My dad is being ripped off by sky because they never installed his broadband

[Joseph46]

We bought my dad a sky package a few months ago for his care home. We originally bought superfast broadband and sky stream. When the engineer came to install the broadband he said there was no point digging all around the building due to where my dad's room is located. So the broadband was never installed which the engineer notified sky of. We bought him a mobile hotspot instead. Now sky are threatening him with enforcement action. They know the service was never installed. They have even gone as far as to suspend all his services so he can no longer watch sky which is his lifeline ad he in a care home. I can't call because as soon as I give them the details it says I need to pay his broadband bill before i can speak to anyone. 

It is absolutely disgusting conduct by sky as they know from the engineer the service was never set up. 

Has anyone got a number for sky that I can call and speak to a proper person without them demanding money first for a service he has never had.

[Daniel0210]

@Joseph46 

I sympathise with your Dads predicament however Sky won't talk to your Dad or you until the amount they believe is due has been paid. It may be wise to pay it, add a new payment method then you can speak to an agent. Of course any overpayment will be reimbursed in due course. 

[Mark39]

@Joseph46 unfortunately, Sky can only on the instructions of the accountholder even if the installer informed them that the installation wasn't going ahead. 

If Sky's records confirm that you're authorised to speak on behalf of your father, you could try contacting them via social media to explain what has happened and see if they can help, but as @Daniel0210 posted, they may not be able to in view of what they perceive to be an outstanding bill.

[Joseph46]

Yes I am authorised to talk on my dads behalf. I managed to get through to someone one day, and told him that we wanted a refund for payments already made, then he started trying to argue that there had been broadband usage on my dads account, saying that the router had been used which is physically impossible as he doesn't even have a master socket in his room to plug it into, and I still have both pieces of equipment unopened, so how could he have used it? When I argued that point even though I'm authorised to speak on my dads behalf and had the passcode he said I need to speak to your dad, which is 

[Joseph46]

Any payment made to his 'broadband and talk' account would be and is an overpayment because it was never installed, and they already took a few payments before I realised. Yet when I asked for this to be refunded the bloke got arsey and said he wouldn't speak to me even though I'm allowed to speak on my dads behalf and have the passcode. So I am reluctant to pay them anymore money because they clearly don't want to reimburse him for what he's already paid, and are lying saying there's been usage on his broadband account which is impossible because he doesn't even have a socket to plug the router into 

[Mark39]

Suggest you raise a formal complaint: https://www.sky.com/help/articles/how-to-make-a-complaint