Sky Fibre installed but connection not live

[Dysanovic]

On the 22nd August an OpenReach engineer installed a new Fibre line into my home. When they had completed the work and were setting up the router they then informed me that there was a problem with the connection and another OpenReach engineer would be required to fix the issue.

Its now over two weeks later and Ive still had no contact from OpenReach. This is a big issue for me as I have no internet at my property, my wire connection was turned off on the 22nd August as I was expecting a smooth transition to Skys Fibre connection.

Anyone else had the same issue? Can anyone at Sky help with finding out exactly when an OpenReach engineer will address the issue? Communication with OpenReach was good prior to getting connected but now there is no communication whatsover.

[jamesn123]

@Dysanovic 

Sounds like you need to call Sky and ask for an update/get Openreach out again. Often when their engineers say they need to get another engineer/job created it doesnt happen. 

[Dysanovic]

Thanks @jamesn123 . Yes, I have phoned Sky but it seems they too struggle to get detailed information from OpenReach. I'll try phoning them once again!

[Silvio13]

I have same issue new install 18th November, still waiting for an update, tried to cancel account but the number sky give you is not reconised. 

[Chrisee]

@Silvio13 you do not need a specific number just dial any of the 03 numbers for Sky you find by following the Contact Us link at the bottom ofvthe page or search for online but beware of numbers in ads thry all lead to the same place. Sky numbers change regularly as they are used to gather stats rather than to route calls.

[Dysanovic]

It took around seven weeks before OpenReach finally came to my street and fixed the issues. I had to rely on my mobile phone for the internet for those seven weeks which was not great. Sky were not able to get any informative updates for about six weeks.

The only good thing to come out of this problem is that OpenReach/Sky provided me with "Auto compensation".

If you cancelled your account you would have the same issue with another provider, as all depend on OpenReach (I too considered cancelling!).

[Silvio13]

Hi thanks for the bad news, left virgin because we had 5 weeks with no or very very slow internet but at least we could watch Television, but sky nothing at all, 7 weeks to get sorted is bad service.

[TimmyBGood]

@Silvio13 

Unfortunately for properties with a Vigin connection there's absolutely no guarantee a viable Openreach bearer cable is available.  In addition, in FTTP priority areas a new non-Virgin service may well be provisioned over optical cable rather than copper, which can often have a significant lead time (ours took three months). Despite the extra expense, it's generally advisible to maintain a Virgin subscription until Openreach provisioning is known to be succesful.

[Dysanovic]

I was in a similar situation as I left my previous ISP (which was copper based) and moved to Sky (fibre) without porting my telephone number over (I don't use a landline so thought no point in keeping it).

However this turned out to be a bad thing to do as it appears that ISPs use a landline as part of their service handover.  As I was abandoning my old number they just terminated my account on the handover date (on the handover date OpenReach weren't actually ready). I think if I had transferred my number to Sky my handover might've been smoother i.e. perhaps I'd only have been transferred when my line was working!

[Silvio13]

seems open reach have a exchange issue and an engineer is coming to fix on 28th hopefully.

[YourFriend]

Not asking specifics but this is happening to me right now on my 4th week.. Anyway I was wondering if auto comp for 7 weeks was actually compensation for the trouble of these borats not selling fairy dust in the first place.. As it sounds like you got your annual bill taking care of by the auto comp? Basically were u happy with what you got