Installation and set up problems and endless delays- what can I do?

[electricavenue2]

Here is my sequence of events. I have raised a complaint but feel poweless. Ideally I would like to cancel and get a freeview box instead. Reacing the other threads about service drop outs makes me feel even more anxious.

Initial order placed on 15th January 2025.

Hub and puck have both been delivered.

4th Feb 2025
Engineer visit from Openreach on when they opened the manhole covers in the road and installed a cable to the house. Coiled cable left outside by front door.

11th March 2025.
Billed £15.00 even though no sky streaming service is active. Billed for a service that I do not have.

14th March 2025
Openreach engineer visit. Box installed on wall outdoors and hole drilled in wall by kitchen window. Equipment fitted to wall inside kitchen and router placed on windowsill. Small sky puck placed by TV and plugged in but does not work. Advised further work needed from a different openreach engineer because despite their February visit the fibre is not working properly.

14th March 2025. Call to sky and spoke to someone in customer services. He texted at 8pm on 14/03/2025 and advised he will update on Monday 17th March

17th March 2025.
Spoke again to sky 8.30am. Advised there will be no update until 25th March because this is the date set by Openreach that they will provide an update. I asked to open a complaint.

[MarkGoldsmith]

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@electricavenue2 wrote:

Here is my sequence of events. I have raised a complaint but feel poweless. Ideally I would like to cancel and get a freeview box instead. Reacing the other threads about service drop outs makes me feel even more anxious.

Initial order placed on 15th January 2025.

Hub and puck have both been delivered.

4th Feb 2025
Engineer visit from Openreach on when they opened the manhole covers in the road and installed a cable to the house. Coiled cable left outside by front door.

11th March 2025.
Billed £15.00 even though no sky streaming service is active. Billed for a service that I do not have.

14th March 2025
Openreach engineer visit. Box installed on wall outdoors and hole drilled in wall by kitchen window. Equipment fitted to wall inside kitchen and router placed on windowsill. Small sky puck placed by TV and plugged in but does not work. Advised further work needed from a different openreach engineer because despite their February visit the fibre is not working properly.

14th March 2025. Call to sky and spoke to someone in customer services. He texted at 8pm on 14/03/2025 and advised he will update on Monday 17th March

17th March 2025.
Spoke again to sky 8.30am. Advised there will be no update until 25th March because this is the date set by Openreach that they will provide an update. I asked to open a complaint.

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Hi @electricavenue2 so charging for the Sky Stream puck starts either on activation when you go through the setup or 21 days after delivery as the sky stream puck can work with any internet service.

For broadband installation, unfortunately Openreach can be a bit useless when it comes to some installations. What should happen though is that once your service is live you will be automatic compensation for the period covering the delayed provisioning. https://www.sky.com/help/articles/auto-compensation 

Also worth being aware that complaints can take up to 8 weeks to be resolved, however in situations like delayed provisioning you may find Sky are unable to close the complaint until openreach have completed the work and got your service provisioned.