Some important context first - I live in a ground floor flat in what, from the outside, looks like a large house. This is just a cosmetic thing, the building has always been made of flats and isn't a conversion. There is an identical building next to my own, which is also composed of flats. Every flat has it's on front door with no communal areas in either building. The side walls of each building are only about 10ft apart, but there is no physical connection between them. Although these look like two separate addresses they are a single address with a single drive, although with two entrances - one opposite what we call the east building, and one opposite what we call the west building. I live in the east building. Last year one of my neighbours in the west building had fibre installed by CityFibre. This was the first property in the complex to have this installed. I wasn't in when it happened, but from what I heard they connected his building to the fibre line from the street by running it under the west driveway entrance.
Following this I had a few emails and letters from Sky saying that I am eligible for a free upgrade to Sky Fibre. Towards the end of last year I booked an engineer to come out, however then they arrived they informed me that it was not possible to install this. My understanding from the explanation is that the junction box (if that's the correct name) is on the wall of the west building, which means that they can't just run a line to my flat, since this would involve doing so across the gap. As such it'd either need to go under the ground, or there would need to be a new line from the street to my building, with a new junction box set up here.
Depsite the engineer advising that the installation isn't possible I've continued to receive messages from Sky asking my to rearrange a new time that they can come to install. I'm not in a rush to get fibre, but it'd be nice at some point. Before doing so though I need to make sure Sky understand the issue, otherwise it'll just be another wasted engineer visit. I also need to know in advance what the solution would be (as in digging up some tarmac between the buildings or a new line from the street to my building), since I need to make the neighbours aware of any disruptions to access to the driveway and for parking etc.
I've been looking around on the Sky website and have tried the various options on the website and phoneline, but I can't find how to speak to the person I need to explain the situation to. Any advice would be appreciated.
