Automatic Compensation - delayed installation

SophieWattsit — Tue, 05 Nov 2024 01:10:50 GMT

I ordered my Sky Broadband on the 27th September for it to be up and running on the 24th October, 3 days before my other provider ends. I've had the inside box fitted but despite there being a copper line up to the property already (with a wayleave as it's attached to the neighbour's property), OpenReach wouldn't touch it and said they'd come back another day. It's now the 5th November and they keep delaying saying they're busy. I am a full-time student working from home due to health issues and I have a low income. Hotspotting from my phone is not an option due to the speeds required. Each update from Sky is that they're busy or they're planning my line. This has gone on too long and no internet access is becoming a massive problem. I can't use my TV because it's Sky Stream which requires... internet!

They provided me with a £15 voucher for Tesco to buy a SIM for internet, but after waiting 5 days for that via email, I rang them up and they said they couldn't send it to me until the broadband was activated. They're now also delaying the vouchers that I and the referrer would receive as part of the joining process. I was okay at first with all of this but considering the infrastructure is in place for a direct line swap from copper to fibre, not being updated in detail what the true issue is, and the lack of internet when it is entirely relied upon!

What can I do?!

Thanks all!

Re: Automatic Compensation - delayed installation

Chrisee — Tue, 05 Nov 2024 08:20:16 GMT

@SophieWattsit The Ofcom compensation scheme Sky are signed up to calls for compensation to be calculated and credited once the job is complete see Customer Auto-Compensation | Sky Help | Sky.com Given in your case it is Openreach paying for the delayed activation via Sky there is no hope of a variation. In my own case the credit covered my first 6 months paymeents.

The vouchers for the recommendation are sent out 45 days after you pay the first bill as explained here https://www.sky.com/refer-a-friend the reason for the delay is simply you can cancel without any penalty up to 31 days after the service is activated.

topic Re: Automatic Compensation - delayed installation in Broadband

Automatic Compensation - delayed installation

Re: Automatic Compensation - delayed installation