Sky cancelled my new broadband contract due to third party issues

[Simonette]

I was looking for a new broadband deal and I found one I liked, with Sky, 500mb for 27 pounds/month, for 24 months. 

All agreed via chat with Sky, received confirmation email with provisionary installation date, all good.

After a month, Sky e-mailed me to call them. I called, they said they have to cancel my contract, due to third party issues ( Open reach)

[JimM1]

@Simonette Is there a question you need answered or just keeping the Forum advised for your particular instance!

[Simonette]

How can Sky cancel my contract once they've agreed to it?

Why  did it take one month for them to get back to me?

Where is their responsibilities for theirs customers?

[Chrisee]

@Simonette perhaps you are not aware but Sky like most ISPs do not own the network they use to deliver broadband. If Openreach cannot connect you Sky cannot deliver a service. If you want to know why enter your full address into the following checker Openreach Checker

If you need help in understanding the information given post a screenshot of thectable and thecfirst three lines of the notes after obscuring the reference to your address.

[JimM1]

@Simonette As @Chrisee points out take a look at the link post up the details and someone will take a look, as to being a customer off broadband until it is activated then you are not!

While you pictures are clearing do you currently have a broadband package although a lot slower at present with anyone, first picture has cleared so at least Fibre is about but as to can you get it is yet another story!

[Simonette]

 

 

 

 

[TimmyBGood]

@Simonette 

'UG congested duct'

Essentially Openreach is saying it has no way of getting an optical connection to the property without excavation that it's not currently prepared to undertake.

[Simonette]

Thank you all for your answers.

Although I understand, I still don't get how Sky agreed initially. 

It seems that responsibility and respect towards the customers are concepts that no longer exists.

[Chrisee · Accepted solution]

@Simonette when you order with Sky they place an order with Openreach as the database says a new order can be placed but when that order reaches the local team they sometime determine that in practice they cannot supply the connection without major work. It is pretty rare but does happen it is similar if you order a car from a dealer who orders the vehicke from the manufacturer who turns round and says they cannot supply. 

[Simonette]

The City fiber cabinet is 20 feet from my front door, and I already have fiber with my current provider.

Still hard to understand...

[JimM1]

@Simonette You know that you get the right to cancel with certain circumstance, sky also have the same, the service cannot be delivered at present as it is to costly to get to you, it may be fixed and you get later but just now it is not going to happen!

[JimM1]

@Simonette Why did you not say that all at the start, who is your provider at present for your Fibre, and sounds that CF and sky are not up front but OR is the primary arrangement!

[Simonette]

Virgin is my current provider 

[JimM1]

@Simonette Then you have sky either via OR or CF, sky are not offering CF too you for whatever reason, contractual etc, and Virgin is a different company with there own service that only they do!

So now you may have to look at CF direct to see if they will give it to you or through some off the other ISP's if they are dealing that way!

[TimmyBGood]

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@Simonette wrote:

Virgin is my current provider 

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Most Virgin circuits are their private coaxial cable.  If it is Virgin FTTP (which is very rare) then it still cannot be used by either Sky or CityFibre.