Two engineers?

[Joris]

A Sky engineer came round today to set up the internal components of our broadband setup.

He said normally the wire coming from the telegraph pole would be ready for him to connect but it is still coiled up on the pole. Meaning the installation is not complete yet.

This is not a step listed on the order tracker though? When can we expect this to be connected?

[TimmyBGood]

@Joris 

Sky personnel wouldn't be trained, equipped or permitted to access a pole: that's Openreach territory.

[Joris]

Oh I think I know what's happened then.

I got a text from the openreach people saying they would be round to visit between 8 and 1.

I assumed that was the engineer who visited earlier, but that must be the Sky one who turned up unannounced with the Openreach one yet to come.

Cheers

[Chrisee]

@Joris where Openreach engineers are assigned to a fibre install they do both parts often in one visit. However as you got a Sky engineer Openrach will need ro send an engineer to run the drop cable and install  an external connection box and joing the internal fibre pigtail to the external fibre cable. This should happen automatically but as a precaution I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to check this has been booked properly. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Joris]

My broadband was supposed to be installed on Tuesday. A sky engineer came and he installed all the internal bits, drilled the hole, etc. 

He was expecting the cable to have been brought down from the pole on the street but it wasn't. Said someone would come to connect that, something I didn't need to be home for as it's all external. 

That appointment was today and I stayed home just in case. They sent another sky engineer rather than an openreach one, which means nothing has been connected after all...

What can I do to get this sorted? I need broadband for my job and this situation has been extremely inconvenient.

[Chrisee]

@Joris the Sky engineer should areange for Openreach to complete the cable run without you needing to be around but you can call Sky to check that however leave it until later today so Sky will have had a report from their engineer.

[cookiemonsteruk]

@Joris 

Post has been merged with your original post

[cuke]

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@Chrisee wrote:

@Joris where Openreach engineers are assigned to a fibre install they do both parts often in one visit. However as you got a Sky engineer Openrach will need ro send an engineer to run the drop cable and install  an external connection box and joing the internal fibre pigtail to the external fibre cable. This should happen automatically but as a precaution I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to check this has been booked properly. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

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@Chrisee 

I wish, with reference to the other thread. We had the OR engineer arrive, unannounced, on Wednesday and he installed all the external works to our property and informed us a Sky engineer would be visiting to complete the internal works. The BT Broadband checker stated a 1 stage install process.

But as I'd received a text from Sky to 'bring me good news' our  Sky engineer visit had been brought forward from Tuesday to today we didn't challenge that and left it for the Sky engineer to call today and the text stated between 08:00-13:00.

So far no engineer and no communication from Sky today when this engineer will be turning up.

Hopes are beginning to be dented that our fibre will now be connected.

[Joris]

@cuke  I wish I could get an OR engineer to visit 😅

[cuke]

@Joris I think I might have had yours 😉

@Chrisee  I rang Sky help and they informed me that an engineer should be visiting on the 13th January, as the order states. No surprises there, but at least we asserted that OR hasn't marked the job as completed.

Perhaps the 9th(today) was for OR and they came early?

However the text from Sky for today's visit clearly stated an engineer from Sky.

[Chrisee]

@cuke the communications can get messed up but it looks like things are moving forward.

[cuke]

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@Chrisee wrote:

@cuke the communications can get messed up but it looks like things are moving forward.

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Everything is crossed here...

[cuke]

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@Chrisee wrote:

@cuke the communications can get messed up but it looks like things are moving forward.

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Well I have now had three notifications from OR that they are coming tomorrow, not Sky. Two text's over the weekend and a automated phone from OR just now, so I'm pretty confident our fibre will be up and running....

[cuke]

Update #3

Not one but two SKY engineers turned up this morning, I feel like royalty. All went well and the hub is reporting good speeds: