City fibre

[Danthemanj]

No city fibre engineer arrived on 5/08/25 to fit my broadband as arranged with sky. Been trying to sort out with sky a new date for installation but getting nowhere. Can someone give me a phone number of someone at sky that can sort this for me. I have a sky internet box that I'm paying for that is no good without the internet. 

[Chrisee]

@Danthemanj you should not be charged for the internet service until it is set up and wirking indeed you should be accumulating compensation see Customer Auto-Compensation | Sky Help | Sky.com

If you are referring to Sky Stream TV service that is only charged once it is commissioned or 14 days after delivery. The pucks workwith any broadband service and hopefully if you are moving from another isp and you used the one touch iswitch service you could use the old connection for the time being.

Sky do not use specific numbers instead the IVR system should recognise your account if you use the mobile number registered to your account and route you to an agent who is trained to work on City Fibre accounts (only some are so ask that first) if there is an issue the CF trained agents can escalate the issue to a specialist order recovery team. Cf like Openreach do on occasions hit snags with some fibre installations it is bad luck your's is one of those.

[Danthemanj]

That's fine. But sky are not giving me a date for the installation. How can I get a date for this. 

[mormegil]

It depends if there is an external issue that requires resolving before a new installation can be booked, if you have not received a text or email from sky regarding your city fibre order then you would need to call in to prevent further delays

[Danthemanj]

Called about 10 times but sky still keep saying they are investigating and will keep me informed. But still no installation date. 

[Danthemanj]

Why are sky so bad they can't just answer my question. When will city fibre connect my broadband. Never known customer service like it. Just about to call to cancel the lot. 

[TimmyBGood]

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@Danthemanj wrote:

Why are sky so bad they can't just answer my question. When will city fibre connect my broadband. 

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Presumably they just don't know?

[Danthemanj]

How can they not know. The installation was booked for 5/8/25 but no one arrived. City fibre told me to contact sky for them to arrange a new installation date. I have tried to contact sky but they are saying they can't arrange a new installation date. Don't know we're to go from here. 

[TimmyBGood]

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@Danthemanj wrote:

City fibre told me to contact sky for them to arrange a new installation date. I have tried to contact sky but they are saying they can't arrange a new installation date. 

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So they don't know...

As you are discovering, the Sky partnership with CityFibre has been live for a very few months, and they are undoubtedly discovering issues with workflows.