I request Action

[Anonymous]

Dear Sky Complaints Team,

I am writing to formally raise a serious complaint regarding the ongoing failure to activate my broadband service. We are now approaching the third week without service despite being promised an activation date over two weeks ago.

This situation has caused significant stress, financial loss, and disruption to both my personal and professional life.

Summary of Issues:

1. Repeated Delays & Missed Appointments
   
• Engineers have been booked on multiple occasions, but appointments have either been missed or cancelled at the last minute.
• When an engineer did attend, he was unprepared, stating a cherry picker was required due to our apartment location – despite this being clear from our address and details provided in advance.
2.  
3. Unprofessional Engineer Conduct & Data Concerns
   
• On [date], I received a text message at 10:49am from a personal mobile number (screenshot attached). The engineer advised he would not be attending due to “unforeseen circumstances.”
• This is highly unprofessional. My personal information should not be shared with engineers for them to contact me from their own numbers.
• Worse still, Sky were not updated about this cancellation. I immediately phoned Sky at 10:50am, and your team confirmed no update had been received from Openreach.
4.  
5. Openreach Deflection of Responsibility
   
• I have contacted Openreach directly via Trustpilot/Instagram. Their public response (screenshot attached) was simply to tell me to “contact Sky.” However, Sky themselves have repeatedly told me that Openreach must now contact us directly to arrange installation, as Sky have no authority to override Openreach scheduling.
• This circular passing of responsibility is leaving us without service and without answers.
6.  
7. Financial Loss & Hardship
   
• With no broadband, I have been forced to use my mobile hotspot allowance for several weeks. This has already resulted in extra charges from my mobile provider (proof available on request).
• Both myself and my husband have also taken repeated time off work to accommodate failed engineer visits.
• The continued uncertainty and lack of transparency is taking a serious toll on my mental health, as I am constantly having to explain to my employer that I am still waiting for a broadband installation which now feels impossible to trust.
8.  

What I Require:

I request urgent action from Sky to resolve this matter:

1. A confirmed and guaranteed installation date that will be honoured without further excuses or cancellations.
2. Immediate escalation within Sky to Openreach to ensure that this installation is prioritised.
3. Full compensation under the Ofcom automatic compensation scheme, plus reimbursement for:
   
• Extra mobile hotspot charges I have incurred,
• Time off work and the disruption caused by failed appointments,
• The considerable distress this situation has caused to my wellbeing.
4.  

Attached Evidence:

• Screenshot of the engineer’s cancellation text (sent from a personal mobile number).
• Screenshot of Openreach’s public response deflecting responsibility back to Sky.

This has gone far beyond a minor delay and is now an issue of accountability, professionalism, and customer care. Please treat this as a formal complaint and escalate it as necessary. If this matter is not resolved promptly, I will have no choice but to escalate further to Ofcom and the Information Commissioner’s Office (ICO) due to the data protection concerns.

I cannot stress enough how urgent this has become for us. I expect a written response within 48 hours with a confirmed plan of action.

[GD1]

@Anonymous  You are not contacting Sky Customer services or their complaints team, this is na customer discussion board, no one here can action your request, you will need to raise a complaint through  the correct routes as detailed.  here https://www.sky.com/help/articles/how-to-make-a-complaint

You won't receive a reply from Sky as a result of your post.

[JimM1]

@Anonymous You need to go look top of the page, community and About that tells you what the Forum is!

[TimmyBGood]

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@Anonymous wrote:

I expect a written response within 48 hours with a confirmed plan of action.

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That's simply not going to happen: it's unrealistic anyway, and cannot be the result of a public forum post.  Sky has a formal complaints mechanism, but using it isn't going to prioritise your particular installation in any way.

[TimmyBGood]

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@Anonymous wrote:

I request urgent action from Sky to resolve this matter:

1. A confirmed and guaranteed installation date that will be honoured without further excuses or cancellations.

Unrealistic and operationally impossible.  No Openreach client ISP can 'guarantee' anything about Openreach.

1. Immediate escalation within Sky to Openreach to ensure that this installation is prioritised.

Nope: yours is one of many tens of thousands in any given week (including a target of 85,000 new FTTP installations). 'Priority' is for business customers paying leased-line subscription rates.

1. Full compensation under the Ofcom automatic compensation scheme, plus reimbursement for:
   
• Extra mobile hotspot charges I have incurred,
• Time off work and the disruption caused by failed appointments,
• The considerable distress this situation has caused to my wellbeing.

None of those additional points are covered by the scheme, and again it's just unrealistic to expect that on a domestic subscription.

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[TimmyBGood]

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@Anonymous wrote:

• When an engineer did attend, he was unprepared, stating a cherry picker was required due to our apartment location.

---

Unfortunately where that kind of equipment (and suitably trained personnel) is required, all bets about timescale are off.  While any individual installation is of 100% importance to the household involved, it's rather less than 0.001% of the Openreach workload for that week.

[Anonymous]

Hi everyone,

I understand this may not be the correct platform to resolve my issue, but I have already tried contacting both Sky and Openreach directly and neither are taking responsibility. Instead, each side continues to blame the other while my problem remains unresolved.

I’m posting here not only in the hope that someone might point me in the right direction, but also to raise awareness of how poorly this situation is being handled. Customers should not be left in limbo like this.

[JimM1]

@Anonymous You are the customer off sky who supply the Broadband and delivered over the OR infrastructure.

Sky is where you direct everything, the contact us area, and complaints is going to be where you need to go!

[TimmyBGood]

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@Anonymous wrote:

 Customers should not be left in limbo like this.

---

Certainly, but the sheer scale of the industry means it happens every day with all ISPs, and particularly those providers which have no option but to use the monopoly Openreach national network.

The address for written complaints is under the Write To Us section here:

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

The self-declared Code of Practice is here:

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

And the Alternative Dispute Resolution pathway if a complaint isn't resolved is described here:

https://www.sky.com/help/articles/alternative-dispute-resolution 

[GD1]

@Anonymous  As previously advised you need to riase your compleint through the corect routes, Openreach won't deal with you as you are not their customer, Sky are.

I would also refer you to @TimmyBGood  replies.

The community can't help you other than what we've already posted.

[Anonymous]

Thank you