topic Complaint in Broadband

Complaint

BeckyH93 — Tue, 02 Jan 2024 12:00:52 GMT

I have been without internet now for 10 weeks - I have tried to input my complaint on the online form but it doesnt work! Does anyone have an email to send complaints to?

Thanks,

Becky

Re: Complaint

Chrisee — Tue, 02 Jan 2024 12:06:54 GMT

@BeckyH93 Sky dont normally use email so I would not use the online form but there is a street address you can write to in this link How to make a Sky complaint | Sky Help | Sky.com You can also register a formal complaint over the phone or we can escalate your post to an online chat team who can record it for you.

Delays in sorting broadband issues are most commonly down to Openreach the national network provider who can be infuriatingly slow. Sky have very limited ability to speed things up but compensation is payable see Customer Auto-Compensation | Sky Help | Sky.com

Re: Complaint

BeckyH93 — Tue, 02 Jan 2024 12:14:32 GMT

thanks @Chrisee , Could you forward mine onto the online chat? It's definitley mix of sky and open reach but i have moved house and have had my new order cancelled 4 times and they can't tell me why - it's been a nightmare!

Re: Complaint

Chrisee — Tue, 02 Jan 2024 12:18:41 GMT

@BeckyH93 that is done but the team may take a few hours to get in touch as they are catching up on the holiday. Home moves seem to be an area that where they go wrong they can go very wrong but Sky should be able to tell you the issue. Hope you get it resolved.

Re: Complaint

Daniel0210 — Tue, 02 Jan 2024 12:26:50 GMT

@BeckyH93

We have been advised the Escalation process won't be back operational until tomorrow so don't expect a reply from them today.

Re: Complaint

caesarome — Tue, 02 Jan 2024 12:27:01 GMT

@BeckyH93

That chat team might not get in contact until tomorrow as they are not working today - this is what we have been told.

Re: Complaint

Lisa-P1987 — Tue, 02 Jan 2024 12:36:21 GMT

Thanks for escalating this. We’ve sent BeckyH93 an invite to chat.

Re: Complaint

Johanna6099 — Mon, 19 Feb 2024 13:59:23 GMT

I have been without internet from beginning of Jan - is there somewhere my complaint can be esculated to? The previus post mentioned an online team?

Thanks

Re: Complaint

Highlinder — Mon, 19 Feb 2024 17:21:01 GMT

@Johanna6099 Have you reported this fault to Sky to see if they can fix this for you?

Re: Complaint

Johanna6099 — Mon, 19 Feb 2024 20:04:51 GMT

Yes, have been trying to move over to them for broadband from dec. 6 engineers later to put a bt line in, it's been cancelled for the second time as they had not got the address correct. Told that there is no customer complaint department. Have filled in the online form but don't know where else I can email?

Re: Complaint

yellow37 — Tue, 03 Dec 2024 16:51:30 GMT

Any help out there when is the next step on official complaints to Sky?

We have had no broadband for a month due to an error nit our fault!

Is it financial ombudsman or the CISAS?

All help welcome 🙏

Re: Complaint

TimmyBGood — Tue, 03 Dec 2024 17:15:37 GMT

@yellow37 wrote:

Is it financial ombudsman or the CISAS?

For everything except credit agreements it's CISAS, but only after eight weeks or formal notification of deadlock

https://www.sky.com/help/articles/alternative-dispute-resolution