topic Re: Automatic compensation - missed engineer appointment PLUS delayed installation in Broadband

Automatic compensation - missed engineer appointment PLUS delayed installation

CraftyBear — Fri, 05 Apr 2024 18:02:40 GMT

Automatic compensation has been received for a delayed broadband installation of 15 days, however no compensation has been received for the missed engineer appointment on the original installation date. No notice was given at all about the engineer not attending to complete the install and activate the broadband. Is it correct that compensation for the 15 days delayed installation effectively negates any compensation for the missed engineer appointment or should that be paid aswell? The missed engineer appointment was the most inconvenient aspect of the delayed install as it meant hanging around all day waiting for the visit that never came.

Re: Automatic compensation - missed engineer appointment PLUS delayed installation

TimmyBGood — Fri, 05 Apr 2024 18:34:47 GMT

@CraftyBear

Recently discussed in a similar post. My interpretation of the Ofcom documentation is that the missed appointment compensation is separate from and in addition to delayed activation compensation (because, as you indicate, these are effectively compensating for different things), but Sky appears to disagree.

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-Compensation.pdf

Re: Automatic compensation - missed engineer appointment PLUS delayed installation

CraftyBear — Fri, 05 Apr 2024 22:35:28 GMT

Thank you, that's my interpretation too. I must admit I didn't spot the similar post but will check in to see how that progresses.

The Ofcom code does appear to be silent on this specific detail but my understanding is that where there's ambiguity in a contract any dispute usually favours the party that didn't write the contract (in this case the customer who was inconvenienced) so it might be worth testing to get clarity on it for others in the future.

Re: Automatic compensation - missed engineer appointment PLUS delayed installation

Chrisee — Sat, 06 Apr 2024 06:07:29 GMT

@CraftyBear as I have just elswhere you are up,against Openreach who calculate the amount but you have to raise it with Sky so best of luck with that .

Re: Automatic compensation - missed engineer appointment PLUS delayed installation

Bukhari59 — Thu, 18 Sep 2025 08:25:29 GMT

Installation was delayed for 4 months plus and waiting for compensation.

Installation outside my house is in-complete and needs to fixed.

Re: Automatic compensation - missed engineer appointment PLUS delayed installation

JimM1 — Thu, 18 Sep 2025 08:39:13 GMT

@Bukhari59 What is incomplete, delays happen but once installed and activated then you are up and running!