Sky fibreoptic: beware - they have no control over over BT openreach

mylilangel

BT open reach is the only service which installs and manages fibreoptic in this country, for all other providers.

Already a sky TV, PHONE and broadband customer for 2 years, ordered fibre online with managed install (means they connect everything to your computer and check it's working). Given a date for install. Engineer arrived who belonged to a company subcontracted by BT. Refused to do a managed install, just rushed things through and in the process messed up my burglar alarm telephone set up. Installed OR modem, and said job done and disappeared. Said sky has to do the rest, that is activate the fibre!!

Contacted sky, they admitted immediately that this was a incomplete install. Very helpful person over the phone, did a webform request as per their SLA requesting BT to complete. Assured it will be done same day or best next day morning. Had 2 updates from him, he was unable to get a reply from BT. Next day, again he called to check if BT came, obviously no. He had no options but to fill in more webforms and waiting for BT to reply. After numerous phone calls, and speaking to a different person everytime, they now admit that their SLA does not allow them any more contact with BT than just sending requests. So they are not sure when the install will be complete.

Meanwhile, my old broadband is off. However, 2 call cente people Tracy and Julie claimed that it is still active and I should plug in my old router. Only a 3rd person admitted that it does not happen this way. When specifically asked if they would provide me mobile broadband, they accepted to offer £25 credit. But no mobile reception at home.

if i continue, not sure how they will organise any repairs if needed in the future. I have been told that they are more than happy to cancel my order, I am sure they are very keen now.

So beware of ordering through a different provider on BT's network.

DantheMan

Do you remember the name of the contractor? there may be an avenue of complaint there whereby they haven't done the install correctly, even though you are not a BT customer you could threaten to complain to BT about them. this would result in them possibly losing work as they have x number of complaints against them.

I would always make sure to get names of sub contractors and there employees that do any work, make it especially clear to them that if the job isn't done right.. you're gonna complain.

reclusive46

WOW awful experience. The BT openreach guy that setup my sky fibre install was amazing, they even replugged in my Apple Time Capsule and disabled the wifi on the Sky router, so the Time capsule was the only one broadcasting.

chanz4

anova normaly do bt bb setups

mylilangel

Thanks for the replies. Don't remember the name, sky have already complained apparently.

yangptangkipperbang

mylilangel wrote: »

So beware of ordering through a different provider on BT's network.

I have said this several times on this site and my words have been pooh-poohed by the resident "experts".
Having dealt with telecomms providers before I retired I know that when push comes to shove, contractual obligations go out of the window. You look after yourself, or your biggest customer, first !

Generally, the after sales service provided by the majority of ISPs is pretty dreadful. They don't seem to care if you take your trade elsewhere because they know that a dissatisfied customer from another ISP will soon take your place -
.............and of course it is all to easy to "blame" good old BT/Openreach as a last/first resort.

I have always had my 'phone line from BT and have just changed my Broadband to them after 9 months of beating my head against a brick wall called O2.

Deal with the organ grinder, not the monkey and if you pay peanuts - guess what you will get ??

PS: My BT Infinity 2 is superb, it was forecast to give me 65mbs, I am usually getting in the low 70s - the slowest has been 30mbs.

chanz4

yangptangkipperbang wrote: »

I have said this several times on this site and my words have been pooh-poohed by the resident "experts".
Having dealt with telecomms providers before I retired I know that when push comes to shove, contractual obligations go out of the window. You look after yourself, or your biggest customer, first !

Generally, the after sales service provided by the majority of ISPs is pretty dreadful. They don't seem to care if you take your trade elsewhere because they know that a dissatisfied customer from another ISP will soon take your place -
.............and of course it is all to easy to "blame" good old BT/Openreach as a last/first resort.

I have always had my 'phone line from BT and have just changed my Broadband to them after 9 months of beating my head against a brick wall called O2.

Deal with the organ grinder, not the monkey and if you pay peanuts - guess what you will get ??

PS: My BT Infinity 2 is superb, it was forecast to give me 65mbs, I am usually getting in the low 70s - the slowest has been 30mbs.

used to work for bt home it, broadband is good until it goes wrong although very over priced

mylilangel

BT OR engineert came today first thing in the morning. He was a proper BT OR person, not subcontractor. Very professional, apologetic and even wore shoe covers.



Got my fibre working strightaway, checked all the wiring. He was surprised to see the mess the contractors had made. He said that my internet would have got disconnected whenever I would have received a phone call on my landline. He sorted everything, and my burglar alarm has regained its dialing ability on intrusion.



He mentioned that they could have also easily moved my OR modem near to the place I would have wanted the router. I will probably just purchase a long ethernet cable and leave the OR modem where it is.



He rechecked all lines before leaving and apologised again.



Very pleased with his professionalism, and thanks to sky fibre team for sorting this out within reasonable time.



Manish.

Buzby

Are you sure you 'got fibre' ? Not the same poxy copper cable query one lose gets?

Jamie_Carter

Apparently Sky, O2, and I think one or two others are starting to set up their own fibre networks. But it depends on what area you use, as to which network all of the customers use.

I think Virgin Media is the only company who has it's very own fibre network, and doesn't share it. Although I don't know why, as Virgin Nation uses BT phone lines in areas where there is no Virgin cable.

Jamie_Carter

Buzby wrote: »

Are you sure you 'got fibre' ? Not the same poxy copper cable query one lose gets?

The cable that comes into your house is copper whoever you use. The fibre only goes to the node with Virgin Media, and to the cabinet with BT.

If you want fibre to your house then it can cost an absolute fortune to install, as it is designed for businesses.