Your EO line wouldn't lose sync or dial tone from them working in the cabinet.
It certainly sounds like they are moving you to a pair that runs through the cabinet, or trying to at least.

If that's the case then it would just be a short wait for them to correct the routing records to allow Sky to place the FTTC order again.

Edit: missed your update, was on page 2, doh!

Edited by j0hn83 (Mon 07-Sep-20 18:36:34)

In reply to a post by j0hn83:

Your EO line wouldn't lose sync or dial tone from them working in the cabinet.
It certainly sounds like they are moving you to a pair that runs through the cabinet, or trying to at least.

If that's the case then it would just be a short wait for them to correct the routing records to allow Sky to place the FTTC order again.

Engineer said that he'd corrected the database and routing records before he came in and everything should be go ahead to order although still have to get rid of that PSTN fault that's still open.

Got a very apologetic email from HLC tonight and the fact someone has been out all day dealing with this from first thing suggests that the penny must have dropped either over the weekend or early this morning. Total change in attitude from Openreach compared to end of last week

Line stats are different now, even better than before so something was done. They've proved all the routing as well that it's gone through the cabinet and done a thorough job apparently, so lets hope this is the beginning of the end.

Which just goes to show whoever you initially spoke to was taking nonsense about needing a live order to fix the routing.

You can't place the order when the database is incorrect, as you've discovered.

Initial miscommunication but it seems to be a fairly quick resolution since contacting the CEO office.
I've always found their HLC department to be very helpful.

In reply to a post by j0hn83:

Which just goes to show whoever you initially spoke to was taking nonsense about needing a live order to fix the routing.

You can't place the order when the database is incorrect, as you've discovered.

Initial miscommunication but it seems to be a fairly quick resolution since contacting the CEO office.
I've always found their HLC department to be very helpful.

Yep, way forward now appears to be to get the PSTN fault closed then place the order.

There was some chatter from Sky that their database (which is not live) said exchange only still, but I've told them that they should find the live Openreach system will now allow an order.

There's currently an engineer booked to fix the PSTN fault, but I've asked HLC if there is any buttons they can press to close that off, since the fault was obviously related to what was going on today.

Edited by deleted (Mon 07-Sep-20 18:47:59)

Right, PSTN fault has been dealt with.

Sky have confirmed that they still cannot place the order because the database update is now showing FTTP which they do not offer, rather than FTTC being available.

This looks like a database error, so it's gone back to high level complaints.to look into.

Presumably your line stats are better because you've been disconnected from the decades old copper that was running back to the exchange and onto new stuff installed recently, at least from the cabinet onwards.

In reply to a post by jpm:

Presumably your line stats are better because you've been disconnected from the decades old copper that was running back to the exchange and onto new stuff installed recently, at least from the cabinet onwards.

Line stats were excellent before, but now a touch better.

Looks like we're one issue out the way but looks like we've just hit another mind in relation to the database update. I honestly wonder will it all end. The amount of time I am spending on the phone is ridiculous.

The conversation with Sky was not the best. Rep I spoke to was adamant that despite what I was saying, that OR were never going to do work to convert someone from exchange only for one person, as it was just too much work with digging, opening up various boxes and rewiring etc. When I told her that is exactly what they have done today she didn't believe me!!!

Edited by deleted (Mon 07-Sep-20 19:57:13)

As I said on the Kitz forum the Sky rep is right, they won't do this upon request normally.

It's only because a network rearrangement has already taken place and your line was missed that OpenReach are doing this work.

Network rearrangements can be a very costly and time consuming process.

In reply to a post by Justin:

Sky have confirmed that they still cannot place the order because the database update is now showing FTTP which they do not offer, rather than FTTC being available.

Actually, Sky do now sell Openreach FTTP as "Sky Ultrafast", up to 150/30. It might be fun to order it and see what happens

In reply to a post by Justin:

The conversation with Sky was not the best. Rep I spoke to was adamant that despite what I was saying, that OR were never going to do work to convert someone from exchange only for one person, as it was just too much work with digging, opening up various boxes and rewiring etc. When I told her that is exactly what they have done today she didn't believe me!!!

Not exactly.

The work that rep was talking about would be if you were only ever the only EO line. (These can occur, when a line has been put in specially to the builders office show house on a new building site before the ducting infrastructure and such has been installed by the builder).

What that rep didn't realise was what we found out on this forum, courtesy of witchunt. That there were a lot of EO lines and all of them were supposed to have been moved to the new cabinet, but yours was accidentally missed out. (Or in some way cross-connected to the incorrect pair). The person in charge of the transfers then signed off that all had been moved, and the records then updated to say they were now on Cab1.

Only! Yours wasn't. There's almost no way that rep could know that. And, no significant (if any) digging etc. was needed today. Just a lot of working out how and why yours had been missed, and fixing it.

As for the outstanding PSTN fault, as soon as you described what was happening and that you had reported the disconnections as a line fault, I thought that was unwise. Surely it was almost certain some sort of work was going on?