Is there any reason why you wish to go with Sky?.. The problem with the order is delt with by the isp and not you. OR won't complete things unless they are chased, and sky aint doin that.

In reply to a post by Fastman3:

if it is a routing issue the kepping the current order open wont help - it need to be fixed and then reordered then it will get ordeded to the right route

if that is the reason

bit odd frankly

The thing is that someone at Sky in their Customer Priority team read out the Openreach notes and literally it said to place a new order and then and only then, they can start planning the work.

This is the 4th order at least that has been placed now, it's took us this long to get to the point where they've eventually established it is a routing issue. Every time it seems the issue is resolved, a new order is placed and another issue is found.

What it really needs is someone in OR to take ownership of the issue and deal with it, which is exactly what someone in Sky said to me today. But instead we're seeing things bounced backwards and forwards between various parts of Openreach and this will be the 4th time the order has had to be put in now.

It's already a Sky Line on ADSL2+ and there's a discount to be had for a multi-play bundle, and the ADSL2+ has been rock solid for many, many years.

It's actually my father's line, he's recently had a serious operation and I have to care for him until he has the second part of his operation that has been delayed by COVID. Literally TV and internet is all he has as he is not able to go out.

Since I'm having to be her I need to use the connection to work from home when I am providing care as we do not have it every day. The upload speed is not really sufficient for that and also if he's streaming something the connection is too slow for me to work from home easily.

I agree it should be chased up by them, but they are proactively updating me recently, but I'm not quite sure they are pressing the right buttons because they seem to be reactive to Openreach rather than proactive in trying to push the right buttons to end this circle.

Edited by deleted (Tue 01-Sep-20 23:40:30)

Fair enough. But it does seem that sky is messing up badly here, i'd do what others have said now, and pester Clive Selley, i don't like suggesting it though.

You could go via the or form which says "i can't get broadband" ..

But once again, you shouldn't be doing this it should be sky sorting it out. With your situation it very much annoying you have put up with this amount of new orders.

Email the CEO Clive Selley, explaining the time line, what's happened so far and yours and your fathers situation, be polite and to the point. What's happened is unacceptable, but does happen from time to time.

I had a similar problem years ago with Plusnet, they were constantly being given the run around by OR, which meant I was going round in circles with PN support. One email to the CEO and it was fixed within a week, I think overall it had taken two to three months. I sent the email on a Sunday afternoon, had an email back in half an hour, the next day I had a call from someone at PN who then handled everything, he told me that a CEO level complaint gives them much better control, they basically get to deal with someone much higher up the chain at OR. Given Al the reasons I was given for the fault, it was amazing it was then fixed so quickly - by Thursday.

In reply to a post by R0NSKI:

Email the CEO Clive Selley, explaining the time line, what's happened so far and yours and your fathers situation, be polite and to the point. What's happened is unacceptable, but does happen from time to time.

I had a similar problem years ago with Plusnet, they were constantly being given the run around by OR, which meant I was going round in circles with PN support. One email to the CEO and it was fixed within a week, I think overall it had taken two to three months. I sent the email on a Sunday afternoon, had an email back in half an hour, the next day I had a call from someone at PN who then handled everything, he told me that a CEO level complaint gives them much better control, they basically get to deal with someone much higher up the chain at OR. Given Al the reasons I was given for the fault, it was amazing it was then fixed so quickly - by Thursday.

Had another call from Sky this morning, guy on the other end of the phone was frustrated with the issue and had a mini rant about Openreach and was more vocal than even I am!

Have just sent Clive an email. Sky are going to put forward the new order as asked to do so alongside very clear indications of what they expect.

Don't forget to update us with how you get on.

Will do - outlined situation in the mail and said I don't expect miracles but I do expect some progress and for someone in OR to take responsability for what needs to be done on their side and see the matter to a close.

Got a short email from high level complaints saying they have no order to provide Fibre at the address and until there is they cannot do anything (having themselves cancelled the old ones).

They asked me if they could contact the Sky executive team and will liaise with them which I agreed to. Didn't answer any of my points so far.

Have told openreach that there is no order because they closed it down several times which I already stated.

Edited by deleted (Thu 03-Sep-20 18:51:58)

I think, as many do, that you do get a speedy result, and do keep us informed.