Installation Delayed by four months

DavRob — Sat, 04 Apr 2026 21:14:08 GMT

So i signed up to have sky fibre installed. One of the dates that was indicated to be available was 01/04/2026. 48 hours before this I was informed it had to be delayed due to a "network error" and that a further date would be advised. Before this happened I received a different email giving totally different reasons. Then the next day I was offered the date of 29th OF JULY as the first available date for my install.

Naturally I am rather unhappy with this, but I do not know what recourse I really have beyond cancellation (which ideally I do not wish to do) and going elsewhere, although I have been advised independently that even though the delay was not given less than 24 hours before the appointment that my case is considered "borderline" and may be eligible for compensation on account of the sheer length of time of the delay.

My question is, is it worth raising as an official complaint? Every other advice thinks so...

Re: Installation Delayed by four months

Chrisee — Sun, 05 Apr 2026 07:38:17 GMT

@DavRob of course you can complain but in practice nothing of substance be achieved by doing so. Sky do not own the local network they use to deliver broadband is owned by Openreach or City Fibre. When you placexan order with Sky they in turn order the connection from City Fibre if they cover your area or in most cases Openreach. The order is based on the information in the database of all 30 million plus lines.

In most cases the process is straightforward and the line is installed and activated as olanned. In a few including yours either during a pre-insralkation suvey or frequently during the install visit itself it is clear that the antcipated method isnt going to work and extra work is required. Reasons for this are many from a tree blocking the run from a pole to the need to dig a route for an under ground feed. In my own case it was the latter which took several weeks to arrange.

There is a compensation scheme detailed here Customer Auto-Compensation | Sky Help | Sky.com if the date was considred firrm I would expect you to be credited as I was myself

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Installation Delayed by four months

Re: Installation Delayed by four months