problem pulling line

[Lucas28]

Hi, good morning, my internet was not installed, due to problems with pulling the line, because there were trees in the way, I have not had any feedback on what will be done. I urgently need this internet to work.

[TimmyBGood · Accepted solution]

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@Lucas28 wrote:

I have not had any feedback on what will be done. I urgently need this internet to work.

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Typically Openreach (Open EIR in RoI) would need to organise a specialist team, and unfortunately that can lead to a considerable delay.  Sky will only know as much as the network maintainer has told them.

[Lucas28]

He told me he was going to get in touch with Sky, for Sky to send someone to clear the trees, for him to return later to install

[Lucas28]

To date, I have not received any response from anyone about what will be done.

[TimmyBGood]

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@Lucas28 wrote:

for Sky to send someone to clear the trees

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Unfortunately that's incorrect: Sky, like every other similar ISP, has no such personnel and no authority to carry out that kind of work anyway.  Only Openreach / Open EIR has statutory permission* to undertake tasks related to line installation and maintenance.

*apart from some Sky staff qualified for in-premises work such as ONT installation and master socket moves.  ISP staff don't touch external lines, poles, ducts or cabinets.

[Lucas28]

Has Sky been informed about this?

[GD1]

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@Lucas28 wrote:

Has Sky been informed about this?

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As advised it's not Sky's responsibility and as customers like you we don't know what Sky have been told by Openreach.