topic Re: Sky engineer didn’t turn up on installation day in Broadband

Sky engineer didn’t turn up on installation day

Another+One — Wed, 18 Feb 2026 18:13:46 GMT

On 5th I purchased fibre broadband from Sky with a promised installation date of today the 18th. The 'engineer' was booked for an afternoon call but he hasn't arrived. Outreach hasn't installed fibre to my house and Sky hasn't sent me a router.
I spoke with them on the phone two days ago and it was confirmed that everything would go ahead today.
All I seem to receive from Sky are empty promises. Is there a phone number that I can use to contact someone who'll understand the problem and arrange for it to be resolved? Alternatively, what are the key words to tell the initial bot so my call can be transferred to the right person. It seems that the service I get from Sky is dependent on good luck that a useful call handler might answer my call. In my experience over many phone calls a few have been useful and the rest totally ineffectual requiring yet another phone call to get things out right.

Re: Sky engineer didn’t turn up on installation day

JimM1 — Wed, 18 Feb 2026 18:39:11 GMT

@Another+One That would be the same number that you called before! As you currently don't have anything would think sky Sales is the place to go for you or just look on your account ID and see you have an order pending, text's fly back an forth especially at the install if you had and did not reply then that's another question to be asked!

Re: Sky engineer didn’t turn up on installation day

Another+One — Wed, 18 Feb 2026 20:24:55 GMT

The idiot bot said that installations could be managed in 'My Sky' but I can't find an option using the iOS app or by logging on using a browser. The bot also promised a text including a direct phone number but that didn't happen either.
Sky is such a frustrating service to deal with.

Re: Sky engineer didn’t turn up on installation day

Another+One — Wed, 18 Feb 2026 20:30:56 GMT

@JimM1 , The problem is that Sky promised an installation date and a router but hasn't delivered on either. I received texts after signing up, and the correct installation date, router delivery and Outreach FFTP details can be seen in My Sky, but none has been delivered. No texts or amended promises since. I'm not looking forward to another wasted hour on the phone to Sky.

Re: Sky engineer didn’t turn up on installation day

JimM1 — Wed, 18 Feb 2026 20:39:41 GMT

@Another+One The way it normally goes, is if for some reason the Installation team got hung up on a previous install, you will receive a text from sky, saying please call to rearrange another appointment sometime in the future, that is normally the day after it did not happen, once you get that text then call to do so! Delay's do happen for many reason's outwith the control off sky!

Did you receive a text from installation teams, they would have started a few day's ago with responce required like confirm it's good to go you are happy etc! If not and NO sky hub has been dispatched you have not had any form off communications etc, you should be able to track the Hub from when it leaves until it is delivered to the home, then something has gone way wrong!

Try this below.

Sky Help | Sky.com

Re: Sky engineer didn’t turn up on installation day

Another+One — Wed, 18 Feb 2026 20:41:05 GMT

@JimM1 @I'll look forward to their text tomorrow!

I appreciate that things go wrong with services and that delays can happen, but then the difference between good customer services and poor ones is communication. I've not received comms from Sky to say that the installer wouldn't be turning up or why the router wasn't sent.
It's especially annoying because I'm self employed and have lost an afternoon's salary upholding my part of the deal to await the installer.

Re: Sky engineer didn’t turn up on installation day

JimM1 — Wed, 18 Feb 2026 20:44:33 GMT

@Another+One See the help link above on the post!

Re: Sky engineer didn’t turn up on installation day

Another+One — Wed, 18 Feb 2026 20:47:47 GMT

@JimM1 thanks for the link.

Using the Track My Order link shows that order or delivery details haven't changed. £31.19 compensation for a missed appointment doesn't make up for 5 hours loss of pay - which I'll have to endure again when the installation is rearranged.

I'll phone them again tomorrow

Re: Sky engineer didn’t turn up on installation day

Another+One — Sat, 21 Feb 2026 13:43:50 GMT

Phoned again and got through to the pre-active team as suggested by @JimM1 . After an hour on the call we agreed installation for four days ahead, and I was promised a text that evening with confirmation. This hasn't been received so it looks like another, final call will be necessary on Monday.

If installation doesn't happen then I feel I've wasted enough effort and time on this so will cancel the agreement and migrate to Vodafone which currently has a sub £20/month offer for full fibre broadband.

No kit has been received from Sky, nothing has been installed and therefore the service hasn't been activated. I assume from reading the T&Cs that I can therefore cancel without charge nor penalty. Would that be right?

Re: Sky engineer didn’t turn up on installation day

JimM1 — Sat, 21 Feb 2026 13:52:50 GMT

@Another+One Sky operates the no questions asked 30 Day's from install policy so do not see any issue with that side, but your compensation is NOT covered under that.... Sounds like the system has a mess, just see if your Hub get's shipped to you, that would be able to be seen going out the door and tracked, also displayed in your orders and the my messages section off your account Worth taking a look in both area's.

Re: Sky engineer didn’t turn up on installation day

Another+One — Sat, 21 Feb 2026 13:58:29 GMT

Thanks @JimM1 !

Yes, no change to My Sky or when I logon to the Sky website.

Re: Sky engineer didn’t turn up on installation day

JimM1 — Sat, 21 Feb 2026 14:14:31 GMT

@Another+One So there is NOTHING AT ALL in your My Messages section on your account?

Re: Sky engineer didn’t turn up on installation day

Another+One — Sat, 21 Feb 2026 15:12:27 GMT

@JimM1, yes after placing the order on the 5th, I received a contract on the 7th (which had a different price to the one quoted on the phone) and other messages in My Sky confirming that installation and go-live was due on the 18th. Received a text from Outreach saying they'd call to install fibre but no date given. Since then no Outreach installation and no hub received.
Phoned Sky on the 19th, the day after the promised installation (T&Cs advise leaving a day so the engineer can update a customer's record), and installation was promised verbally for the 23rd. No futher messages, kit or visits from Sky or Outreach since then, and router not delivered to me yet.

I appreciate that everyone can make mistakes, but all I want is good comms, installation and service as promised for which I'm prepared to pay probably too much money for each month!

I really didn't expect to spend upwards of 6 hours on phone calls so far, lost salary for 5 hours with at least another 5 hours likely just to save a few quid a month, particularly as a Vodafone currently has a cheaper offer.

Re: Sky engineer didn’t turn up on installation day

TimmyBGood — Sat, 21 Feb 2026 15:24:10 GMT

@Another+One wrote:

particularly as a Vodafone currently has a cheaper offer.

Any Openreach client ISP will face the same issue.

Re: Sky engineer didn’t turn up on installation day

Another+One — Sat, 21 Feb 2026 15:42:48 GMT

@TimmyBGood , I appreciate that, but as a >20 year diamond customer with Sky I'm understandably frustrated with their service over my migration to them for broadband. I clearly forgot the latter part of the old business adage, aggregate for efficiency but disaggregate for effectiveness. I'll look into PlusNet as they receive strong marks in reviews about customer service.

It appears to me now that because comms providers rely on Outreach for the fibre line, we as customers should choose a provider based on customer service reviews and cost, because the technical service received is likely to be similar.

Re: Sky engineer didn’t turn up on installation day

JimM1 — Sat, 21 Feb 2026 15:49:30 GMT

@Another+One Got it but this is the worring one if you are not seeing in your my messages, copy of my extract!

Your Sky Broadband equipment is on its way

It won't be long until your Sky Broadband and Talk is up and running as your Sky Hub 4.2 has now been dispatched and should be with you in 3-5 working days.

What to do when your Sky Hub 4.2 arrives

Plus it has all the tracking information etc after this short extract!

Also Plusnet are NO longer doing talk phone so you may have to look elsewhere if needed!

Re: Sky engineer didn’t turn up on installation day

Another+One — Sat, 21 Feb 2026 23:39:22 GMT

@JimM1 I haven't received a message that you've described, in fact I haven't received any messages in My Sky. In the My Orders section under the heading "My Broadband Sky Order" there are three sections:

"Sky full fibre activation", which is scheduled to go live on 18th Feb,

"Sky Broadband Engineer Visit" with an arrival date of the same,

"Sky Broadband Hub delivery", with an expected delivery date of "coming soon. So my order is recognised but not actioned.

You're right about PlusNet, though no one really needs a landline nowadays except for home security or a LifeLine, and Vodafone is scored higher than Sky for customer services and offers a landline as well at less cost.

I'll see how Monday pans out regarding the promised delivery. I'm not hopeful based on precedings so far.

Re: Sky engineer didn’t turn up on installation day

JimM1 — Sun, 22 Feb 2026 08:34:03 GMT

@Another+One OK, my orders section is now blank which would be correct, but everything is sitting in the My Messages section off my account, 5 in total from Sept 5th to Sept 10th, with the heading's as e-mailed at.... See the attached screen capture picture when it get's cleared for general viewing....

I did have an accelerated install so everything was VERY rapid with the change over from EE/Sky but sure that was the request of OR to do it all, sky called after the order was all done and said do you think 10th would be ok, i said yes fine just go with it get it done, they said may struggle to get the sky Hub to you, i said don't worry can take care off everything my side that caused all kinds off thoughts on the sky Agents head at the time for sure once she said but you cannot work without a SKY Hub, sure?

Sky My Messages as it all unfolded in operation, these were also e-mails etc as sent at the times.