Sky have been useless

[Gee09]

Moved house and was told to just take my sky broadband and plug it in at the new place, they'd switch the wifi on at a later date, but there isn't a sky port installed in the new place. I've called and spoken  to several agents, the first agent was useless and just said that I was mistaken and an engineer would be out in a day. The next agent said that they'd get me changed over and was promised an engineer to install broadband this week but have had no update yet I am still paying for it. Called again last night as was promised they'd look into it and I would have a call back later that evening- still nothing?
My partner works from home and we need the wifi, I am also paying for a service I haven't had all week. It's terrible. I've been with sky mobile for years and haven't had an issue. I've been with sky broadband for less time but still haven't had an issue until now

[JimM1]

@Gee09 Did you do this all as a home move from sky, linked the help below!

Moving Home | Sky Help | Sky.com | Sky Help | Sky.com

[Gee09]

I did, they set it up as being able to just bring my old router and plug it in but sky isn't set up in this new flat. So I've called about getting it installed and pointed out that I am unable to plug in a router anywhere and that there aren't any Sky/ openreach ports 

[JimM1]

@Gee09 What are you getting from sky if you know, copper phone connected or full fibre! They would have said what but if you need here is the BTW link below to see, just plug in the address for the home, what date for activation did sky give you!

BT Broadband

The above will let you see if there is currently at least some supplied line to the home, and sky use both OR/CF openreach or CityFibre for connections!

[Gee09]

Full fiber I believe. The initial date was 29th for it to be activated after plugging it straight it- obviously because i couldn't do this I called up and the first agent said it would be today that an engineer would come out to look. I had no confirmation of this and no update on this. And the lady I spoke to last night said she had to get someone else to look into this and that I'd get a call back later yesterday evening with a timeframe but again I've received nothing

[JimM1]

@Gee09 Look at the link, it will say the current state of play, although you think FF, if it is NOT in your flat then it all has to be installed, and it can be unfortunate, but if this is a new flat that you are moving into and it had a previous owner, some do take the ONT that OR may have previously installed, and that leaves you high and dry up the creek with NO paddle and OR to fix that one all out!

If one was fitted before, there will be a white cable with a green plug connector lying about where a ONT might have been! should be close to a power socket and sometimes they are tucked away in cupboards, just depends on the home and how/when all installed etc!

[TimmyBGood]

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@Gee09 wrote:

Moved house and was told to just take my sky broadband and plug it in at the new place, they'd switch the wifi on at a later date, but there isn't a sky port installed in the new place. 

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There's no such thing as a 'sky port'.  It's either an Openreach master socket for FTTC or an Openreach/CityFibre Optical Network Terminal (ONT) for FTTP.

Sometimes departing occupants mistakenly remove ONTs on departure: typically there'd be evidence one had been in place.

[Gee09]

This is what I've explain. I've explain that it just needs to be installed- which they've agreed and said it was their mistake. But they haven't given me an update nor a date for this to happen and that's my issue as I need the broadband and I have paid my bill for a service I don't have. 

I've just had no communication and been left in the dark

[Gee09]

I’m not good with tech and that is what I meant, just hadn't a clue the names. Sky are aware there isn't one in place and have said they can instal one but they haven't updated me nor given me a date

[JimM1]

@Gee09 It's upto you now, if you wish to keep asking sky or wait for further information, when there is nothing known there is nothing to give you, Engineer visit to find out what if, or what has to be done that is for sky and you to organise!