How to cancel broadband instalation/contract

[Victoria35]

Hi,

How can I cancel Sky broadband? It's been 5 weeks since I've ment to get broadband installed. (First date was 6 march)

Since then, 3 engineer appointment was either cancel or no show.

Engineer ment to come out today, but I've got txt to call and reschedule. I've called, and was told to wait till 5pm and then call if they don't show up.

I want to cancel the whole thing and just go to different provider.

[Daniel0210]

@Victoria35 

You will have to call Sky to cancel the installation. It can't be done online. 

[Mark39]

@Victoria35 note that if you move to another provider, you'll be starting again, and if it's a provider that relies upon the Openreach network (not Virgin, for example), you'll have the same problem.

[Victoria35]

I was with virgin and will be going back to them. 

I am sick of sky promises and nothing afterward.

have broadband still sealed in a delivery box for 5 weeks with no broadband at home.

[MarkGoldsmith]

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@Victoria35 wrote:

I was with virgin and will be going back to them. 

I am sick of sky promises and nothing afterward.

have broadband still sealed in a delivery box for 5 weeks with no broadband at home.

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FYI it won't be Sky at fault with the broadband installation if you are requiring an engineer visit. It will be OpenReach, as they would be providing the engineer to get your property connected to the OpenReach network to provide the service.

[Victoria35]

Yes I am aware of that, as I was with contact with sky customer support multiple times. I am getting no resolution or any information about what's happening. 

I do understand that Sky is contracting engeniers from other parties, but it is not my responsibility to chase them. 

Sky did nothing to resolve the situation or give me any updates on what happened 

[MarkGoldsmith]

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@Victoria35 wrote:

Yes I am aware of that, as I was with contact with sky customer support multiple times. I am getting no resolution or any information about what's happening. 

I do understand that Sky is contracting engeniers from other parties, but it is not my responsibility to chase them. 

Sky did nothing to resolve the situation or give me any updates on what happened 

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Agreed, but i believe OpenReach have 48 hours after a visit or failed/cancelled visit to then provide an update to Sky, which in turn would subsequently lead to a delay in Sky being able to provide you with updates.

Unfortunately this process and the rules in place for Openreach around timelines means that this type of scenario is fairly common where an Openreach visit is required.

Once thing to note is that is your provisioning of broadband is delayed you will be automatically provided with compensation once you are connected (https://www.sky.com/help/articles/auto-compensation)

[Mark39]

Sky can only pass on what Openreach have told them, and from previous posts, that tends to be sketchy - often ranging from 'we've found the fault and are investigating' to 'we've fixed it' with no interim updates. Sky's interface with Openreach is, I believe, system automated with limited, if any opportunity for Sky to chase up what's happening, hence there's sometimes something of a black hole.