Sky rang us on 2211/24 asking us to upgrade to fibre bb. Installation 20/12/24. On 29/11/24 our bb stopped working. After many, many phone calls, cancelling the upgrade & getting nowhere a 2nd engineer came on 21/12. Nothing wrong with our equipment but he rang CNS who said it was cancelled on 29/11. After more phone calls and cancelling our bb on sky system, (even though it was cancelled on 29/11) we have now got a date for reinstallation - 30th january 2025!! which means over 2 months of no bb. You can imagine what we cannot do in our everyday lives as you need the internet for most things these days. We have to use our mobile data to get online but screen too small for some things The distress, frustration, inconvenience and time trying to sort it out is making me ill. She says will get a refund of bb & multiroom from 29/11 - 30/01 plus £30 as a goodwill gesture. I asked about the £9.76 per day if the problem was not fixed within 2 full working days but she says we are not entitled as bb was cancelled. We did not cancel this. We have not done anything wrong but are being penalised for it. We said we will look at getting another provider but was told we can't cancel tv as we are contracted til 2026. Why can they cancel our broadband but we can't cancel TV? We asked to speak to someone more senior but told we have to put a letter in writing to the complaints dept. How can I print a letter out without bb? Another trip to someones house to use their WiFi and now have to ask to use their printer. We feel that as diamond vip customers, we have been treated very badly. We have no faith in sky any more. We would be grateful for any advice and if there is any way we can go to another provider without being penalised.
