Engineer never arrived! No communication and no broadband!

[ElishaB]

An engineer was scheduled to arrive yesterday between 8:00 and 1:00 to re install my broadband. By 2:00 PM he had not arrived and no communication had been established. I contacted Sky who informed me the engineer was delayed on his previous job and would be with me within 15 to 30 minutes. 3:00 PM and still no sign so I contacted Sky again and was told the engineer was supposedly "on his way to my job at 09:30 AM but strangely never arrived," and has not been able to get hold of since 08.00 AM this morning. 

I'm now left without broadband and cannot be given a new appointment until the engineer who noone can "get hold of" informs sky he didn't attend!!!!! Can somebody sort this out please as a matter of urgency before I move suppliers again. Thanks 

[caesarome]

@ElishaB 

As we are customers here who help each other we can not help you with this I'm afraid. I would usually suggest to put in a complaint but Sky would then have 8 weeks to resolve this issue for you. 

[Daniel0210]

@ElishaB 

If this was an Openreach engineer, OR usually update their ISPs overnight for scenarios like this so if you contact Sky today they've hopefully now had an update.

[Chrisee]

@ElishaB you should be compensated fir the missed appointment and the delayed provisioning of your service see Customer Auto-Compensation | Sky Help | Sky.com

Openreach schedule several jobs in each session if one over runs the last job gets missed and is rescheduled for the next free slot which is very irritating for the customer but works well for Openreach. Sky are essentially powerless unless they can schedule one of their own engineers 

[ElishaB]

This morning I spent an hour on the phone with Sky and they couldn’t help me. The engineer hasn’t marked the job as missed or even completed so they can’t book another appointment until it’s sorted with City Fibre. 🤬