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[Derpy]

Hi
My Aunt has a homelink (never used but the LA put it in regardless) at her house. Her broadband sync on FTTC is around 1mb.
We ordered FTTP from Sky after speaking to the company who makes the homelink box and the LA where they confirmed it will work with digital voice.
I was sadly stuck on the day the OR guy turned up and couldnt be there (Dec 31st) but he called after saying he wont install because of the Homelink unless its cleared in writing.... I told him it was cleared but the mobile signal cut out and he didnt call back and I was informed he just walked off.
I contacted sky and rescheduled an appointment for the end of January where I will be there and I just got an email saying the appointment has been cancelled.

I have not called sky back to ask why but I am not sure what my Aunt is supposed to do. He did pleep on the phone about us having to get battery backup and I said did he not provide any and he said they havent for over 5 years. I told him I can order a UPS that will do even though power outages are very very rare.

Not sure what to do next.

Thanks

[tubaman]

I think the problem is that Openreach are still working on the process to deal with the migration of lines with care alarms, and until that process is in place they have paused all installs on those lines. The issue is not so much whether the alarm will work on digital voice but whether it will continue to work during a power failure.

[Derpy]

I think the problem is that Openreach are still working on the process to deal with the migration of lines with care alarms, and until that process is in place they have paused all installs on those lines. The issue is not so much whether the alarm will work on digital voice but whether it will continue to work during a power failure.

Thanks
Do they have an official hold on putting them in then?

[meritez]

Thanks
Do they have an official hold on putting them in then?

https://newsroom.bt.com/digital-voice-signing-up-to-the-charter-of-commitments/

In light of this news, the telecoms industry, including BT, has agreed that the right thing to do is to temporarily pause all non-voluntary, managed migrations to a digital landline where there is any risk that a customer's telecare service will not continue to work.

https://www.ispreview.co.uk/index.php/2023/12/major-uk-home-phone-providers-commit-to-protect-vulnerable-users.html

[Derpy]

https://newsroom.bt.com/digital-voice-signing-up-to-the-charter-of-commitments/

https://www.ispreview.co.uk/index.php/2023/12/major-uk-home-phone-providers-commit-to-protect-vulnerable-users.html

Thanks! although its a bit disappointing. I offered to put a UPS in myself that would have ran the kit for hours and hours as well.

[meritez]

Thanks! although its a bit disappointing. I offered to put a UPS in myself that would have ran the kit for hours and hours as well.

Nothing to stop you ordering a new second line from a different FTTP provider.

[Derpy]

Nothing to stop you ordering a new second line from a different FTTP provider.

Its OR cancelling not Sky sadly and only OR do fttp here.

[HPsauce]

Yes but you're saying OR are cancelling because it's a migration involving a Homelink.
If you order an additional FTTP line then they should just do it assuming that thay are for other people in the area.
That's also assuming that once it's installed and working you are prepared to deal with the Homelink issues yourself and cancel the original line once satisfied.

[Derpy]

Yes but you're saying OR are cancelling because it's a migration involving a Homelink.
If you order an additional FTTP line then they should just do it assuming that thay are for other people in the area.
That's also assuming that once it's installed and working you are prepared to deal with the Homelink issues yourself and cancel the original line once satisfied.

So I ordered a fresh *new* FTTP install and it was due today and OR have cancelled it again claiming a homelink even though its a fresh line with no migration and the existing copper line would remain in service with Plusnet (sky doing the fresh FTTP)

Any tips?

I could try emailing Clive Shelly is it?

This just seems a bit ridiculous given its a new line.

[meritez]

Sounds like a Sky screw up.
I'd log a complaint with Sky first.

[Derpy]

Sounds like a Sky screw up.
I'd log a complaint with Sky first.

It certainly wasnt a migration as Plusnet didnt reach out and I didnt provide the number/isp to sky to migrate. The women who placed the order understood why and what I was doing at least. I called ysterday and the person I spoke to said OR cancelled with the note that she had a homelink and he suspects OR were thinking to turn off the copper line.
I reached out to Clive and it was forwarded to a very helpful person who is going to contact sky and try and force it through with notes for the OR techs so I will update when we get another order placed.