The worst customer service I have ever encountered

[John+Ca]

Been with Sky for nearly 20 years and they have turned into the worst customer service provider that I have ever had the misfortune to deal with. An engineer was supposed to be coming to our house today to install fibre. Never turned up, no phone call or explanation provided. I have spent the last 2 hours on hold trying to get to speak with someone at this totally inept organisation......I can't even cancel the order or my account online!😡😡😡😡😡😡😡😡 absolutely shocking 

I will be cancelling everything when someone does actually answer 

[Daniel0210]

@John+Ca 

Sky are unlikely to have had any updates from Openreach regarding your installation until tomorrow. Some Openreach staff have been involved in industrial action over the last few weeks which has delayed installations and repairs. This is obviously beyond the control of individual isp's. 

[John+Ca]

This has nothing to do with open reach, broadband is already installed in the property, this is an update to an existing account 

the visit was for a sky engineer 

is it open reaches fault for poor communication from sky?

[TimmyBGood]

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@John+Ca wrote:

This has nothing to do with open reach, broadband is already installed in the property

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Where that's the case, installer attendance typically isn't required.  Do you know what work is actually needed?

[John+Ca]

The master socket needs to be replaced as part of the upgrade from normal broadband to full fibre

[Chrisee]

@John+Ca call Sky and find out what happened.  Engineers get delayed, go sick and have accidents as they are human. You should have been contacted.

It sounds like the engineer was due to fit an ONT unit that replaces the master socket with fibre.in some areas that work is now done by Sky engineers in others its Openreach which maybe the cause of the confusion. Sky should becable to tell you if you call. Dial 150 on your Sky Talk linecfor a free call.

[TimmyBGood]

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@John+Ca wrote:

The master socket needs to be replaced as part of the upgrade from normal broadband to full fibre

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A master socket is rendered redundant by full fibre: as @Chrisee indicates this requires installation of an ONT.  If there's a fibre drop cable to the premises but no optical pigtail brought inside yet, that job requires a fusion-splicing trained operative, who are typically in very short supply.

https://www.increasebroadbandspeed.co.uk/fttp-full-fibre-broadband-installation 

[Mike78]

They are absolutely useless when it comes to customers... Have you waiting on the line for ages and then start passing you around to other departments, hoping you will hang up after 40 mins... I would rather have jeovah witnessing calling to my door instead of sky

[JPR007]

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@John+Ca wrote:

The master socket needs to be replaced as part of the upgrade from normal broadband to full fibre

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@John+Ca It sounds to me like you will actually require more than 1 visit and/or engineer, just the first one has let you down. 

As others have already said, your exisiting copper phone line and associated master socket will be rendered redundant once the fibre link is installed, but it can be quite a bit more involved as is not always simple.

[Chrisee]

@Mike78 Sky's phone system can be infuriating just like so many other large companies.

If you still have an issue post some details here as for many things there are solutions that avoid the need to call.