Complaint

Wahid11 — Fri, 13 Sep 2024 14:42:48 GMT

Sky is good until you have a problem. Then it's all fake promises and stress evenings. Left with out internet for 6 weeks.

I was thinking of leaving sky in June so put in a cancellation. Mainly because of slow internet through out the year and new customer deals much better than deal offered to me even after being with them for 6 years.

After shopping around I spoke to a sky agent in the shopping centre who persuaded me to stay with Sky and upgrade to fibre.

I called back an decided to upgrade instead, the cancellation was withdraw and the operator reassured my internet will be continuing until the upgrade.

However on the 23rd July my internet was cut. Reason I am told is the cancellation withdrawal didn't make it to open reach who cut the copper wire. I was told there nothing that could be done but wait until the 8th August for when the upgrade was due to be installed. However shortly after I was told this date was also no longer available due to limitation in sky systems. Finally after several calls I was given the 3rd of September for open reach to install the fibre line.

Open reach didn't turn up on the 3rd Sep and then messaged me the next day to reschedule for the 5th September.

During the whole ordeal I must have spoken to several diffrent people and they all insured me the automatic compensation will apply.

After the internet was installed I am now told the auto compensation doesn't apply in my case and have been given several excuses, I will list a few below but

not loss of service because

I had total loss of service not loss of services ( not sure what the diffence is)

My wiring was cut and was refered to passage on the Sky website which state compensation doesn't include cut wiring at home - not sure how the wiring on the post opposite the street is classed as my home

I am not entitled because I was paying the bill during this time.

not entitled to delay provisioning because :

I am not entitled as this is classed as as a cancellation - (sky operator had to make some cancellations to get the 3rd Sept )

not entitled to missed appointment

This wasn't a cancellation within 24 hour as they re arranged.

I have done my research and read the ofcom gudielines and do not think this is correct .

I have calculated the following compensation

loss of service

23rd, 24th and 25th July do not count.

29 working days until I had internt

29 x 9.76 =283

delayed provision

From the 8th August

21 working days at 6.10

21x 6.10 = 128.1

missed appointment

3rd 30.46

In total £441.45

Have I calculated this correctly ?

Just need some honest advice

topic Complaint in Broadband

Complaint