topic Re: 3 Home move cancellations in Account & Billing

3 Home move cancellations

Chris1711 — Wed, 03 Jun 2026 08:32:18 GMT

Good morning.

I have recently moved home, and have had 3 dates for TV installation at the new property cancelled by engineers. When contacting sky, they have said that there was nobody in for yesterdays attempt which is a complete lie, my wife watched the engineer park up, then drive off, then slowly drive back past my house moments later. I have also had issues with sky installing an ONT box for my internet, as the previous owners have removed this from the property.

If they are stating nobody was in, and they fail to attend for the visit booked in for today, then where do I stand in terms of cancelling my internet and TV package without charge, and requesting compensation? It has been close to 2 weeks with no TV or internet, as they stopped my internet 2 days before my actual move.

I am beyond frustrated with the service provided, and to lie that nobody was at the property when there was, has angered me even further.

Many thanks in advance for any advice provided.

Re: 3 Home move cancellations

caesarome — Wed, 03 Jun 2026 08:48:52 GMT

@Chris1711

For both issues you will need to speak to Sky as for the ONT you do need to let Sky know about this so they in turn can inform either Openreach or Cityfibre so they can install a new one for you.

Re: 3 Home move cancellations

Chris1711 — Wed, 03 Jun 2026 08:53:23 GMT

Yes, I've made sky aware of the ONT box and they have booked an Openreach engineer for today, which i am confident will get sorted. However, I have 0 confidence in a resolution to my TV installation at the moment.

Re: 3 Home move cancellations

Me134 — Wed, 03 Jun 2026 09:09:40 GMT

@Chris1711 wrote:
Yes, I've made sky aware of the ONT box and they have booked an Openreach engineer for today, which i am confident will get sorted. However, I have 0 confidence in a resolution to my TV installation at the moment.

Is this for Q or HD+ so that you're waiting on a dish being fitted?

Re: 3 Home move cancellations

Chris1711 — Wed, 03 Jun 2026 09:41:07 GMT

Yeah, it's for Sky Q. The engineer has actually arrived and fitting the dish currently.