Broadband install Failure now fixed

JohnSwift10

I had an installer to install and connect my broadband yesterday and after 3 hours of him installing the fibreoptic cable and ONT and router and checking numerous things it does not work.

The ONT has a flickering green and red and green lights and the modem has 2 green lights and my computer says network connection but no internet.

The installer said it is a fault on Openreach's network and Openreach will be in touch but leave the ONT and router plugged in

He then reconnected my Virgin Media router and phone so I am still using Virgin Media.

So I am still paying Virgin Media and they just sent an email that my next bill, £106, is due on 1st July.

So should Sky pay this next bill or at least pay compensation?

Ayr_Rage

How did you arrange the changeover?

Once you ordered Sky did Virgin send you a "sorry to hear you are leaving" message almost immediately?

If you have VM TV services then ordering from Sky may not have cancelled VM services as TV is not included in the OTS service.

As the Openreach and VM networks are not linked in any way, both will work.

MattMattMattUK

JohnSwift10 said:

I had an installer to install and connect my broadband yesterday and after 3 hours of him installing the fibreoptic cable and ONT and router and checking numerous things it does not work.

The ONT has a flickering green and red and green lights and the modem has 2 green lights and my computer says network connection but no internet.

The installer said it is a fault on Openreach's network and Openreach will be in touch but leave the ONT and router plugged in

I would say that it is not that unusual for an new FFTP connection to take a day or two to come online, sometimes it is instant, other times it takes a day or two, often it is installed ahead of switchover and so has time to sort itself out before it is needed.

JohnSwift10 said:

So I am still paying Virgin Media and they just sent an email that my next bill, £106, is due on 1st July.

When does your contract with Virgin end?

JohnSwift10 said:

So should Sky pay this next bill or at least pay compensation?

No to them paying the bill, on compensation it depends, but probably no. There is if they say the provider promises the service will start on a specific date, but with new installs they do not do that, they give a target date and say it is subject to installation going correctly. If you were just switching provider then that is different, but you are not, you are moving from Virgin's network to the OpenReach network, so it is not a normal switch. 

From Ofcom: 
Delays with the start of a new service Your provider promises to start a new service on a particular date, but fails to do so. £6.24 for each calendar day of delay, including the missed start date.

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know

iniltous

Whoever was installing your Sky ( Openreach based ) FTTP ( Sky can do this themselves, Openreach or an Openreach contractor ) they have no reason to even touch the Virgin Media equipment , so them reconnecting it after disconnecting the VM kit seems a little unlikely, as far as compensation for a delayed installation ,you  possibly may be entitled to the Ofcom rate for failed  delivery (if Sky are a member of it ) , but £106 the amount of want ( the amount your next VM bill ) will be nowhere near the compensation for a delayed install unless your lack of service continues for a couple of weeks, you state the installation failed yesterday so why do you expect so much compensation ….aren’t you are jumping the gun somewhat, expecting £100’s in compo , you may be working tomorrow for all you know .

If your VM is still working and they understandably want laying for that ,  then that’s between you and them , if Sky used OTS then VM should know you are leaving and as stated , you should have  received a ‘sorry you are leaving communication’ , if you haven’t , then that suggests the OTS wasn’t used , so even if the Sky FTTP  was already working and not delayed , you would be liable for the Virgin bill anyway , so it’s difficult to see what your issue is …..presumably you are happy to at least have some service rather than no Sky and no Virgin .

JohnSwift10

An Openreach engineer came and spent over 2 hours trying to get my internet to work.

He eventually found out what was wrong, someone forgot to plug something in when the pavement was dug up and the fibre optic cable was installed.

Whoever was installing your Sky ( Openreach based ) FTTP ( Sky can do this themselves, Openreach or an Openreach contractor ) they have no reason to even touch the Virgin Media equipment , so them reconnecting it after disconnecting the VM kit seems a little unlikely,

The installer reconnected my Virgin Media equipment because he was being helpful to an 80 year old whose arthritic fingers were having problems doing so.

Ayr_Rage

JohnSwift10 said:

An Openreach engineer came and spent over 2 hours trying to get my internet to work.

He eventually found out what was wrong, someone forgot to plug something in when the pavement was dug up and the fibre optic cable was installed.

Whoever was installing your Sky ( Openreach based ) FTTP ( Sky can do this themselves, Openreach or an Openreach contractor ) they have no reason to even touch the Virgin Media equipment , so them reconnecting it after disconnecting the VM kit seems a little unlikely,

The installer reconnected my Virgin Media equipment because he was being helpful to an 80 year old whose arthritic fingers were having problems doing so.

Have you ascertained the status of your VM contract?

iniltous

JohnSwift10 said:

An Openreach engineer came and spent over 2 hours trying to get my internet to work.

He eventually found out what was wrong, someone forgot to plug something in when the pavement was dug up and the fibre optic cable was installed.

Whoever was installing your Sky ( Openreach based ) FTTP ( Sky can do this themselves, Openreach or an Openreach contractor ) they have no reason to even touch the Virgin Media equipment , so them reconnecting it after disconnecting the VM kit seems a little unlikely,

The installer reconnected my Virgin Media equipment because he was being helpful to an 80 year old whose arthritic fingers were having problems doing so. 

The point is they shouldn’t have disconnected it , so there woukd be no need to reconnect it , if you took it upon yourself to disconnect it , then you were fortunate that the OR tech (or Sky or contractor ) wa willing to reconnect the Virgin kit that you disconnected 

The point is they shouldn’t have disconnected it , so there would be no need to reconnect it , if you took it upon yourself to disconnect it , then you were fortunate that the OR tech (or Sky or contractor ) wa willing to reconnect the Virgin kit that you disconnected 

iniltous

The point is they shouldn’t have disconnected it , there would be no need to reconnect it , if they never touched it in the first place, if you took it upon yourself to disconnect the Virgin equipment yourself , then you were fortunate that the OR tech (or Sky or contractor ) was  willing to reconnect the Virgin kit that you disconnected 

JohnSwift10

Ayr_Rage said:

Have you ascertained the status of your VM contract?

Originally the broadband was supposed to be installed in March and my contract with Virgin ended at the end of March and they charged me an early termination fee of £10.10 on 1st May bill as I was still using their broadband and that should have been that.

However Sky delayed the install by a month so I had to pay Virgin on the 1st June the full cost of my broadband and TV plus all the discounts I had been given 18 months ago so Virgin took a  DD of £106+ on 1st June and have just sent me an email that they are going to take the same amount on 1st July 

However since I am paying 1 month in advance I hope I do not have to pay on 1st July.

My phone is now switched to Sky, when I dial 150 I get welcome to Sky instead of welcome to Virgin Media.

I have also sent back all Virgin Media's equipment

All this would have been avoided if Virgin Media had removed my TV box which I never watched in the 18 months I had it and just given me broadband on it's own for a comparable price that I could get FTTP but no I had a TV box and couldn't get broadband on it's own.