Didn;t find one but came across a Sky chat line where I had a long chat with a guy who tried to be helpful but all roads led to Openreach engineer not doing the job.
I asked how I could escalate my problem and was given the following list of numbers to call. I rang Broadband and Talk Tech and got a lovely Scottish lass who was working from home. She was able to look up a log of some sort that said an Openreach enginner had attended on the due date Thursday but was unable to complete the job for unspecified technical reasons. She said another engineer visit was scheduled for Friday. It seems from her experience these things can take a number of days to sort and may take up to next Tuesday..
You may be wondering why I gave up a great BT broadband service 70 down 20 up consistently and no breaks over a couple of years. Simply because BT are lapsing into that old arragont company that thought they could do what they liked with their monopoly. No incentive to stay in fact an increase for the same service and a move to 24 month contracts. They started with 12 quietly moved to 18 and now Its not on BT.
Bunters That list of numbers you were given tends to prove that Sky is indeed taking calls to various if not all departments otherwise the advisor would have said the usual due to the pandemic et etc. Your issue is in the hands of OR and the availability at your local cabinet and exchange, not an ideal situation but if a Sky Employee on here spots this post they may escalate it.
TechmanagerMal Well you may be right that someone has escalated it. I now have no broadband at all since it appears OR have cut off my BT broadband service. Sky have advised me that they will update me on 6th August. Big deal. They ignore the fact that my concern and worry is not having any broadband for at least 3 days. I am very tempted to cancel this order and go elsewhere. Let me say at the outset that I am still convinced Sky people are intrinsically good.
Their processes however are apalling. Despite numerous emails and phone calls I am still without a broadband service from either Sky or my current supplier BT.
I am without BT because Sky asked Openreach to disconnect me??? You are all going to like this one especially TechmanagerMal. After many calls I was lucky to come across a very nice Scottish man who explained that after investigating the problem with Openreach he unfortunately had some bad news for me.
I expected further delay but was astounded by his next statement when he said Sky would not be able to supply the Fibre broadband they cheerfully sold me! So much for Sky due diligence when they sold it to me. I am now awaiting Sky to provide me with a basic copper service so that I can invesigate getting someone else to provide the fibre service or crawling back to BT.
You will have guessed though that providing a copper service is not straightforward either as a nice Scottish lady rang and told me today. She said it takes a lot of time because the current fibre order has to be cancelled and a new order raised Oh no she said it will probably take longer than that!!
I'm in a similar position. I moved house and took my sky services with me. Sky told me there's a broken floor which has uncovered some asbestos at the local exchange. After 2 weeks sky still can't tell me when the repair work will be completed.
They keep telling me openreach will update them in 48 hours and every 48 hours I call and they tell me what I already know. Surely an update would suggest new information? Isn't the first questions you would ask be something like can it be fixed and how long will it take? I'm getting another update on Monday and I pretty sure I know what they're going to tell me. A sky representative told me a sad story about somebody who hadn't had their broadband connected since March so my 2 weeks is nothing to complain about.
I tried playing the critical worker card and the response was 'at least you're not sick! Apparently it wouldn't matter if I was. I appreciate everyones a bit stretched at the moment but openreach would still have done an analysis of the situation and would know a ballpark timeframe in which they could complete the work. This is a new fibre line, although the phone line is existing, and I had an activation date of 15th October.
The broadband still hasn't been activated and every time I call they tell me that Openreach have discovered a fault on the line, an engingeer will investigate and they push the date back by another days. All of these updates are readily available when I call up but there's nothing in my message centre. Openreach are so completely non-transparent and seem to face almost no consequences and no one at Sky seems to be pushing for this to be activated.
I also looked to make a complaint and it just takes me to the same phone switchboard which you call for all other queries and can't be done online so I'll be having to get out my pen and paper and send it in.
Absolute rubbish. I gave up in the end and moved to EE. Sky do not understand customer service and most certainly do not understand the principle of quality embodied in the goal of "Get it right first time, on time and every time". They seem to think that throwing money at it in the form of automatic compensation is the way to fix things.
The major and refreshing difference I found with EE was that I had a single point of contact with a direct email and phone number.
The person looking after me was very efficient, responded quickly to emails and had the authority to get things done. I might add these comments relate purely to Sky broadband and not Sky TV where I have had the opposite experience thankfully. The comments also do not reflect on indiviual Sky people whom I have always found very personable. Sky broadband problems are purely down to poor procedures and lack of problem management, not to mention what looks like a non existant or toxic relationship with Openreach.
Today I got a text saying they'll be in touch on 17th as there's no space in the green cabinet, but an hour later I got a text the internet is now active. It's still not working though, the green light for WiFi is there but nothing for internet.
Is this normal and how long after the sms do the services usually come on? This can sometimes happen if too many people in your area subscribe to fibre as there are only a certain amount of fibre ports on the cabinet. It may be that you need to stay on ADSL broadband until there is more space in the cabinet. I've flagged your post to Sky so look out for an email or message on the forum. Hopefully Sky will either be able to advise you of an activation date or put you back on to ADSL broadband.
But its still not working and the internet light on the hub is off. Do you know how long can it take after the text for the service to be up and running? Or there's an issue with it, as it should be straight away after you get a text from sky saying it's active.
Thanks a lot. The same thing has happened to us- after over two months of waiting for broadband activation pending I'm told there is no ports in the green cabinet and OpenReach have rejected my order Apologies jamesn - this request on progress should have been irected to Deanna We know how important your broadband is.
So here are our top tips to staying connected when you need it most. Here are our tips to staying connected when you need it most. About Sky Community Offers. Whatever your reason for switching providers, installation times for internet provision vary depending on which company you choose, whether you need to have a new landline phone line installed and where you live.
This page will tell you everything you need to know about getting connected; what to expect from the process, how long it might take in your case, which companies are better for fast broadband installation and even what happens when broadband is installed during COVID lockdown. Whatever provider you choose for your new internet connection, the process for installing a fixed-line connection is similar:.
The quickest broadband installation you can expect is waiting two weeks. If you already have a landline installed at your home, your wait may be shorter, as it might be possible for you to self-install without help from an engineer. If your situation is more complicated, you will have to wait a little longer to have your service connected. There are also common delays, which we explain further down this page. During COVID lockdown in the UK, the majority of broadband switches have been going ahead as planned, with customers and engineers adhering to social distancing rules.
Many of us have found it necessary to upgrade our internet to handle the demands of home working or homeschooling during lockdown and some great new deals have been made available by the big UK providers.
Talk to your provider about this before signing up to a new deal. For a more in-depth look at what to expect during lockdown , read our guide. The only exception is where you switch to an ultrafast fibre-to-the-premises service, where in-home installation is usually required.
Check broadband in your area. BT will confirm how long installation will take when you place an order, agree a date for your services to be installed and tell you whether or not an engineer needs to come to your home. The brand sometimes offers special deals where installation costs are waived, however, so look out for these to save some cash.
This will be sent via Royal Mail and should arrive between 7am and 6pm the day before your activation date. You can easily connect the hub yourself. Check BT availability. If you have an existing line, your activation date will be approximately 15 days after you place your order. A date for an engineer to visit to install your broadband will be arranged when you place your order - this is usually within about two weeks.
Check TalkTalk availability. Sky normally takes about two weeks to set up a new broadband connection. Once you have ordered the service you want, Sky will confirm your activation date. You can also track your order online. Check availability at Sky. Getting Virgin Media installed is a bit different, as the brand has its own network, separate from the Openreach network used by other providers. In either case, you will be sent a straightforward self-installation kit and you can be up and running within as little as four days of placing your order - making Virgin Media the quickest company to install home broadband.
Check Virgin Media availability. You need a new phone line: Most properties have had a BT landline installed at some point, which will be required by any provider operating on the Openreach network everyone except Virgin Media and Hyperoptic.
The builder should register the property or you can contact Royal Mail yourself.
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