Angry customer

[Customer92]

My 92 year old Auntie was due to receive her new phone and broadband connection today. The engineer failed to turn up, with no emails or phone calls to me. I was the main contact for my Auntie I have a power of Attorney for her. She was moving into a sheltered accommodation, she is very vulnerable and is very anxious about moving house. After spending 3 hours on the phone to your call centres being passed from pillar post eventually I was offered a new connection on the 21st of May. 6 days without any phone connection, I explained that she needs her phone for emergencies and that she has a very sick brother and needed to keep in contact.

[Customer92]

I was told that open reach were to blame for her connection issues. How can a compassionate company like sky treat our vulnerable customers like this? I was given 10 different phone numbers each time we had to go through the same security questions this made my auntie more and more frustrated and angry with their lack of compassion. 
I asked to speak with a manager on many occasions and they refused to connect me. 
I am going to be forced to buy a mobile phone for my auntie which I am unsure if she will be able to operate it. Sky I hope you are happy about our awful treatment, you should hang your heads in shame!

[Daniel0210]

@Customer92 

Firstly you haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Agents are duty bound to go through the security question to confirm they are speaking to the account holder and/or their representative. 

The installation was possibly postponed due to the engineer from Openreach being delayed due to an earlier job overrunning. Openreach update their ISPs overnight so Sky may have more information today. The alternative appointment of the 21st would be the earliest available slot. 

Auto compensation for delayed installation is explained in this link. It is applied 30 days after the installation is completed as a credit on her Sky Broadband account.

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

[TimmyBGood]

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@Customer92 wrote:

I was told that open reach were to blame for her connection issues. How can a compassionate company like sky treat our vulnerable customers like this? 

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All ISPs on the national network are completely reliant on Openreach: their own personnel literally aren't permitted to touch the infrastructure.  That's the historic legacy of a nationalised monopoly industry being privatised in the 1980s.