Sky engineer failed to turn up

[SWH1997]

We have just moved house and booked an engineer to install our broadband at our new house. The visit was booked for yesterday so I took time off of work to make sure I was in. An engineer arrived late and plugged the new router in, but then informed me that he couldn't set it up because someone else would be coming shortly to finish the installation. I didn't see the point in him coming if he was just sent to plug it in, as I could've done that myself, but I didn't question it and then set about waiting for this second engineer to arrive… They never did. Now every time I try to track my order, it says "In progress…". Whenever I try to contact Sky I'm just redirected to a chat bot that's about as much use as a chocolate teapot or advised to post on this forum.

Does Sky even have anyone that works in customer service or do they not care about their customers?

When am I going to have my broadband set up?? We've been 6 days without Wi-Fi now and it's costing us a fortune in mobile data charges.

Can someone please help? We need our broadband connected as soon as possible and we're not prepared to keep paying call out fees for engineers that don't even arrive.

[TimmyBGood]

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@SWH1997 wrote:

An engineer arrived late and plugged the new router in, but then informed me that he couldn't set it up because someone else would be coming shortly to finish the installation.

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'Finish the installation' might be anything up to and including digging a new trench to lay optical cable in.  Typically you wouldn't get an installer attend just to plug in a router, which suggests it's not simple FTTC.

Do you know which broadband product you ordered and how it is being delivered?  This may give some indication about what still needs to be done, which itself helps with establishing a likely timescale.

[SWH1997]

Just a standard Sky Broadband Hub. It arrived on schedule the day before the installation date.

 

[jamesn123]

@SWH1997 

I think @TimmyBGood was asking what package you ordered not what Hub you received 

[TimmyBGood]

@SWH1997 

That Hub model might be used for ADSL, FTTC, G.fast and FTTP, so doesn't narrow things down.  As @jamesn123 indicates, what we're trying to do is establish what form of cabling work might be required.

Did the installer who carried out the inside work mount a white Openreach branded box on your wall, with assorted LEDs on it?

[SWH1997]

I'm not sure of the technical details, the package we have is just the basic Sky Broadband Superfast… Nothing was fitted inside or outside the property, they just plugged the new router in and connected the Ethernet cable into the already existing Master socket then said someone else would be along shortly to activate it.

[Highlinder]

@SWH1997  In your track orders did it say engineer visit or remote activation?

[jamesn123]

@SWH1997 

Ethernet or RJ11 Telehpone cable? Ethernet would suggest it plugs into a white Openreach box on the wall but a RJ11 ADSL cable would go into the while Openreach Telephone socket on the wall. 

[TimmyBGood]

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@SWH1997 wrote:

they just plugged the new router in and connected the Ethernet cable into the already existing Master socket

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Master socket (left) or ONT (right)?

[SWH1997]

Engineer visit

[SWH1997]

Master socket (Left). It's the top middle one with a phone/broadband splitter attached

[TimmyBGood]

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@SWH1997 wrote:

Master socket (Left).

OK, so you're getting FTTC, which makes it rather odd you've had an installer visit at all.

Did the property have a working phone line / broadband before the visit?

[SWH1997]

I believe so, it's a relatively new property and the master socket was installed prior to us moving in.

[Highlinder]

@TimmyBGoodRemember moving into a new property and master socket was already place. But Openreach still had to come out and connect the line up.