Unauthorised Openreach Installation, Safeguarding Breach & Immediate Suspension of 13 January Visit

[hamstring]

Hello,

I need urgent assistance regarding a serious safeguarding and property‑access breach involving an Openreach engineer who attended my elderly mother’s property without authorisation.

Summary of the Issue

• An Openreach engineer entered my mother’s property without permission.
• No appointment had been booked or agreed.
• My mother is elderly and vulnerable, and this incident has caused significant distress.
• I have already raised a formal complaint with Sky, but I have been unable to reach anyone through the advertised messaging service (which repeatedly shows as “unavailable” during open hours).

• Immediate Action Required

  I need written confirmation that the 13 January Openreach visit is suspended immediately and will not go ahead under any circumstances until:

  1. The safeguarding breach is fully investigated.
  2. Sky confirms in writing that no further engineer will attend without explicit consent.
  3. All account notes are updated to prevent any automatic fibre migration or engineer dispatch.

  Why This Is Urgent

  My mother cannot be exposed to further unexpected visits.
  This is a safeguarding matter, not a routine broadband query.

  What I Need From Sky

  • Confirmation that the 13 January visit is cancelled.
  • Confirmation that no further engineer will be sent without my explicit agreement.
  • Escalation of the safeguarding breach to the appropriate internal team.
  • A reliable contact route, as the messaging system has been inaccessible for two days.

  Thank you. I need this addressed urgently.

[JimM1]

@hamstring On a PUBLIC Forum like this then your typed message is going NO further, you are aware of that fact i hope?

Supporting Vulnerable Customers | Sky Help | Sky.com | Sky Help | Sky.com

[SKY1992bf]

@hamstring  This is a customer to customer help forum not sky support therefore your post will not be action on by anyone on here 

[Daniel0210]

@hamstring 

What I Need From Sky

• Confirmation that the 13 January visit is cancelled. The account holder or person acting on their behalf and getting through the security checks can do this. Don't leave it too late otherwise a late cancellation fee of £25 may be applied.
• Confirmation that no further engineer will be sent without my explicit agreement. If you aren't the account holder that may be a problem.
• Escalation of the safeguarding breach to the appropriate internal team. Sounds like this would need to be passed to Openreach ~ if they have such a department 
• A reliable contact route, as the messaging system has been inaccessible for two days. All contact will initially have to be through her isp (Sky).