How do I email Sky complaints? – Mis-sold broadband / fibre installation

[JBBNB203]

Hi all,

I’m trying to find the correct email address for Sky’s complaints team, as I’m having serious difficulty getting this resolved by phone. I have sent a form through the account section but this of course dissapears and I have no personal record of it to use as evidence later if I need to escalate to other agencies. 

We took out a Sky broadband contract over the phone after being explicitly told during the sales call that a physical full-fibre cable would be installed to our property within 2–3 months, and that we would then be able to upgrade to full fibre. I made it very clear at the time that this was the only reason I agreed to join Sky.

Several months later, Sky is now saying this cannot be done, meaning the service was mis-sold.

In addition to this:

• Our broadband has repeatedly dropped well below the guaranteed speeds, including one occasion as low as 1 Mbps for the day, which has affected my ability to work.

• We have been chasing Sky for over 30 days.

• We’ve been promised multiple manager call-backs that never happened.

• We’ve spent many hours on the phone with no resolution.

• They now just pass us from person to person on the phone without resolution and no managers input.

Has anyone been promised anything similar in the past and been let down? 

If anyone can advise the correct email address to raise a formal written complaint, I would really appreciate it. Also is there anything else I should be doing in this situation?

Thank you.

[TimmyBGood]

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@JBBNB203 wrote:

We took out a Sky broadband contract over the phone after being explicitly told during the sales call that a physical full-fibre cable would be installed to our property within 2–3 months, and that we would then be able to upgrade to full fibre. I made it very clear at the time that this was the only reason I agreed to join Sky.

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It's important to understand that Sky does not itself install fibre-optic infrastructure on the national network, and there could be a whole range of reasons why the national network maintainer is unable to do so, some of which aren't necessarily apparent from the initial paper survey which populates the database used by individual ISPs for their sales process.

While this is understandably really annoying for households affected, it's unlikely to be regarded by the regulator as misselling because it's inherent to the system.

[Chrisee]

@JBBNB203 Sky do not routinely use email but there is an online form linked from this page https://www.sky.com/help/articles/how-to-make-a-complaint#email-us-only and there is a link to the complaint code of practice.

Suspect the answer you will get that the issue is beyond their control but they will release you from contract but not sure what good tgst would be for you as switching your another supplier using Openreach is likely to delay things further. However best of luck.

[JBBNB203]

That's understandable but when I say "will it 100% be done within 2-3 months as this is the only reason I am moving" and the advisor says "yes it will absolutely be done within 2-3 months". This is providing false information on all basis. If they cannot garuntee it then they absolutely are not allowed to say it will happen in order for me to take out a contract. This surely is classed as mis selling even more so if they cannot garuntee and they say that it will 100% be done?

[Chrisee]

@JBBNB203 sure the sales rep could have warned you that out of the 80k fibre installs Openreach make each week a small % do suffer delays but you will be compensated if that applies to yours (see iCustomer Auto-Compensation | Sky Help | Sky.com) if you ask Sky will almost certainly release you from contract. What they cannot do is magic up a fibre connection for you and the independent arbitor or a court cannot require them to do so. Openreach are a law unto themselves and like any construction project unexpected delays happen.

[JBBNB203]

Yeah I get that. They are saying it cannot be done and there is no planning of them to put this in place within the next year and said on the phone she should not have told me this. They have admitted fault over the phone but not resolved anything. I clearly understand they cannot magic anything up which is the reason I am frustrated with them. 

I am aiming for a full refund and compensation from them. We will see how it goes.