Installation Delayed by four months

[DavRob]

So i signed up to have sky fibre installed. One of the dates that was indicated to be available was 01/04/2026. 48 hours before this I was informed it had to be delayed due to a "network error" and that a further date would be advised. Before this happened I received a different email giving totally different reasons. Then the next day I was offered the date of 29th OF JULY as the first available date for my install. 

Naturally I am rather unhappy with this, but I do not know what recourse I really have beyond cancellation (which ideally I do not wish to do) and going elsewhere, although I have been advised independently that even though the delay was not given less than 24 hours before the appointment that my case is considered "borderline" and may be eligible for compensation on account of the sheer length of time of the delay. 

My question is, is it worth raising as an official complaint? Every other advice thinks so... 

[Chrisee]

@DavRob of course you can complain but in practice nothing of substance be achieved by doing so. Sky do not own the local network they use to deliver broadband  is owned by Openreach or City Fibre. When you placexan order with Sky they in turn order the connection from City Fibre if they cover your area or in most cases Openreach. The order is based on the information in the database of all 30 million plus lines.

In most cases the process is straightforward and the line is installed and activated as olanned. In a few including yours either during a pre-insralkation suvey or frequently during the install visit itself it is clear that the antcipated method isnt going to work and extra work is required. Reasons for this are many from a tree blocking the run from a pole to the need to dig a route for an under ground feed. In my own case it was the latter which took several weeks to arrange. 

There is a compensation scheme detailed here Customer Auto-Compensation | Sky Help | Sky.com if the date was considred firrm I would expect you to be credited as I was myself

[DavRob]

As in the title, I just received a text from CityFibre saying "sorry you've cancelled your installation" or words to that effect and asking me why I've done it. 

This is the first I've heard about this. According to the sky app I'm still scheduled for the 29th of July. Having further delays or cancellation would not really be that acceptable as I've been waiting on this installation since early April as it is. Anything that needed taken care of should have been taken care of well in advance of the pending installation date. So I would very much like to ascertain why this is happening and how to proceed from here. 

[DavRob]

I should add I have also been entirely without internet since the end of May in anticipation of this installation. 

[Daniel0210]

@DavRob 

You'll need to ask Sky. You may not be aware but you haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to assist other customers.

I have moved todays thread into your original post from April to give some history to this. 

[DavRob]

Yeah, I was aware this isn't directly contacting Sky, but I couldn't find the appropriate number to call and was signposted here. 

it turns out CityFibre are finding it "more difficult than expected" so they've had to cancel my order completely. I'm pretty miffed to be honest, I've been waiting for this installation since the beginning of April, and it was originally sold to me on the install date being mid April only to have it shunted to the end of July and now it's been cancelled completely.

So basically sky/cityfibre have conspired to waste a quarter of a year of my time but I have zero recourse to recompense because they've advised me within what they decided is a reasonable timeframe, and that doesn't sit well with me. I've now ended up returning to the company I left in the first place (Virgin) and am getting the same deal but am able to self install and will receive the pack at the start of next week, which only further added to my frustration with this whole drawn out process! 

Obviously none of this has anything to do with you, I'm just venting haha! Thanks for replying to check I knew what I was doing though 👍🏻