Engineer booked but already have FTTP installed

[#1]

Hi all,

I have today placed an order to switch my Full Fibre from Sky, during which I was obliged to book a date for an engineer visit. So far, all of the correspondence I've received appears to be pointing towards a full FTTP installation, but I already have everything from a December 2025 Openreach upgrade with Sky. Is this something I should be concerned by and contact customer service? Part of me thinks it could be generic wording, but would appreciate some advice.

Thanks in advance.

[#2]

@steway_ Welcome to the Plusnet Community Fora.

This sounds as if records or addresses could be screwed up in some way. The only way to check this out and potentially prevent further problems is for you  to ring in and ask. 

[#3 · Accepted solution]

@steway_ 

Sky also use CityFibre (and possibly other Altnets).

The little ONT box that terminates the fibre does say "Openreach" I take it.

[#4]

Heya @steway_,

I have had a look at your address on Openreach records, and they don't have any record of an Openreach box (ONT) installed in your property. 

If this is not the case and you do have a small Openreach box for Full Fibre, then it could be the case that your ONT could be installed at a different property (records-wise), and Sky would need to fix this with Openreach

[#5]

@Marsh  The op has ordered the service from Plusnet so as a Gainlng Provider migration I would argue that it is up to Plusnet to resolve any problems with the OR records so I think in my opinion you are mistaken. Are Sky likely to assist with a customer leaving, probably not.☹️

[#6]

Heya @RealAleMadrid,

If it is a record issue as to where the ONT is installed, only the Line owner, meaning Sky, can raise an ORDI to move the records as to where the ONT is installed.

As an ISP, we can raise an ORDI to fix some record issue without owning the line; however, for record issues like these, the line owner has to fix it

[#7]

I'm glad you mentioned this - I thought it was Openreach, and it's actually CityFibre......oops.

What does this mean for the install? A whole new connection or just switching over the ONT?

[#8]

@steway_ A whole new (extra) install.

[#9]

@Marsh An ORDI is not going to help here. Turns out the OP was on a City Fibre service so there is no Openreach ONT at the property, apologies to Openreach, their records are correct.😀

[#10]

Thank you. I'm not sure why I remembered it being Openreach who installed the original fibre, it's only been 7 months too!

[#11]

@steway_ 

Just a warning, it may not be a problem for you but, do you realise you with Sky on CityFibre you will receiving a symmetrical connection, this means the download and upload speeds are the same.

With plusnet on Openreach it will be asymmetrical, the upload speed is restricted to the product you have taken.

Example:-

Provider	Network	Download Speed	Upload Speed	Speed Type
Sky	CityFibre	Up to 900 Mbps	Up to 900 Mbps	Symmetrical
Plusnet	Openreach	Up to 900 Mbps	Up to 110 Mbps	Asymmetrical

[#12]

I am aware of that but thank you for highlighting it for me. I did make the decision to switch based on no additional work being required to be honest, especially as Sky were £14 more expensive than this package I've taken with PlusNet, but now reconsidering whether I really want all the hassle of another install. 

[#13]

Out of interest, where's the hassle? It is just one more small box inside and out.

[#14]

I appreciate that, but if Sky offer me a deal that's only a few quid more than PlusNet, with the advantages of symmetrical speeds and not having the work done, it's a "hassle" to switch over and get a completely new install over staying with Sky.

[#15]

OK.