Update on your Full Fibre order - We've finished planning and we expect...

[Installer1]

Most recent email from Open Reach: We've finished planning and we expect the work outside to be done by Fri 08 May.

I ordered fibre to the house at the start of March 2026. Processed by Sky, two weeks to the installation date.

Open Reach engineer kept the appointment date. Within minutes started by saying the external contractor was not able to get the fibre from the telegraph pole to our property, due to the Ash tree growing around said pole. Fair enough, it is growing around the pole. The nice man went on to say that he would report back that tree pruning would be required, customer to be informed. No cost to customer.

Open reach engineer installed the ONT in our property, did what he could and explained that all further work is external. Linking house to pole…

23rd March, I was informed by email: We've finished planning and we expect the work outside to be done by Fri 08 May.

What really got my goat today 25/3/26 was an Open Reach sub-contractor arrived and connected up fibre to one of my neighbours from the same pole.

No work has been done to clear the Ash tree branches.

Who could I contact, Open Reach say speak to Sky

Sky customer service, past experiences are not very helpful

So, I resorted to a rant on this forum, I know this will not make any difference to my experience but just shows how varied an experience of installing fibre to the home can be. We are all at the hands of some useless sub-contractors to Open Reach.

And to be clear, the Open Reach engineer that visited our property was very polite and when someone actually clears this tree, he is very welcome to return to finish the fibre installation.

[Chrisee]

@Installer1 can appreciate your frustration as Openreach can be be extremly difficult. Contact has to be via Skype but they can only see what Openreach has told them. It is worth trying so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

This page explains more My Post Has Been Escalated – What Happens Next on Sky Community

[Danz994]

Good Morning @Chrisee Thanks for making us aware of this. I'll send @Installer1 an invite now to take a closer look into this. Thanks, Danielle 

[Installer1]

Well, the story continues. Update last week, no longer going to prune some branches near the telegraph pole. Got a message as it's now been decided it's unsafe to climb said pole, they are going to replace the telegraph pole. Message yesterday, now need to seek permission from everyone before any work can continue. So why are other subcontractors working for Open Reach using cherry pickers and ladders on the same pole, to connect my neighbours. This is getting to be a joke. Sky, you need to lower my monthly payments for slow ADSL to match the offer you gave me for Fibre. Why should I continue to pay a higher price for slower internet and put up with a bunch of contractors with different standards of work. 25 years of being with Sky, now I feel like I'm being messed about but still take my money

[Installer1]

update today, 9/4/26 😞        Openreach require permission to work at your or a neighbouring property. The permission may be required from The Local Council, Private Landowners or Landlords. If this is not received the order will need to be cancelled. You will receive a text with an update on your order on 17/04/2026. Will Openreach please contact me directly. Why are more of my neighbours being connected from the same telegraph pole that you have said, "Needs to be replaced" how does that work? I was first told a nearby tree needed a few branches cut?

[Chrisee]

@Installer1 I am sorry this is dtill continuing. As I mentioned previously Sky can only relay to you what Openreach tell them. Openreach will only communicate directly with you when they decide to do so Sky cannot require them to do so. It is unstaisfactory but it is what it is unfortunately.