Sky broadband installation delays

[Jim91]

Sky broadband ordered 16th November. I chose Sky because they offered a good deal, my Virgin deal was coming to an end and so I changed because of price. The installation date was set for 12th December. We waited in all day but no engineer showed and I have yet to receive an apology. When I phone to chase it up I am told that the problem lies with Openreach who need to run a new fibre cable all of 30 feet from the pavement to my house.

i am expecting compensation for the missed engineer's appointment and the continuing delay to offset the extra cost of remaining with Virgin (around £80 to £90 per month more than Sky).

However what I really want is for the installation of my Broadband to be expedited. If an order for broadband can't be fulfilled we should have been told at the time we placed the order.

[daveNOS]

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@Jim91 wrote:

However what I really want is for the installation of my Broadband to be expedited. If an order for broadband can't be fulfilled we should have been told at the time we placed the order.

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@Jim91Sky cannot know of any installation issues at the point of order. That would only arise once Openreach attends and finds a problem or informs Sky of an issue once they receive the order. This would be the same for all ISPs that use Openreach.

[johncam1]

I chose Sky because they offered a good deal, my Virgin deal was coming to an end and so I changed because of price. The installation date was set for 20th Sept. yep over 3 months and still no broudband, waiting for open reach to lay the cable. Sky did the automatic switch from virgin on that date, So I now have the problem with NO broadband over the Christmas, my grand kids are not impressed, traveling from Norway to spend Christmas, This is very upsetting, I got a dongle, but it is limited data, (more exspense for me) being a pensioner money is limited. TV just drops out or freezes, just can't watch it, BUT sky are still taking payments for sky TV which we cannot use or very limited, tried watch live tv, but just buffers all the time. sky Advisor suggested I get something off amazon (more cost to me, but cannot afford to buy anything else) Agree that they should do a check prior to switching our account with virgin.  Rant over.

[TimmyBGood]

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@Jim91 wrote:

When I phone to chase it up I am told that the problem lies with Openreach who need to run a new fibre cable all of 30 feet from the pavement to my house.

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Note that if the smallest fraction of the route requires excavating into the pavement, there's a statutory requirement for Openreach to have notified and received acknowledgement from the local authority and any other utility company (water/gas/electricity) which may have infrastructure there: even with their automatic right to dig they cannot proceed without that.

[Jim91]

That is like a restaurant taking food orders without knowing the wait time. When you run a business you need to tell customers the lead-time at point of sale.

[GD1]

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@Jim91 wrote:

That is like a restaurant taking food orders without knowing the wait time. When you run a business you need to tell customers the lead-time at point of sale.

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As already noted Sky cannot know of any potential issues like this as it is outside their control, if Sky could predict such obstacles they should also predict the lottery nunbers each week.

[TimmyBGood]

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@Jim91 wrote:

When you run a business you need to tell customers the lead-time at point of sale.

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Good luck with knowing how long it's going to take an overworked, understaffed and financially depleted local authority department to respond, even when they have a statutory obligation to do so.