Switched from ee - issues activating sky broadband

[Ijmaunder]

I Switched from EE, my  order stuck on KCI 3, so Sky cancelled it. However, the Openreach ONT box has a solid green PON light and is fully active. Sky have cancelled the order and I now need to wait to reorder at 2 30pm. What is to stop this happening again?  Do I need  a Community Escalation to Tier 2 to rebuild the order  as it is on an active  line.?  

Any help much appreciated. 

[Chrisee]

@Ijmaunder if City Fibre have cables passing your home Sky will use that network rather than re-using the Openreach connection is that a possible explanation. That would require a new fibre line and fitting a second ONT rather than a simple seitch if just using the Openreach ONT.

Could thst be the problem?