Sky & City Engineers for full fibre/City Fibre.

[Josey+Whales]

Two whole months ago, I tried to upgrade my sky broadband from  superfast package, to FULL FIBRE.

I was told my local area is Full fibre ready and just needed to pick my new package and await connection.

I have since had 3 sets of engineers attend my property to conenct my new service, they dispatched the new router the same week I tried to upgrade.

Each time the 3 seperate engineering teams camer to connect me at my property, they informed me, they need City Fibre to carry out final street works, as for some bizzarre reason they connected the majoority of the houses in my street, but have missed a few, so theres no actual connection hubs joined into my house.

3 seperate egineering teams and three times they reported this back to both Sky and City Fibre what is needed to be done to allow final connection.   I have just had that third team arrive and leave again today, making the same mistake the previous two teams made.

Can someone explain to me how the hell, there is such a brekadown in communication to finally get this mess resolved???? Three times three seperate apointments to connect my full fibre, and three times they still havent got me connected, and I am still not recieving any compensation either under their  DELAYED PROVISIONNG scheme.   I have been waiting over 2 **bleep** months, to get this connected, and Sky and City Fibre egineering teams keep making the same mistake of not realising its final groundworks to connect the final stage to my building for their cables from their main street hubs.

What  if anything I can do or who to contact to get this **bleep**show fixed........how the hell do you run a buisness where you make the same mistake 3 **bleep** times in a row ?  the same three engineering teams each time took extensive photographs of the area and detailed descriptions of what needs to be carried out, and yet they sent another team to do the same thing they cannot do untilt he main part is done. the streetworks/ground works.  

Anybody got some suggestions? and why isnt Sky already compensating me for the Delayed provision which is now into a third month.

[TimmyBGood]

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@Josey+Whales wrote:

Can someone explain to me how the hell, there is such a brekadown in communication to finally get this mess resolved???? 

I'd guess that's down to Sky only having been offering their broadband over CityFibre infrastructure for a few months, and there are still bugs in the process.

and why isnt Sky already compensating me for the Delayed provision which is now into a third month.

Because the compensation amount is only calculated when the delayed service actually goes live.

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[JimM1]

@Josey+Whales Are you still connected up on the old system with a working Broadband connection?

[Josey+Whales]

Yes Jim, im still connected to my original  Sky broadband package, which is pushing clsoe to £60 per month, 

They also charged for the connection fee already to the new Fibre broadband, even though im not connected yet. I'll give them the benefit of the doubt and assume that was to cover the new router.

As for the other reply, from Timmy,   Im losing days off work to get this connected each time I have to take a day off to be at home for them to connect me, so I am losing money on that front while they keep messing me about with connection dates, then send the egineer team out thinking their doing a simple wire up connection, then realise theres no actual physical infrustructre in place to wire anything up to.

like I says, three times the same mistake, and each time the Egineers themselves have reported back to the company exactly what is needed to be done to get this installation switched on. yet somewhere along the line theres a massive communication breakdown where the informations being lost in their **bleep**ty automated systems probably most likely.  

Thats why I asked why they arent already compensating, as that would be a great incentive for them to get this finnaly sorted if it actually costs them money,  I also suspect they maybe looked at my current sky package, and compared to my new deal for the Full Fibre, theyl actually lose money on that from me, currently going from £60 per month for slower broadband, to full fibre, 2 year contract at just £25 per month on a deal by their agents.    I assume their in no hurry to get me conencted when you calculate thats a loss from an icnome perspective for them 😉

[Chrisee]

@Josey+Whales raise a formal complaint with Sky ( How to make a Sky complaint | Sky Help | Sky.com) as there does seem to beca communication issue between Sky and CF from experience tge engineers will be passing back the information to Sky if not directly to CF but the required action is not happening. Classic case of left and right hands not communicating.

You should be accruing compensation but the amount is only calculated after the connection goes live and then credited to your account as explained here Customer Auto-Compensation | Sky Help | Sky.com

[Josey+Whales · Accepted solution]

So just an update for anybody that tried to help on this,  and I apreciate everyones thoughts on it that commented.

So today a senior engineer came out making it 4 seperate engineer visits in total,  The lady who came out this time, actually did her work superbly, she found out by checking the plans, that a connection did exist into the connecting buildings close, and the previous three seperate engineer teams that came out should have checked that, Im certain they told me they did so obviously someone lied, or they couldnt get access into the utility cuboards next door.

So turns out next time they come out theyl be able to just drill through the wall from the buildings close and run the cables through.

As for compensation aspect, I doubt theyl be giving any despite the length of time its taken them to sort this mess out.

To Elaine from City Fibre,  who solved the problem, your a wee Gem. (doubt shell ever see this, but still 🙂