Sky q broadband

[Emma1981-]

Outreach came and fitted a new line, the guy said I had a blockage and someone from outreach would be back later that day to clear the blockage. No body came. The new broadband is not working. How do we fix this? 

[Daniel0210]

@Emma1981- 

You'll need to call Sky to chase up a follow-up visit from Openreach not Outreach.

[Emma1981-]

I've tried to contact outreach, to find out when the guy is meant to be coming to clear the blockage, they tell me I have to speak to my provider, which is sky. I've tried to contact sky & seem to be getting nowhere. How do I fix this problem?

[Daniel0210]

@Emma1981- 

Once again, it's Openreach not Outreach.

Whats the problem with calling Sky?

[Emma1981-]

Apologies. It Tells me the department is not open or just sends me go the wrong please

[TimmyBGood]

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@Emma1981- wrote:

 the guy said I had a blockage and someone from outreach would be back later that day to clear the blockage. 

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Extremely unlikely to be the same day...

Where rodding doesn't work, digging can take weeks to arrange (or even months where road closures or pavement excavation is involved)

[Daniel0210]

@Emma1981- 

Apart from when staff are undergoing training I am not aware of unavailability of staff.

What 'department' are you asking for? 

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[Emma1981-]

The lad who came around to fit it, told me they would be round that afternoon around 3pm, why say that if that wasn't the case. I'll try and call sky again tomorrow. 
thank you for your advice and guidance 

[Emma1981-]

Broadband

[TimmyBGood]

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@Emma1981- wrote:

why say that if that wasn't the case. 

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Inexperience, probably.  Generally it's best for installers not to make any such promises as this raises customer expectations beyond what's reasonable.  Openreach is currently attempting 80,000 FTTP installations every week between now and December 2026, so some are going to go wrong.

[Emma1981-]

So you think they'll get to me eventually 

[TimmyBGood]

@Emma1981- 

They certainly aim to do so because delayed activation costs them money.

[Emma1981-]

What's the chances the guy has turned up