Delay with Broadband & Line connection

Barnby

I moved into a new build property on 22,nd July and had an application with sky on a home move in place. It's now 28 October and am still waiting for my broadband and phone line to be connected. Sky blame Openreach as there is "cabling work to be completed" I have had this excuse for about 6 weeks. I had an appointment to be connected (3 text messages received) for 1st September but engineer never arrived. Sky told me Open reach cancelled the appointment the previous day but they never told me. I get weekly updates from Sky but always the same "cabling work to be completed" . Sky allocated me a telephone number on 26th August. It's not possible to contact Openreach and sky just give me the same story 😥
HELP PLEASE.

Barnby

17th November update.....still nothing. Sky keep telling that Openreach inform them that off site work is continuing. How long can this go on. I am going to put Broadband and a telephone line on my letter to Santa. ��

boatman

https://forums.moneysavingexpert.com/discussion/5552775
Look at this thread.

lee111s

I fear I'm going to be in the same position.

Order placed but there's no line plant available.

We move on 30th November but Openreach won't provide a commitment date.

lee111s

boatman wrote: »

https://forums.moneysavingexpert.com/discussion/5552775
Look at this thread.

Totally different issue.

Barnby

Update 8th December. Openreach still cannot give me a connection. Next report 21st December. "Awaiting on site duct work" This has been going on for 5 months. Anybody any ideas how long it takes to get a phone line/broadband connection.

iniltous

Barnby wrote: »

Update 8th December. Openreach still cannot give me a connection. Next report 21st December. "Awaiting on site duct work" This has been going on for 5 months. Anybody any ideas how long it takes to get a phone line/broadband connection.

New sites can have issues that more established areas don't, generally OR need the developer to contact them well before they start the development, not all developers contact OR, or contact them with little or no notice of the first buyers moving in.
Generally the on site work (building joint boxes, laying ducting to the property's etc) is done by the delevoper (but paid for by OR) a delay here could be the developer giving the work a low priority, or OR slow to deliver stores (duct, joint box frames and covers etc)
Sometimes an area is developed where little or no 'spine' network exists, so the site work could be done, but there isn't a spine network to connect it to.
All the above can cause significant day, and unfortunately you will probably not know for sure who is responsible for the delay, the developer not contacting OR, or not installing duct and boxes in good time, or the developer did advise OR in plenty of time but OR were slow in sending in a new sites rep to lease with the developer etc.
If the development isn't close to existing 'network' and significant money needs to be spent to provide this 'spine' then that can take quite a while to plan and then even longer to build, if the delay runs into months, it's probably going to be a lack of network rather than 'on site' work causing the delay

Barnby

The delay is purely Openreach. The developer and the local Openreach contact with the developer see no reason why we cannot be connected. Off site ducting work is current excuse. Have got meeting with local Openreach rep on 19th December.

iniltous

Barnby wrote: »

The delay is purely Openreach. The developer and the local Openreach contact with the developer see no reason why we cannot be connected. Off site ducting work is current excuse. Have got meeting with local Openreach rep on 19th December.

Has anyone else on your development already have service (from any provider TT, BT , Plusnet etc.) are there others in rather same situation as you ? or are you the first or only 'applicant' ?
If the OR newsites rep says there is no reason why you cannot be connected then why isn't he or she calling off your plot as ready ?, that is the key for your individual address to be be visible as ready for service, personally I doubt if it's the case that you could have service it's just systems or incorrect 'data' that's stopping you getting service
It can be the case that the local cab (PCP) is at capacity , or pretty close to capacity, then a developer builds within that cabinets boundarys and obviously that creates demand that the existing infrastructure cannot satisfy, and this can be time consuming and expensive for OR to rectify

Haylescom

We're in a new build property and Openreach took 8 months to complete the job. In that time contractors were sacked, jobs were redone and we were lied to several times by Openreach, specifically when they blamed the delay on not having permission granted from the council to dig up the road when actual fact they had made no such request.
Service provider made no difference; we're with sky and next door are BT but we were connected on the same day. I'm afraid I can offer my sympathy but not a lot else as complaints to Sky, Openreach and Ofcom didn't get us anywhere. I have had email correspondence from Openreach where they have still fobbed us off as the whole situation just taking *a little longer* than it should have done.
Good luck.

Barnby

Iniltous & haylescom...thanks for your input. There will be a total of 120 properties when site is complete. About 80 -90 currently complete and mostly occupied. Site manager and the builders Contract manager say people are being connected within a week in some cases and can see no reason for our delay. We know all neighbours in our Close of 6 properties are connected. Sky allocated me a number in August. I Have today spoken to the Openreach (yes they do exist) rep for the development he is going to look into it on 20th December and ring me. (On mobile!!) He also cannot understand the delay. I suspect its some stupid admin problem as surely it cannot take 6 months. Can it???? Sky just relay the messages on the Openreach web site which they have access to which really doesnt help. Nobody talks to anybody to sort it out. Until today.