Official Complaint

SharonUrq — Sun, 28 Jun 2026 11:05:37 GMT

Hi everyone,

I am looking for some help from a Sky Community Manager to escalate a dual issue regarding a failed new installation and mis-selling by a sales advisor.

Re: Official Complaint

caesarome — Sun, 28 Jun 2026 11:07:48 GMT

@SharonUrq

A Sky Community manager can not help you with a complaint so you can get this in by filling in this form:

https://www.sky.com/help/complaints

This gives Sky 6 weeks to resolve this issue and if they do not you can ask for a deadlock letter to take it further.

Re: Official Complaint

SharonUrq — Sun, 28 Jun 2026 11:08:14 GMT

Subject: Official Complaint: Breach of Consumer Rights, Mis-selling, and Unresolved Broadband Activation Delay.

Dear Sky Complaints Team,

I am writing to formally log a complaint regarding a severe lack of service, systemic misinformation from your telephone advisors, and a clear case of mis-selling regarding your "Recommend a Friend" Scheme, Broadband Activation Failure and Contradictory Information.

An Openreach engineer completed the physical installation of my Sky Full Fibre broadband at 16:00 on Friday afternoon 26/06/2026, . My Openreach ONT wall box shows three solid green lights, indicating the physical line is fully operational. However, my Sky Max Hub is stuck on a pulsing green light. I have called Sky numerous times this weekend. On Saturday early afternoon, an agent explicitly promised me that Openreach had been contacted and my line would go live at midnight on Saturday night. I was also told this around 17:00 on Fridsy afternoon that it would go live at midnight Saturday morning, This did not happen. I have since discovered that my account tracker lists an "Engineer Investigation," meaning the automated timelines given to me by your staff were completely false and used to placate me. Because my activation date has been missed, I expect Sky to honor the Ofcom Automatic Compensation Scheme, calculating a £6.46 minimum credit for every calendar day from Friday onwards until the line is fully functional.

2. Mis-selling of "Recommend a Friend" Scheme and Giftcloud Fob-Off.

When I initially called Sky to get a quote, I explicitly informed the sales advisor that my daughter was referring me through the "Recommend a Friend" scheme. The advisor explicitly told me that the referral could be processed and applied after the services went live. This was completely incorrect and constitutes mis-selling, as I later discovered a unique tracking link was required prior to signing up. After contacting Sky on numerous occasions to rectify your agent’s error, a Sky representative told me they had instructed your third-party provider, Giftcloud, to manually issue the £90 vouchers to both myself and my daughter. However, when I contacted Giftcloud, they formally stated they had no knowledge of this request and no capability to issue these vouchers. I have been completely fobbed off by Sky customer services yet again.

My required Resolutions: To resolve this complaint, I require the following actions to be taken immediately, Direct escalation of my line to the Sky Wholesale Team to manually clear the Openreach billing/provisioning block so my router can turn solid white. Direct confirmation that the Ofcom Automatic Delay Compensation is being applied to my billing file. Manual intervention from a senior Sky manager to honor the original sales agreement and manually issue the missing "Recommend a Friend" retail vouchers to both my account and my daughter's account, overriding the error made by your sales agent.

I look forward to your swift response within the regulatory timeframe. If this cannot be resolved, I will look to escalate this matter to the Communications Ombudsman.

Yours sincerely,

Re: Official Complaint

TimmyBGood — Sun, 28 Jun 2026 11:49:47 GMT

@SharonUrq wrote:

I look forward to your swift response within the regulatory timeframe. If this cannot be resolved, I will look to escalate this matter to the Communications Ombudsman.

As @caesarome indicated above, there's no point posting such things here.

Also note that Sky uses the 'Communication & Internet Services Adjudication Scheme' rather than the misleadingly-named 'Communications Ombudsman' : these are competing commercial ADR services approved by Ofcom (which requires ISPs to have one of them on contract) and don't themselves have any regulatory powers.

https://www.ofcom.org.uk/phones-and-broadband/service-quality/adr-schemes

Re: Official Complaint

caesarome — Sun, 28 Jun 2026 11:11:47 GMT

@SharonUrq

You might not have seen my post as you have wasted your time posting that on here.

Re: Official Complaint

SharonUrq — Sun, 28 Jun 2026 11:14:06 GMT

Thanks only just seen your reply

Thanks again

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