Trapped in installer loop: 3 failed visits for Full Fibre

[Frank175]

I am trapped in an appointment loop and need a Sky Community Manager to escalate my case to the high-level network engineering team for an official Openreach/CityFibre Survey.

Installers have now attended my property three times. Each time, the job is aborted because standard installers refuse to tackle the cable route. The property has a front uPVC porch (which cannot be drilled), a solid concrete step, and tarmac ground. The installers agree it requires a proper survey but they simply log it as a failed install and Sky's automated system just books another standard installer.

I have twice requested a surveyor, but standard installers keep turning up. Please can a Sky advisor take ownership of this case, stop the automated installer loop, and arrange a dedicated Network Surveyor to assess the infrastructure path?

[Chrisee]

@Frank175 I can see your post has been escalated however the normal procedure is that the installation team decide if they can complete the job if they cannot they report back to City Fibre who then decides on the next step. If a householder declines the suggested route and no other economic route is possible the network operator will cancel the order. There are literally 10s of thousands of these uogrades done each week and there is very limited ability to handle special cases

The budget for a fibre upgrade will not cover complex work and there is no mechanism for you to pay any excess. I am not awarre that either City Fibre or Openreach for that matter have an exception procedure as you describe. You may have to accept that your property cannot be upgraded. However do ask the escalation team where they get intouch look out for a red and blue icon being added to pages in the firum which you can use to intiate a chat session.

[Frank175]

Thank you for your reply. The installers have said I need a surveyor visit and they certainly think this is available, but all I get is and offer of another install date.  I have tried cancelling the upgrade because I'm quite happy with the service I've got, but I'm being told I have to switch to full fibre by January 2027 because the copper wires are being swiched off.  Is that correct and what happens if I haven't got full fibre by then?

I haven't heard from the escallation team yet.

[TimmyBGood]

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@Frank175 wrote:

I'm being told I have to switch to full fibre by January 2027 because the copper wires are being swiched off. .

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That's not correct: it's PSTN (analogue voice service) which is scheduled to end on January 31st 2027.

However, in some areas Sky cannot provide a digital voice service over FTTC, and in those locations it will be necessary to switch ISP if FTTP cannot be installed.

[Frank175]

Thank you @TimmyBGood and @Chrisee 

I don't think changing ISP will help because as I understand it the only fibre in our area belongs to CityFibre. They engage the contractors to come and do the work so whichever ISP I use I'll presumably get the same people doing the install - is that not the case?

It's actually not a difficult route.  The fibre is right outside our house and the route from there is mostly under a lawn, it's just the last few meters around the porch/doorstep that's become an issue.

I'll try phoning Sky again tomorrow