Advice needed - new sky BB install

wizzywig27

Hi all, I was hoping someone may be able to advise what the process is or if I need to do anything...

Basically I moved into a new address last Friday and arranged to have sky installed today (brand new landline and broadband - but obviously there is a line already installed) - anyway today the BT openreach guy came and said there was a fault on the line and I would need to wait for someone to come and look at it - said it could be today or tomorrow! Does anyone know how this works?

m5rcc

It's a BT line, not a Sky line, so yes, you will have to wait I'm afraid....

wizzywig27

I understand that, what I am saying is he didn't give me any info just said someone would look at it, I mean if tomorrow comes and no broadband who do I contact, if it's not sorted tomorrow that's all weekend with no broadband - plus he was from BT! Hence the BT Openreach!

m5rcc

wizzywig27 wrote: »

I understand that, what I am saying is he didn't give me any info just said someone would look at it, I mean if tomorrow comes and no broadband who do I contact, if it's not sorted tomorrow that's all weekend with no broadband - plus he was from BT! Hence the BT Openreach!

Keep calling BT Openreach. It's BT so expect the worst and hope for the best.

wizzywig27

I thought openreach were non 'customer' facing?! I.e I had to speak to sky who contacted them?

m5rcc

Try 0800 169 3849

spike7451

wizzywig27 wrote: »

I thought openreach were non 'customer' facing?! I.e I had to speak to sky who contacted them?

They do,if your bband & phone are from Sky,then they will have deal with you on BT's behalf. (I did this every working day for a couple years at Sky BBand tier 2)
Problem is where the fault is located.If the fault is between the exchange & you,then it's BT Openreach.If it's in the exchange,then it's BT Wholsale.(just to complicate things)

wizzywig27

He did tell me it was between me and the exchange, so would that be wholesale or openreach?

spike7451

wizzywig27 wrote: »

He did tell me it was between me and the exchange, so would that be wholesale or openreach?

Normally Openreach,but I gather BT have engineers who fix broadband only & others who do phones only,could be your engineer you got today was the wrong one.
Heck,the BT engineer who came to fix my phone fault used MY tools that I used as a NTL engineer as he didn't have a Linesmans test phone!! Which is a vital bit of kit for a phone engineer!!:eek:

wizzywig27

I spoke to sky, who spoke to openreach and called me back, basically the engineer today has not closed the job down, so having to wait until tomorrow! He did mention is a worst case scenario it can be weeks and if so they will credit my account to go and buy a dongle!

macman

It doesn't matter where the fault is-your sole point of contact is with your line rental provider-Sky.
Sky install the TV, BT OR install the broadband and phone.