Early termination charge for temporary account

[Ashley.+Bray]

As the title really, I've received an email at 8pm tonight (closing time for sky customer service) stating that I've received an early termination charge of £117.50 for the cancellation of my temporary account.

This temporary account was set up by sky so I could receive broadband whilst I waited for my superfast fibre to be installed by openreach.

I was assured I'd incur no charges or hassle with this temporary account as I'd had such hassle being without broadband for a month so reading the said email earlier has put me in a foul mood as I'll no doubt end up on the phone for hours again tomorrow. 

This coming from a loyal 17 year customer 

[Mark39]

No doubt the application of the charge was automated. Yep, give Sky a call (quicker) or raise a complaint.: https://www.sky.com/help/articles/how-to-make-a-complaint

[TimmyBGood]

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@Ashley.+Bray wrote:

This temporary account was set up by sky so I could receive broadband whilst I waited for my superfast fibre to be installed by openreach.

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Given 'temporary' installation in those circumstances (I assume there was a delay in FTTP provisioning) shouldn't be possible at all, it's not particularly surprising that complications have arisen.  As @Mark39 indicates, manual intervention will be required, and unfortunately that may be a protracted process.

[TimmyBGood]

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@Ashley.+Bray wrote:

I was assured I'd incur no charges or hassle with this temporary account 

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Such an assurance was particularly unwise: I suspect the advisor was acting with the best of intentions but was perhaps somewhat misguided.