Charged for no service

[Bassdon]

There's been a problem activating my broadband and tv service because Openreach need to install a cable outside and it's taking ages. Meantime, I've been charged on my second bill for something that I haven't got yet! Wish there was a live chat service because it's inconvenient having to call Sky whilst at work.

[JimM1]

@Bassdon Broadband charges will not happen until the service is activated and you are connected up and running!

[Bassdon]

Well the money has been debited from my account. Are you saying it will be refunded?

[caesarome]

@Bassdon 

Billing shouldn't start until you line has been activated so if you have been then at present there is nothing you can do until this issue has been fixed then you can speak to Sky about getting a credit added to your account for the billing and delayed activation issues.

[JimM1]

@Bassdon If they have taken for the broadband then yes you should get that refunded, the TV will not be!

[Bassdon]

I don't know which it's from, though I can check the bill and I'm sure it'll say. But, I'm not using the tv service either yet.

[Bassdon]

Ok thanks for your suggestion 🙂

[JimM1]

@Bassdon Have a look on your billing, it is well itemised for what is what, TV is a complete seperate issue and one for sure that you will have to argue with sky about, TV can be used on any broadband system!

[Bassdon]

Yes will do. I know that I could've started using the tv but I'm holding off because otherwise it's gonna get complicated with my present supplier,  Virgin, with having to work out part amounts for still having broadband but quitting the tv....absolute nightmare that I'd like to avoid!!

[caesarome · Accepted solution]

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@Bassdon wrote:
But, I'm not using the tv service either yet.

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For Sky Stream/Glass billing starts 21 days from delivery as you can read about here:

https://www.sky.com/help/articles/bills-and-payments-sky-glass-first-bill.

When broadband has been activated as per my previous post you would qualify for delayed activation credit and also as you were billed for the TV when you could not use it.