No broadband / online service

[Rockhead]

I've had no broadband or online television for last 12 days.  informed sky right away of the issue and was told BT Openeach engineer would resolve within 3-5 days. ;  contacted sky for update and they informed me due to their error engineer was not booked and it would be a further 72 hours before it's resolved.. ... which has passed and still no service, no one at SKY bothering to answer the phone from "customer service ".

I'm pretty sure if I cancel my payment they will soon act. 

[GD1]

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@Rockhead wrote:

I'm pretty sure if I cancel my payment they will soon act. 

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No they won't in fact all you would end up doing is making matters far worse.

[jamesn123]

@Rockhead 

Once the problem has been resolved you should be entitled to compensation according to the link below.

Cancelling your payments would result in your services being restricted, a debt being put on the account and no compensation being paid.

https://www.sky.com/help/articles/auto-compensation

[Rockhead]

thanks, pretty sure that Sky will just fob me off with a basic refund after having no service for 2 weeks. BT Openreach advised me that our connection was disconnected at their box.

[Chrisee]

@Rockhead Sky should pay the rate in the link above as they have signed up to Ofcom's scheme.

Mistakes do get made but if you complain formally and you are still unhappy with the outcome you can then take your complaint to the Alternative Dispute Resolution agency mentioned in Sky's complaint process. More information here How to make a Sky complaint | Sky Help | Sky.com

[Rockhead]

@Chrisee Great thanks for that.