Engineer no show and visit cancelled in order tracking

[Mingzhi]

Hi, My engineer hasn't turned up to install my broadband, he/she was due on 11/06/2024 i have just checked in order tracking my order appears to be cancelled, i have had no communication from SKY as to why the order is cancelled and there is no way to reschedule the appointment even though the help says there should be a reschedule button to click.

I have tried calling SKY but they need the billpayer (My Husband) with me to pass security and access my account but he is working away on business, surely someone at SKY can check the engineer timetables and see what has happened??

[Daniel0210]

@Mingzhi 

You should be able to call Sky and speak to an agent providing you can pass the security questions. The only thing you can't do is cancel all or part of a subscription. Ask your husband for the telephone password he has probably set up previously and call again. 

[Mingzhi]

Hi Daniel,

My husband didn't set one up as he just ordered the broadband package on the internet, SKY wont speak to us unless we are physically stood together to go through security checks and my husband wont be back for a week yet, this is really stupid, we ordered it 2 weeks ago and waitied for an engineer, now it looks like it's going to be a month into my order and i still don't have any broadband, why can't they just check the engineers rota, it's not like i am asking any financial questions, i just want my visit re-instated quickly or an explanation as to why it is cancelled...

[Daniel0210]

@Mingzhi 

As customers we don't know what Sky CS Agents have access to when a third party (in this case Openreach) are involved.