where the good bit ended, though.

I was told I'd be "installed" on the 8th of September. Nothing.

Called Sky, they advised that Openreach are saying there's "not enough light" and a special engineer would be required. I was given a new install date of the 18th. Again, no engineer.

By chance... an Openreach engineer phoned me on the 25th and said that he fixed the problem "over a month ago"... 

He fit my ONT and I was up-and-running without Sky even knowing. Sky phoned me yesterday about my "issue" and I told them it was now live. They had no idea at all!

[Janvsi]

So when do I get connected is actually a rhetorical question...

[gr33no]

Ideally, you need a 'commited' date from Openreach... they means they're commited to your install and from that point forward, you'll be getting compensation if they fail to deliver. 

For my two missed appointments, I received nearly £30 each time and then £5.31/day (I think) for each day the service wasn't live.

Ofcom takes it from Openreach and Sky (apparently) pays it back 30 days later.

Once you're at the commited stage, Openreach should do everything in their power to get you active. I don't trust Sky's information as they didn't know Openreach had contacted me, then visited me and then got me online. Sky still thought I was offline until I told them.

[Chrisee]

@Janvsi Sky only know what the Openreach online system tells them. Missed appointments are not rare as Openreach routinely schedule 2 or 3 into a morning or afternoon slot. If a job in front of yours over runs you get left. Irritatingly when that happens your job just goes back into the queue to be reassigned rather than prioritised. Sky are training their own engineers to do the install of the ONT rather than relying on Openreach which means they have more control. 

You do get paid compensation for delays and missed appointments which is explained here Customer Auto-Compensation | Sky Help | Sky.com My own job generated enough to cover 6 months of Ultrafast+