Full fibre installation

[ClaireW]

I had an engineer booked today for full fibre broadband. The installation went well but it is not working. I knew when I was told I will get a call back that the call wasn't going to happen. Speaking to sky they acknowledge there is a fault. But that's it. No call no text no rearranged visit. I've been without tv/ broadband for 10 days and need this to WFH on Monday. I've been told I might need to wait 72 hours but I have been paying for this service with no service provided! What are my options? 

[mormegil]

If the service is not active then you will not be getting charged for the service, if it is and is not working the fact that you have already logged the issue means you may be entitled to auto compensation for the duration of the outage

if the fault is part of the installation then the agent was correct openreach have a service level agreement to provide an update or resolution within 72working hours but you will not be getting charged as the installation is not complete and the service is not active

with it being the weekend there may not even be any notes or updates from the installation engineer until Monday at the earliest, what did the engineer tell you before they left?

[ClaireW]

Thanks for your response. The engineer said he would call me back but the call never came. On speaking to a sky representative they said it could take 72 hours to resolve. I'm just mindful that another visit isn't pencilled in, I've already waited 2 weeks for this appointment and concerned it's going to be a long drawn out process. 

[Chrisee]

@ClaireW  Openreach do not normally work on domestic connections over the weekend which explains the 72 hours as the SLA is 2 working days. Unforyunately thst you use the line for WFH does not vhsnge the priority. This link explains how the compensation works but Sky shouldn't start charging until the line is commiissioned see Customer Auto-Compensation | Sky Help | Sky.com