Openreach Installation without Consent

[JT671]

I am not really sure where to ask this but I spoke to an agent about dropping our TV package and just having broadband.  

We agreed on a product but she stated at the time she couldn't complete the order due to a system  message.  She passed me to a team member and assured me no changes had been made.  Then I spoke to the colleague for a while - he threw out some other ideas.   I said ok let me think on it.  He said no issue - no changes made. 

So why then, 2 weeks later, did I come home to find someone had drilled into my house and installed a box for a non existent fibre order?  It is in a hideous place right by the front door and we didnt even ask for it!

I have tried raising this with Sky through their chat but I have honestly been frustrated to tears! They pass me round - to customer loyalty trying to sell me products.... they claim the chat got dropped.  All of it!  

One agent outright lied to me and I caught him out on it.  

So my question is is there some magic word I can use to be taken seriously?!  I genuinely did not place this order nor do I know if we will be even keeping Sky and now I have an eyesore of a fibre box by my front door without consent

[PandJ2020]

Wonder if this was triggered: https://www.sky.com/help/articles/full-fibre-broadband-at-no-extra-cost

Your route is an official complaint and then ADR if you can't find a resolution.

[JT671]

Thank you - I don't really want anything from them more for them to see it isn't ok to be attaching things to people's houses without their consent!  

It is just a struggle to get them to take me seriously 

[Me134]

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@JT671 wrote:

Thank you - I don't really want anything from them more for them to see it isn't ok to be attaching things to people's houses without their consent!  

It is just a struggle to get them to take me seriously 

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Use the 'Mail Us' option (it's actually an online form) under whichever category applies. It's not the quickest option as it can take weeks to resolve but you'll have a trail to follow if necessary. Include all possible details such as how and when you contacted them including any phone numbers or email addresses used (including yours).

https://www.sky.com/help/articles/how-to-make-a-complaint

[MarkGoldsmith]

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@Me134 wrote:

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@JT671 wrote:

Thank you - I don't really want anything from them more for them to see it isn't ok to be attaching things to people's houses without their consent!  

It is just a struggle to get them to take me seriously 

---

Use the 'Mail Us' option (it's actually an online form) under whichever category applies. It's not the quickest option as it can take weeks to resolve but you'll have a trail to follow if necessary. Include all possible details such as how and when you contacted them including any phone numbers or email addresses used (including yours).

https://www.sky.com/help/articles/how-to-make-a-complaint

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Just to add to the advice given by @Me134 . Sky will have 6 weeks to resolve the complaint, and if they don't after that time you can take it to ADR.