20 days with complete loss of service, no show engineer

[aisling_]

We had fibre installed on November 27th and on November 28th it completely stopped working. Called multiple times, finally told that an engineer would come on December 17th between 12 and 5:30. Took time off work and called three times that day to confirm this as we hadn't received a text message, and each agent told us that the visit was confirmed. Surprise surprise the engineer never showed up, and it turns out the engineer was never booked in the first place, there was only a note on our file. Very strange that an agent told us we were last on the engineers list that day and to keep waiting, when we were never on his 'list' in the first place. 

Anyway called again to complain and all they  could do was send an engineer on January 2nd. Couldn't give me any time estimate and yet again, no written confirmation of this. Agent says an engineer will call beforehand, how do I know the same thing will not happen again? What can I do to confirm this and make sure that they've actually made a booking?

By the time January 2nd comes around it will be 34 days with complete loss of service. At this stage, I don't have faith that the engineer willl even show up on January 2nd. Surely it would be possible to cancel my contract if sky cannot provide me with service? 

[Daniel0210]

@aisling_ 

34 days is an unusually long time but unfortunately after the recent storms Openreach engineers will be at full capacity regarding repairs. As customers here we can't say why there was no attendance and can't guarantee it won't happen again. Perhaps call Sky nearer the January 2nd appointment to ascertain the time frame on the day.

In case you aren’t already aware, the following link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).