topic Re: Charged for no service in Broadband

Re: Charged for no service

M3M — Wed, 14 Jan 2026 10:44:10 GMT

I am submitting a formal complaint regarding damage caused by Openreach during an attempted fibre installation at my property. During this visit, my existing broadband cable was damaged, and the installation was not completed due to a reported fault or blockage in the ducting.

As a direct result of this work, I have been left without any broadband or Wi-Fi service. This loss of service was caused during Openreach’s visit and is therefore entirely unacceptable. I was not without service prior to this appointment.

I require this issue to be treated as urgent, with immediate action taken to repair the damage caused and restore my broadband service in full. I also expect clear communication regarding the next steps and timescales for resolution.

Re: Charged for no service

Daniel0210 — Wed, 14 Jan 2026 10:47:53 GMT

@M3M

You can't make a complaint here. You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

This link explains the methods of making a complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint

Sky will then have up to 8 weeks to resolve it or issue a deadlock letter.

Re: Charged for no service

JimM1 — Wed, 14 Jan 2026 10:48:21 GMT

@M3M You need to call sky, nothing is formal when you post on this Forum!

Re: Charged for no service

TimmyBGood — Wed, 14 Jan 2026 11:10:50 GMT

@M3M wrote:

I require this issue to be treated as urgent, with immediate action taken to repair the damage caused and restore my broadband service in full. I also expect clear communication regarding the next steps and timescales for resolution.

Unfortunately that's very unlikely to happen. While any individual broadband connection is really important to the household concerned, it's an incredibly small fraction of the total workload of Openreach.