Complaint

[StanLam]

I am submitting this formal complaint regarding a series of severe administrative errors and a total lack of customer service follow-up that left me without an internet connection for nearly three weeks.

The timeline of incidents is as follows:

1. May 29: Sky incorrectly set up my account with the wrong installation/billing address.

2. May 29: Because of this wrong address setup, my existing, working internet connection was immediately cut off.

3. May 29 – June 17: I was left with absolutely no broadband connection for 19 days. I was forced to spend £20 of my own money on mobile SIM data just to stay connected.

4. June 17: My activation date had to be completely reset, meaning I effectively paid for a service I could not use.

5. Customer Service Failure: Throughout this entire period, I received zero proactive follow-ups, updates, or communication from Sky customer service. Furthermore, a promised one-off discount to cover this down period has never been applied to my account.

Expected Resolution & Compensation:

Under Ofcom's Automatic Compensation Scheme, I am legally entitled to compensation for delayed activation/total loss of service (currently £6.10 per day of no service). I expect:

 Full automatic compensation for the 19 days of total service loss.

 The application of the promised one-off discount that was hidden or omitted.

 A reimbursement of the £20 out-of-pocket expense for temporary mobile data.

[Daniel0210]

@StanLam 
You may not be aware but you haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to assist other customers.

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@StanLam wrote:

I am submitting this formal complaint

You can't submit a complaint via the forum

A reimbursement of the £20 out-of-pocket expense for temporary mobile data.

That would be something you need to take up directly with Sky but they are under no obligation to do this, even as a good will gesture.

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[StanLam]

Where should I get contact with them please

[Daniel0210]

@StanLam 

This link explains the methods of making a complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint 

Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/ 

[TimmyBGood]

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@StanLam wrote:

 (currently £6.10 per day of no service)

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£6.46 as of April 1st 2026 when the annual CPI adjustment was applied.

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know