Charged for Sky Ultimate TV but not Activated

[SD20]

Hi All,  advice would be appreciated.     Trying to resolve issues for my elderly mum. 

She does not have any internet currently.  And has been awaiting the activation date.  Open reach engineer has been cancelled 4 times since September (yesterday being cancelled on the day).   However, Sky has charged my mum for Ultimate TV and Sky Sports since September.  She's at the point now of just wanting the cancel the whole thing.     Should she be eligible to be refunded for the TV package if it's not able to be used due to no broadband?   And are cancellations possible under these delayed circumstances?     I've since learned that Virgin should be able to connect as they have completed work on their street already.   Many thanks in advance. 

[Mark39]

Which Sky tv system does your mum have?

[SD20]

Thanks for your reply,  It's a Sky Stream Puck

[MarkGoldsmith]

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@SD20 wrote:

Thanks for your reply,  It's a Sky Stream Puck

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TV and broadband services are separate services and contracts and therefore have different activation timelines.

With Sky Stream activation happens either when the puck is setup or 21 days after delivery. I think the typical assumption is that if the broadband hasn't switched over by then the customer would likely still be on their old ISP and therefore still have a working broadband connection. 

All you can really do is raise a complaint with Sky and see if they are willing to provide a credit for the TV service in addition to anything you may get for a delayed broadband activation, however it's possible Sky would want to wait until the broadband is activated before talking about any sort of potential compensation.

The Sky complaints process is documented here: https://www.sky.com/help/articles/how-to-make-a-complaint