https://helpforum.sky.com/t5/Broadband/New-installation-problems/m-p/5073069#M514851 <P>My mum has just switched from virgin to sky and the installion was on Friday. The engineer put the new box on the wall and said it would go live in 20 minutes. She waited for 3 hours but no connection. I went round and spoke to sky who said that there was a fault on the line and they would get in touch with city fibre who would contact her within 3 working days to fix it. So she is now without landline, tv or internet for at least 5 days. She does have a mobile but she's in a bit of a black spot so doesn't often get service, and is not tech savy. I work full time so can't help her, so she's just got to wait until they contact her and hollow it hard sorted. &nbsp;Sky says there is nothing they can do in terms of compensation until it's resolved. So frustrating as a new customer to have this terrible service!&nbsp;</P> Sun, 31 Aug 2025 07:01:49 GMT Kirsty471 2025-08-31T07:01:49Z https://helpforum.sky.com/t5/Broadband/New-installation-problems/m-p/5073069#M514851 <P>My mum has just switched from virgin to sky and the installion was on Friday. The engineer put the new box on the wall and said it would go live in 20 minutes. She waited for 3 hours but no connection. I went round and spoke to sky who said that there was a fault on the line and they would get in touch with city fibre who would contact her within 3 working days to fix it. So she is now without landline, tv or internet for at least 5 days. She does have a mobile but she's in a bit of a black spot so doesn't often get service, and is not tech savy. I work full time so can't help her, so she's just got to wait until they contact her and hollow it hard sorted. &nbsp;Sky says there is nothing they can do in terms of compensation until it's resolved. So frustrating as a new customer to have this terrible service!&nbsp;</P> Sun, 31 Aug 2025 07:01:49 GMT https://helpforum.sky.com/t5/Broadband/New-installation-problems/m-p/5073069#M514851 Kirsty471 2025-08-31T07:01:49Z https://helpforum.sky.com/t5/Broadband/New-installation-problems/m-p/5074040#M514854 <P>Hi&nbsp;<a href="https://helpforum.sky.com/t5/user/viewprofilepage/user-id/4465509">@Kirsty471</a>&nbsp;</P> <P>&nbsp;</P> <P>Welcome to the Community!&nbsp;</P> <P>&nbsp;</P> <P>You might want to contact our Accessibility Team and they maybe able to help further. Here is their link to the contact section of their website - <A href="https://www.sky.com/help/articles/contacting-sky-accessibility" target="_self">Accessibility</A>&nbsp;</P> Mon, 01 Sep 2025 10:38:16 GMT https://helpforum.sky.com/t5/Broadband/New-installation-problems/m-p/5074040#M514854 SpaceSparkie 2025-09-01T10:38:16Z