Sky order not installed, no update and no resolution

[Tej15]

Hi

I ordered Sky Fibre Broadband and SKY Q TV to be installed on the 11/09/25. 

I have had successful install of broadband, but was unable to get Sky TV installed because the engineer didn't have a vieweing card and could not use the existing dish at the back of the house. He asked me to ring sky to rearrange or get Sky stream instead.

I have since rang but no one has been able to resolve the issue for the last 2 weeks, saying I have to wait until the order is cancelled. Someone was supposed to ring back but no call. I rang last week and the person said she couldn't help even though she was the last point of contact.

The second thing is the pricing. I was told monthly contract is for £138 per month but it is showing £151 per month which is again not what I signed up for!

No one is able to assist currently on the call and the Sky is telling me payment for £300 is going to go out of my account without the full services installed. This to be honest is really bad.

How is this going to get resolved and who do I contact?

Thanks

Tej

[PandJ2020]

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@Tej15 wrote:

...who do I contact?

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Sky?  We're other customers here.

Raise a complaint if necessary.

[Daniel0210]

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@Tej15 wrote:

The second thing is the pricing. I was told monthly contract is for £138 per month but it is showing £151 per month which is again not what I signed up for!

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@Tej15 
Forgetting the lack of Sky Q for a moment, if you’re a new customer your first couple of bills are usually higher, basically due to the dates they cover (more than the usual number of days). In effect you’ll be charged from the date of the activation up until the end of that billed month, and for the next month in advance. Check your future bills to see if they reflect the amount you were expecting. Also see these links
https://www.sky.com/help/articles/understanding-my-bills 
and
https://www.sky.com/manage/bill/future 

Once the Sky Q is sorted a credit should appear on your Sky account which will be used first towards future bills, 

[Tej15]

Yeah, the first bill is usually higher but future bills are showing at £152, definitely not what I signed up for - £13 more than the what I was told on the phone. I have rang them multiple times but they said I need to wait for a team they can't reach or transfer me to resolve this!

[caesarome]

@Tej15 

You could put in a complaint:

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

[Tej15]

Thanks, I already submitted that last week explaining the situation but not sure with the timelines and process. I guess not much can be done currently.

[Daniel0210]

@Tej15 

Sky have up to 8 weeks to resolve a complaint satisfactorily or reach 'deadlock'. 

[caesarome]

This link explains the process:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

Sky actually has 8 weeks to respond to you.

[Mark39]

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@Tej15 wrote:

Yeah, the first bill is usually higher but future bills are showing at £152, definitely not what I signed up for - £13 more than the what I was told on the phone. I have rang them multiple times but they said I need to wait for a team they can't reach or transfer me to resolve this!

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It sounds like Custolmer Services have raised a CRF (customer request form) which requests manual intervention by a back office team to put this right. It can take a while depending on how busy they are.