topic Re: As a new customer, I have been billed but the fibre hasn't been installed in Account & Billing

As a new customer, I have been billed but the fibre hasn't been installed

DCH123 — Tue, 05 May 2026 20:03:25 GMT

Openreach cannot connect fibre until at least another month but I have been billed by Sky. What was supposed to be a better deal has meant I am paying twice, once for my current provider and again for Sky.

I was under the impression that I wouldn't be billed until it was installed and there would be a switch over at that point.

I am paying for a service I am not receiving. As a new customed, this isn't a great introduction; online chat is painful and it has been left that a note will be left on the account.

What does that mean? Will I get credited and am I likely to recive another bill in the meantime?

Re: As a new customer, I have been billed but the fibre hasn't been installed

caesarome — Tue, 05 May 2026 21:06:53 GMT

@DCH123

You shouldn't be billed until it has gone live so what was your original activation date and are you sure it isn't a credit for the delayed activation that has been applied to your account as per this:

https://www.sky.com/help/articles/auto-compensation

Re: As a new customer, I have been billed but the fibre hasn't been installed

martswain — Wed, 06 May 2026 05:40:10 GMT

Have you also ordered Stream?

If so that automatically activates and is charged a certain time (someone will confirm that actual period) after DELIVERY as it can be used with any broadband service.

Re: As a new customer, I have been billed but the fibre hasn't been installed

DCH123 — Wed, 06 May 2026 06:08:47 GMT

Thanks, activation date was 23rd April but Openreach can't install until 1st July.

no credits but an invoice for the full amount.

Sky TV was part of the deal but I've been billed for the lot.

Re: As a new customer, I have been billed but the fibre hasn't been installed

caesarome — Wed, 06 May 2026 08:32:09 GMT

@DCH123

In the first instance I would call Sky and speak to them about this as billing for broadband shouldn't start until it has been activated.

Re: As a new customer, I have been billed but the fibre hasn't been installed

DCH123 — Sat, 09 May 2026 03:09:10 GMT

Thanks, that was really helpful as I hadn't had any communication to say that was the case.
unfortunately still being billed for full packages with old provider until switchover too 😢