topic Re: Engineer visit cancelled in Sky App in Broadband

Engineer visit cancelled in Sky App

mlgibson91 — Mon, 12 May 2025 11:23:44 GMT

We ordered broadband and TV with Sky last week for our new home.
everything came and didn't think it would be an issue on activation day as we have ONT box installed already and everything looked okay.

activation day came and no text or anything from Sky to say it was activated.

waited until the next morning and turned on the hub and an amber light came on in place of internet and no device would connect to the internet.

We rang Sky a number of times that day until someone said they would log the fault and an engineer would look into it. If it was internal issue they said it would be resolved in 24 hours.

if it was external they said it would be 3-5 days and we would get updates by text etc.

i rang them again yesterday because we had no notifications. So again someone said we just had to wait.

in my app it has engineer visits and it's saying it's been cancelled?! We did not cancel this.

im so confused by the whole process. I work from home and need the internet. We haven't even been able to use the TV either as we need an internet connection to that works.

really disappointed

Re: Engineer visit cancelled in Sky App

JimM1 — Mon, 12 May 2025 12:22:44 GMT

@mlgibson91 When you say you are new to the home, was there a previous occupier on the Broadband before?

Also take a look on your orders and the My Messages section off your account.

Re: Engineer visit cancelled in Sky App

caesarome — Mon, 12 May 2025 12:22:56 GMT

@mlgibson91

Im not surprised you are concussed and disappointed as there does appear that something is amiss here but as we are customers here all you can do is to keep talking to Sky about this and when you do if you haven't already ask them why it is saying it has been cancelled on the app.

Re: Engineer visit cancelled in Sky App

mlgibson91 — Mon, 12 May 2025 12:49:06 GMT

There was a previous occupier but I don't know what broadband company they were with. It could have been Sky but it could have been another provider.

i have looked at the orders and messages part and there is nothing. Only in orders it shows 3 separate logs showing engineer visit ordered and then below it says cancelled.

i go into it and it has a green tick saying a fault has been logged and it's being looked into

Re: Engineer visit cancelled in Sky App

mlgibson91 — Mon, 12 May 2025 12:50:58 GMT

I asked them through WhatsApp why it has been cancelled and the agent just logged another engineer request and it came up saying cancelled again!

very frustrating that I was clear with what I said and they did the same thing again

Re: Engineer visit cancelled in Sky App

JimM1 — Mon, 12 May 2025 13:52:43 GMT

@mlgibson91 You may wish to call them, as what you are saying may just go on forever. Number below in the link.

https://www.sky.com/help/home