Openreach prioritising BT customers over other service providers during Covid Pandemic

The_Blacklist

Has anyone found similar issues with Fibre Broadband (BB) service provision?
I have just discovered that BT are prioritising their customers over other providers.
I found out that Sky can provide Super-fast Fibre BB October 2020. I requested superfast BB and was given a date in 7th January 2021.
I am still waiting for this to be installed and after two date changes, the new provisional date is 23rd April 2021.
However, while talking to my neighbour, who is a BT customer, I discovered that his fibre BB was installed two weeks ago, even though he requested his service two weeks earlier, when he saw BT installing boxes at houses in the area.
I contacted Sky and was informed that, they are unable to do anything as Openreach has informed them that due to Covid no work is being carried out inside the customers houses. Also, that Sky is unable to update the Openreach system.
If this is the case then it seems that Openreach is giving BT customers priority over other service providers.

I called Ofcom and was informed that they are unable to do anything and I can wait until the service is provided and claim compensation.

JJ_Egan

(I have just discovered that BT are prioritising their customers over other providers.)

Any real evidence of that ??? apart from a few around the corner .

OR are not allowed to prioritize  BT retail .

iniltous

So based on a sample of two, you determine something that , if it were true ( but it isn’t ) would potentially cost ‘BT’ millions in fines, an alternative but much more likely scenario is that Sky haven’t handled your order as well as BT handled your neighbours order.
As an aside , neither you or your neighbour would see BT installing anything, that would be Openreach 

J_B

We have BT landline only - on the two occasions that we've had a fault in the last 6 (?) months, I simply reported it on bt.com and it has been fixed swiftly

So, in my sample of one, the OP is correct

The_Blacklist

JJ_Egan said:

(I have just discovered that BT are prioritising their customers over other providers.)

Any real evidence of that ??? apart from a few around the corner .

OR are not allowed to prioritize  BT retail .

I have talked to the neighbour and has asked me to ring Ofcom and Sky and give his details if required.

The_Blacklist

In response to a number of comments, the Openreach would have installed the BB, but the main point is that the customer was a BT customer.
My neighbour has informed me that I can give his details to both the Ofcom and Sky if required.
However, I will contact Sky tomorrow get full details of the process used by Sky for customers orders.
Also, if Sky are responsible for compensation would they delay the order?

southsidergs

They're not prioritising BT during the pandemic, this will come down to what level of support the providers pay for, quite simply Sky pay for a lower level of support from openreach & BT pay for higher support hence in some cases BT get things done quicker

The_Blacklist

Hope all the people are safe and well. 
I have to report that Sky/Openreach managed to install fibre broadband this month - From November 2020 - June 2021.
This is after 5 visits from Openreach engineers excluding the original survey. Of these five only one used his initiative to get the fibre into the house and had to hand over the job to another engineer to fix the box and connect the router, as he was not authorised to install the box.
This indicated that there is something missing from Openreach management, including the CEO as it takes 5 visits to install a fibre broadband.
Now I know why UK has the slowest roll out of fibre in the developing nations no matter how much money (billions) we the tax payers are giving to BT/Openreach to improve the roll out.

JJ_Egan

Took 1/2 a day for my FTTP install .

nievetegan

I am with Sky and my landline has been out of action since Saturday for the fourth day, also affecting my Broadband. Sky say that openreach only work weekends on BT faults. this seems grossly unfair. We are in our late 70s and rely on our landline

It is impossible to contact Openreach to check when I will get it back and Sky are next to useless in getting any help

southsidergs

nievetegan said:

I am with Sky and my landline has been out of action since Saturday for the fourth day, also affecting my Broadband. Sky say that openreach only work weekends on BT faults. this seems grossly unfair. We are in our late 70s and rely on our landline

It is impossible to contact Openreach to check when I will get it back and Sky are next to useless in getting any help

I'll refer you back to my earlier post in this thread, it's quite possible for Sky to get support at weekends from Openreach as well but they'd need to pay them for the relevant level, it's not grossly unfair it's a fact of what support level they pay Openreach for