Openreach help

Spikie

Hi all

We've always had slow broadband, even using Fibre (3mb on a good day), but it has suddenly plummeted.

So we told Sky, who did lots of checks remotely and said everything was perfect and that was just the best we will get (the fact it had dropped from 3mb to 1mb over 24 hours apparently is normal to them).

So on a whim I checked the Openreach site, in case any cabinets were being added near my house. They have (and had had for the last 2 weeks) noted that they are working on my cabinet. I have emailed them to ask them when they expect the work to be done and whether they intend to give us actual Fibre speeds, got a reply saying 'give us 5 days and we will reply'. Well after 10 I asked them when I could expect a reply. It has now been 14 so I have emailed again, but I feel I am getting nowhere.

Any suggestions as to how to make them reply? All I really want to know is whether the work will put me back how I was (which is bearable) or whether what Sky say is true and it is just a sudden uptake in customers earlier on the cable. If 1mb is now my full speed I need to think about mobile broadband or similar (open to suggestions from you all on that front, my mobile gets much much faster speeds than we have ever had through Fibre, but I don't like the cap as I hate having to watch what I am doing with downloads etc...).

Thanks all (I admit that was part rant...).

Fortyfoot

Ring them, 0800 023 2023

Fortyfoot

littleboo

Are you sure that you're actually on a fibre product with those sorts of speeds?

onomatopoeia99

You are not an Openreach customer, you hav no contractual relationship with them. Your complaint should be directed at your ISP.

drphila

onomatopoeia99 wrote: »

You are not an Openreach customer, you hav no contractual relationship with them. Your complaint should be directed at your ISP.

Absolutely.

But it amazes me that given the huge leverage Sky has, through the millions of contracts it gives to Openreach, it seems to show very little willingness to bring Openreach to heel for the lousy service it sometimes provides.

tberry6686

drphila wrote: »

Absolutely.

But it amazes me that given the huge leverage Sky has, through the millions of contracts it gives to Openreach, it seems to show very little willingness to bring Openreach to heel for the lousy service it sometimes provides.

Sky have little or no leverage over openreach. In fact it is the opposite. Sky piggybacks on to the openreach network and has no network of it's own.

For sky to have any leverage it would need to start installing its own network at a cost of £billions. Not going to happen.

drphila

tberry6686 wrote: »

Sky have little or no leverage over openreach. In fact it is the opposite. Sky piggybacks on to the openreach network and has no network of it's own.

Sky has to use Openreach, of course.

But no leverage against a sub contractor you're paying millions of pounds a week to??

There are many ways to leverage a sub contractor you fund to that degree, even if you're forced to use them as a monoply provider. Delayed payments, for example.

DUTR

drphila wrote: »

Sky has to use Openreach, of course.

But no leverage against a sub contractor you're paying millions of pounds a week to??

There are many ways to leverage a sub contractor you fund to that degree, even if you're forced to use them as a monoply provider. Delayed payments, for example.

Your 'issue' is with your ISP, the new cabinets does not necessarily mean a change in service that you already obtain, they advertise speeds as up to and that depends on the contention ratio at the time of usage If you hadn't noticed cabinets being installed (which maybe empty at present or not brough online) then what would you do?

onomatopoeia99

tberry6686 wrote: »

Sky have little or no leverage over openreach. In fact it is the opposite. Sky piggybacks on to the openreach network and has no network of it's own.

Sky have a contractual relationship with BTW(holesale) and that gives them leverage because BTW have obligations under that contract to provie a service to a certain standard. They (Sky in this case) can, ultimately, start legal action for non-performance.

In my experience this gets things moving inside the BT group of companies.

iniltous

There is absolutely no evidence that Openreach are not delivering what they are contracted to supply the CP (Sky) with...if the loop conforms to SIN 349, which Sky in effect are saying it does.
The OP is a customer of Sky (not Openreach) and should direct any enquiry through them, ...TBH , it's difficult to see why the OP would purchase a FTTC service that was delivering a supposedly satisfactory 3Mb/s , they must be a significant distance from the FTTC cabinet, I wonder what ADSL2+ would deliver on the same line.

Obviously Sky as a large purchaser of OR products have leverage, but if they are unhappy with their supplier they could always build a network of their own , but there is little sign of that ever happening.