Broadband delay compensation?

[willb71]

Hello, we were supposed to have Sky broadband installed on 7th April, and had a text from Sky and OpenReach confirming this date on the 22nd March. Then on the 4th we were told that it needed to be delayed for 10 days in order for OpenReach to install the correct equipment. It was finally activated on the 17th April. Are we entitled to compensation from the Ofcom compensation scheme for this delay?

[Daniel0210]

@willb71 

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

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

[caesarome]

@willb71 

I'm not sure you would qualify as per this:

When you order Sky Broadband & Talk, we’ll send you a letter or email with your provisional activation date which might change at a later date. We’ll let you know your confirmed date as soon as we have it.

If it’s not activated by midnight on the confirmed date, 

Taken from here

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

As your were informed of the date change and it was then activated on the confirmed date the way I read it as you would not qualify for the compensation credit. The original date you were given is a provisional one.

[willb71]

Even if we had a text 'confirming' the installation date? It's absolutely ridiculous that Sky can get away with cancelling a broadband installation with a few days notice, obviously knowing that our previous broadband provider would have been notified to cancel our broadband on that date, leaving us without broadband for 10 days, when we work mainly from home. And because they 'told us' before the activation date they can get away with it. Would never ever recommend anyone to switch to Sky, when this is how they treat their new customers.

[Me134]

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@willb71 wrote:

Even if we had a text 'confirming' the installation date? It's absolutely ridiculous that Sky can get away with cancelling a broadband installation with a few days notice, obviously knowing that our previous broadband provider would have been notified to cancel our broadband on that date, leaving us without broadband for 10 days, when we work mainly from home. And because they 'told us' before the activation date they can get away with it. Would never ever recommend anyone to switch to Sky, when this is how they treat their new customers.

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Since the issue appears to be with Openreach then you'd have had the same problem from any ISP using their infrastructure. It's a domestic service so working from home or not won't affect any work needed doing I'm afraid.