Request refund for poor broadband

[Juju95]

Hi, I am looking to request a refund for (very) poor broadband services going back to June 2025 (involving numerous unsuccessful openreach visits and an unsuccessful contract termination process), I would like to know who I can contact for this. I am not the original account holder, however I can include them in the process if necessary. 

Cheers! 

[caesarome]

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@Juju95 wrote:

I am not the original account holder

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As you are not he account holder then you can not do anything as it is only the person that is can contact Sky or put in a complaint about your issues.

[Daniel0210]

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@Juju95 wrote:

I am not the original account holder, 

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@Juju95 
This is a customer ▶️ customer discussion forum where we try to help other customers. You haven’t actually contacted Sky by posting on here.

Not sure what you mean by "not the original account holder". 

[Juju95]

I am taking this action on their behalf and with their permission which is perfectly fine, I just need to know who can be contacted in order to resolve this issue. Ideally I can do it myself and simply include them in the process to affirm their permission, since I am the one who has been making the payments over the last year (they left the flat 6 years ago and only recently were we able to find them and through them terminate the contract). If I cannot, I will let them contact directly, either way we need a point of contact. 

Asking them to post the same question purely for form seems redundant to me and I would like to terminate any dealings with Sky sooner rather than later. 

[Mark39]

@Juju95 the fact that you pay is irrelevant, I'm afraid, if the account is in someone else's name.

Sky have an automatic compensation scheme agreed with Openreach, but it only provides compensation for total failure. 

https://www.sky.com/help/articles/auto-compensation

[Juju95]

Then I will ask the original account holder to copy paste the original message in a new post shortly, well done. 

[Daniel0210]

@Juju95 

It's pointless them posting. The account holder needs to contact Sky or make a complaint, (after which Sky have up to 8 weeks to resolve it.)

[Juju95]

Then I will circle back to my original question. I am not here to contact Sky, I am here to ask HOW to contact Sky with the complaint/request. Does the account holder send an email with all the evidence, is it a specific phone number, is there a button the Sky dashboard that I overlooked? 

Google told me to either use the Chatbot (got nowhere), call [Removed] (that will take forever), or post on this forum. Looks like the phone number is the only option left, but ideally there is a specific email address the original account holder can use. 

Moderator notes: Removed phone number

[SKY1992bf]

@Juju95  The actual account holder needs to follow the process as described on the link below 

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