topic Open reach cancelled in Broadband

Open reach cancelled

Stebal — Thu, 24 Apr 2025 14:34:31 GMT

I was due to have fibre installed today, just had a phone call from them Nd they have cancelled the appointment.

I have tried to talk to Sky but it's like talking to a brick wall, the advisor hung up on me after I requested to speak to a manager because he wasn't answering my questions.

My questions are

How long for a new appointment?

Will Sky compensate me for taking a day off work for the appointment,their figure of £31.19 is nowhere near enough.

What happens when my existing broadband stops working?

I thought Virgin customer service was bad, this doesn't look good if this is how new customers are treat.

Re: Open reach cancelled

GD1 — Thu, 24 Apr 2025 14:46:42 GMT

@Stebal I'm afraid no one on the community can tell you how long till another appointment as we are all customers. Sky may not be able to tell you anything until tomorrow.

You'll need to try contacting Sky again tomorrow, no you won't be compensated for taking a day off as you'd be expected to use holidays and can't claim loss of earnings.

You may be entitled to Auto Compensation as detailed here https://www.sky.com/help/home/broadband/policies-and-info/auto-compensation/articles/auto-compensation

Re: Open reach cancelled

Chrisee — Thu, 24 Apr 2025 14:51:49 GMT

@Stebal these things happen its not personal it is annoying I had two missed appointments myself. The compensation scheme is detailed here Customer Auto-Compensation | Sky Help | Sky.com that details what is payable there is nothing extra paid for loss of earnings the scheme is one approved by Ofcom.

Openreach will advise a new date as and when they can. If your switch is being hzndled by Sky either as a transfer from partial fibre to full fibre or as a One Touch switch you existing service should remain live until the new service is commissioned. However if you cancelled a Virgin yourself that doesnt apply. Sky have no direct control over Openreach who treats all of their Telcos customers equally badly.

Re: Open reach cancelled

Daniel0210 — Thu, 24 Apr 2025 14:52:03 GMT

@Stebal

Openreach tend to update their ISPs overnight which is why Customer Services can't give any explanation today. As suggested give Sky a call tomorrow and see if they've received any information.