Eligibility for refund after loss of service following house move

[jhen2105]

I recently moved house and rang Sky the day after the move to notify them and request activation of services in the new property. The agent told me that Sky prefer to have at least 14 days' notice of a home move, however, in my case this was not possible as the exchange and completion were done at the last minute. By the time the engineer attends to complete our activation, we will have been without our Sky services for 11 days since notifying Sky. With that in mind, would we be eligible for a refund for the period when we were without services? Thanks in advance for the replies!

[caesarome]

Once you have your services installed you are free to discuss this with Sky as they might apply a credit to your account to cover the number of days you have had no service.

[MarkGoldsmith]

If this included a broadband service then 2 weeks is the standard activation time required by openreach to activate/switch a service at a property.

[TimmyBGood]

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@jhen2105 wrote:
With that in mind, would we be eligible for a refund for the period when we were without services? 

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That seems extremely unlikely: a service provider can't reasonably be held responsible for a householders purchasing or moving arrangements.  As @MarkGoldsmith indicates, there's a standard lead time for broadband provisioning, and the trigger point for 'compensation' would be the scheduled activation date at the end of this period.

[GD1]

@jhen2105  As mentioned as you only told Sky after you moved the issue isn't with Sky or Openreach as they need at least 10 working days to connect your new address, based on that it's unlikely you will be compensated due to this regardless of circumstances.

Auto compensation is detailed here for broadband https://www.sky.com/help/home/broadband/policies-and-info/auto-compensation/articles/auto-compensati...

So unless the installation was delayed beyond your given activation date you wouldn't be entitled.

[TimmyBGood]

@jhen2105 

Subscription television is rather different, with no statutory compensation scheme, but again, it wouldn't seem reasonable to expect Sky to cover the absence of the expected notice period or to pay a penalty for not producing an installer immediately.