Activating Fibre

Ok so bear with me.

Son moved into a flat. Pretty sure its been renovated at some point and flats added as only 1 and 2 have a bell.
But his flat has had a previous tenant so someone has lived there.
Engineer came to install Broadband. There is a fibre modem sat lit up which he assured us is live. So just ring Sky, give them the serial number and they can find it and connect it.
They didnt want to do the cabelling as there would be a lot for no reason.

Sky spent a week giving him the run around. Oh yes the SN is useful. No its not. We don't need that. There is no fibre at the property. We cannot give you that. We don't know and frankly don't care attitude. but rate me on service even though I was useless!
Sky on X confirmed it was a live connection but couldn't help as as he hadn't set up a password on the account (they never asked him to) he tried but couldnt see the account so couldnt help. X advisor number 2 was useless.
He got passed around to every department who all said wasn't their department and got nowhere.

So they cancelled the order and said all they could do was order it again and when installed it might show fibre is there (there is no phone line so no number except the modem SN)

The engineers came again. 2 this time, one from the first. Lots of phone calls made again, lots of ITS RIGHT THERE we can see the connection,

They didn't see the point of doing the regular broadband when the modem is right there and connected.

So they contacted someone, not sure if it was open reach or sky to add his address. Apparantly if you add the building, ding ding fibre is there and shows on the checker, until you put his flat. The other flats have regular copper. The shop underneath is empty and they don't think that has a connection for it. They could only see the regular. So they filled in the form and said to wait.

He has been without it now since he moved in about 6+ weeks ago. Sky are useless. They are telling him they can't do anything or sending him to different departments even WITh the serial number and everything the enginner said.

Is there anything he can do other than just complain to sky? Even if he went with someone else if its the same engineers, its just going around in circles.

Edited by tlise72 (Thu 15-May-25 20:00:35)

Goto another service provider.

Have you looked on the BTW checker to see if it's listed?

Going to another ISP isn't going to work as the property shows as no fibre on all sites if he puts his flat in. So the engineer will come and go...its on the openreach site its active for the house.

The property sounds like it has some sort of NAD key association issue.

Usually a competent, well trained ISP will work with Openreach to resolve, however you may also be able to prompt action by completing the Openreach Availability Checker enquiry form here.