Sky have updated me following an investigation and an extensive internal meeting about the situation which reviewed all orders and communication between all parts of Sky and Openreach.

I has been confirmed that Openreach have very recently changed the line status on the live system to Exchange Only and this is a result of a failed network rearrangement which missed out the lines in question which has prevented Sky from placing a new order for the service which resulted in the database being incorrect. This update has not yet been pushed to the Openreach and BT Wholesale checkers as it was very recent which is why they still show Cabinet 1.

Sky have also stated that the communications from Openreach's high level complaints department have left a lot to be desired and have reported that they have been both evasive and unhelpful and there has been a high level of contradiction from Openreach the whole way through. He also read some of the communications that they had received from Openreach out to me which I will not post here, but suffice to say it paints OR in a very poor light.

The Sky position is currently that they are unable to progress this further until Openreach connect the line to the cabinet and fix their mistakes from all those years ago. This does not effect my next door neighbours, who were not missed. Until Openreach change this Sky are snookered. He said he's come across this before and there's no way they're going to dig the road up for one person, but since they said they would do it, then I need to make sure I do everything in my power to force them to follow through on that.

It's also highly likely that the line status was changed around the same time that the previous order was closed down for a reason that is still not clear. I'm sure having an open order with a routing problem gives the ISP more leverage than an ISP not being able to place an order because FTTC is not available, so you can make your own minds up about why it happened that way.

The only avenue now is to go back through Openreach high level complaints and since they offered to do the work, force them to do it no matter what it takes, because this is the only way things will progress.

Edited by deleted (Fri 04-Sep-20 19:49:03)

Surely they knew if they cancelled your order and then changed the status of the line to EO you would not then be able to raise a new order for FTTC.

Sorry to say this but something stinks in my opinion.

In reply to a post by dect:

Surely they knew if they cancelled your order and then changed the status of the line to EO you would not then be able to raise a new order for FTTC.

Sorry to say this but something stinks in my opinion.

That's my point - they're seemingly asking Sky to place another order to resolve routing issues despite already knowing that such order is not possible.

The funny thing is a check has been done on all of my neighbours and they are still all showing as connected to Cabinet on a live system., it's just my own line that has changed to exchange only.

For kicks I've had the distance to exchange for the houses next to mine checked. All of them show as about 1km away from the exchange, but mine shows as approx 700m even on the outdated data.

300m extra distance for the house next door would probably be explained by a diversion to the cabinet, is what is being suggested, which would mean that I was the only line missed out.

I've looped Openreach high level complaints back on my last post and have suggested that since they agreed to try and do the work if an order was placed, I will take that as an admission they are willing to do the work and I expect them to now do so.

Edited by deleted (Fri 04-Sep-20 19:56:10)

Don't forget. Clive Selley is still lower down the food chain than Philip Jansen.

It's unlikely any road digging would be needed. Almost certainly there will be a bundle of cables and your line just wasn't connected to it at the exchange and cabinet.

Edited by RobertoS (Fri 04-Sep-20 20:30:02)

In reply to a post by RobertoS:

Don't forget. Clive Selley is still lower down the food chain than Philip Jansen.

It's unlikely any road digging would be needed. Almost certainly there will be a bundle of cables and your line just wasn't connected to it at the exchange and cabinet.

It's been established that literally the house on the other side of the wall (it's a semi-detached) has FTTC and the exchange only situation is limited to just my own line and nobody else. All houses were built at the same time. and neighbours on both sides are connected to the cabinet, so they forgot to migrate my line and no others.

Is this one of those cases where in view of being the odd one out, a new line install might be successful, if all else fails?

Edited by deleted (Fri 04-Sep-20 23:34:02)

Out of curiosity, nothing more and you might have mentioned this previously, was the line in use for either phone or ADSL in the weeks/months leading up to the network rearragement or had it been sitting unused for some time?

Is it possible that there’s nothing wrong with the line routing at all, but an engineer failed to find the pair on the first install appointment and it’s caused all of this? How likely is it that one line in what presumably is part of a multi pair cable has been missed out of a network rearrangement?

In reply to a post by jpm:

Is it possible that there’s nothing wrong with the line routing at all, but an engineer failed to find the pair on the first install appointment and it’s caused all of this? How likely is it that one line in what presumably is part of a multi pair cable has been missed out of a network rearrangement?

You may be right but in my experience a main cable leaving the exchange doesn't normally head off to one location, it drops off pairs along the way so missing a pair at a network rearrangement can happen.

In reply to a post by jpm:

Is it possible that there’s nothing wrong with the line routing at all, but an engineer failed to find the pair on the first install appointment and it’s caused all of this? How likely is it that one line in what presumably is part of a multi pair cable has been missed out of a network rearrangement?

But the second engineer was insistent that he switched the service over and told me to make sure I have a VDSL capable router installed which implies he was able to find it.

Sky did say there appeared to be a mismatch between the line id, numbers, circuits etc in relation to what there was in reality, which does make you wonder if something was changed/switched at some point and never updated on the records rather than a simple case of wrong details.

Edited by deleted (Sat 05-Sep-20 10:21:46)

In reply to a post by MCM:

Out of curiosity, nothing more and you might have mentioned this previously, was the line in use for either phone or ADSL in the weeks/months leading up to the network rearragement or had it been sitting unused for some time?

Depends when this area was upgraded to fibre, there was a network re-arrangement on 30th November 2012 I'm told when the cabinet down the road was first installed, and another one 11th March 2020 when it was expanded to serve more people. Not sure when this area was looped in but it will be one of those dates.

There has been an exceptionally stable ADSL2+ connection on the line for at least the last 6 years. Right now for instance I'm sync';d at 19803/1338 with attenuation under 20db.

Unfortunately since It's my fathers house ('m currently caring for him as he awaits the second part of major surgery) I don't have full line history. as I would have for my own.