Why does it take so long to start service as a new customer with an ISP?

mrochester · 28 Feb 2016 at 15:07

Hi all

My housemate just moved out this week and his Sky broadband service ceased on 22nd February at this property and was moved to his new property.

As I knew when he was moving out, I signed up for Sky broadband about 2 weeks ago and selected the 24th as the day I'd be 'moving into' the property. I selected the option that I'd be taking over the existing phone line.

However, my current go live date with Sky is 11th March for the phone service and 'TBA' for my fibre service.

Why does it take so long to get this up and running when there is already a phone line right here? What work are they currently doing now that will take them nearly another 2 weeks to complete to get the phone line and broadband up and running?

Many thanks

M

NightSt@lk3r · 28 Feb 2016 at 15:13

When your housemate ordered the house move Sky probably ordered a cease on the current line in which case your order can't be processed until the cease order has completed.

mrochester · 28 Feb 2016 at 15:17

NightSt@lk3r said:
When your housemate ordered the house move Sky probably ordered a cease on the current line in which case your order can't be processed until the cease order has completed.

How irritating! There's only so long I can stand using a mobile internet connection!

bremen1874 · 28 Feb 2016 at 15:17

They'll be at the mercy of Openreach.

Presumably the phone line is completely dead at the moment and you're starting from stratch?

Some ISPs do offer expedited installs, but you have to pay for it.

mrochester · 28 Feb 2016 at 15:21

bremen1874 said:
They'll be at the mercy of Openreach.

Presumably the phone line is completely dead at the moment and you're starting from stratch?

Some ISPs do offer expedited installs, but you have to pay for it.

Phone line is as dead as a dodo.

Caged · 28 Feb 2016 at 16:13

Yeah, the line would have ceased when your friend moved out. If your fibre date is TBA then it wouldn't have been a simultaneous provide, so the voice line order needs to be closed out before anything else can be ordered.

mrochester · 28 Feb 2016 at 16:20

Caged said:
Yeah, the line would have ceased when your friend moved out. If your fibre date is TBA then it wouldn't have been a simultaneous provide, so the voice line order needs to be closed out before anything else can be ordered.

What does that mean in laymans terms?

NightSt@lk3r · 28 Feb 2016 at 16:21

mrochester said:
What does that mean in laymans terms?

The broadband order can't be placed until the phone line has been reconnected.

mrochester · 28 Feb 2016 at 16:24

NightSt@lk3r said:
The broadband order can't be placed until the phone line has been reconnected.

I see, and that's likely to be another two weeks after the phone line activation isn't it?

Caged · 28 Feb 2016 at 16:24

If the line is installed and tests OK then the order should close overnight following the install.