Complaint

[BeckyH93]

I have been without internet now for 10 weeks - I have tried to input my complaint on the online form but it doesnt work! Does anyone have an email to send complaints to? 

Thanks,

Becky

[Chrisee]

@BeckyH93 Sky dont normally use email so I would not use the online form but there is a street address you can write to in this link How to make a Sky complaint | Sky Help | Sky.com You can also register a formal complaint over the phone or we can escalate your post to an online chat team who can record it for you.

Delays in sorting broadband issues are most commonly down to Openreach the national network provider who can be infuriatingly slow. Sky have very limited ability to speed things up but compensation is payable see  Customer Auto-Compensation | Sky Help | Sky.com

[BeckyH93]

thanks @Chrisee , Could you forward mine onto the online chat? It's definitley mix of sky and open reach but i have moved house and have had my new order cancelled 4 times and they can't tell me why - it's been a nightmare! 

[Chrisee]

@BeckyH93 that is done but the team may take a few hours to get in touch as they are catching up on the holiday. Home moves seem to be an area that where they go wrong they can go very wrong but Sky should be able to tell you the issue. Hope you get it resolved.

[Daniel0210]

@BeckyH93 

We have been advised the Escalation process won't be back operational until tomorrow so don't expect a reply from them today.

[caesarome]

@BeckyH93 

That chat team might not get in contact until tomorrow as they are not working today - this is what we have been told.

[Lisa-P1987]

Thanks for escalating this. We’ve sent BeckyH93 an invite to chat.

[Johanna6099]

I have been without internet from beginning of Jan - is there somewhere my complaint can be esculated to? The previus post mentioned an online team?

Thanks

[Highlinder]

@Johanna6099  Have you reported this fault to Sky to see if they can fix this for you?

[Johanna6099]

Yes, have been trying to move over to them for broadband from dec. 6 engineers later to put a bt line in, it's been cancelled for the second time as they had not got the address correct. Told that there is no customer complaint department. Have filled in the online form but don't know where else I can email? 

[yellow37]

Any help out there when is the next step on official complaints to Sky? 

We have had no broadband for a month due to an error nit our fault!  

Is it financial ombudsman or the CISAS? 

All help welcome 🙏 

[TimmyBGood]

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@yellow37 wrote:

Is it financial ombudsman or the CISAS? 

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For everything except credit agreements it's CISAS, but only after eight weeks or formal notification of deadlock 

https://www.sky.com/help/articles/alternative-dispute-resolution