Sales agent deceptive

Okok — Fri, 04 Jul 2025 16:34:57 GMT

I purchased a Sky broadband + TV package over the phone, for a property I'm moving into next week. I was told by the sales agent that an engineer would visit to complete the broadband installation, as they would need to replace the cables and equipment serving the house (he said it could be faulty after many years of usage).

The agent also said the engineer would guarantee WiFi coverage / speeds in each room on their visit - all sounds great and I signed up to the package.

Turns out it was all lies - broadband is being activated remotely, no engineer visit, no equipment replacement, no wifi speed/coverage tests.

Can anyone advise on what appropriate next steps would be? I'm aware there's a 30 day calling off period but I'd like to escalate this example of deceitful sales tactics. Ideal outcome would be an engineer visit, as I was told before parting with my cash....

Cheers

Re: Sales agent deceptive

TimmyBGood — Fri, 04 Jul 2025 18:31:16 GMT

@Okok wrote:

I was told by the sales agent that an engineer would visit to complete the broadband installation, as they would need to replace the cables and equipment serving the house (he said it could be faulty after many years of usage).

Only correct for a one-off move from copper to full fibre. Clearly 'telephone lines' aren't replaced by default during every house move no matter how many years of use they have had: that would be completely unfeasible and no ISP offers such a thing. It's entirely usual for FTTC to be activated remotely wherever possible and this is priced into the contract.

The agent also said the engineer would guarantee WiFi coverage / speeds in each room on their visit

That's a misunderstanding of the Enhanced Wall to Wall WiFi Guarantee component of the Sky WiFi Max subscription supplement, which offers such a service retrospectively once a Max Hub has been in place for a couple of weeks (although what's actually guaranteed is a small refund if the quoted wireless speed and coverage isn't achieved)

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Sales agent deceptive

Re: Sales agent deceptive