Internet disconnected

[IanDobbin]

Hi,

After some guidance...

My internet cut out on Friday due to, what now has been confirmed, an engineer installing a service to my new neighbours but over-riding my line therefore cutting me off.

I've read the 'service outage' notes saying I cannot claim a refund unless it is 2+ working days (this will kick in around lunchtime today based on the timescale).

Am I able to push back on this as it was a SKY engineer error (for want of a better phrase) which left me back in the dark ages, and put a claim in from the point of the installation into the ajoining property ?

Alternatively, is there a customer service email kicking around that I can badger them on ? I've tried the SKY website, but can't find one easily.

I don't have time to sit on the phone daytime so electronic comms is better suited for my working day

TiA

Ian

[TimmyBGood · Accepted solution]

@IanDobbin 

There isn't an email address for that.

The Ofcom scheme specifies the two day window because that's the Openreach target time to fix on domestic service: you can attempt to negotiate additional or separate refund from Sky outside the remit of that scheme, although any amount received almost certainly wouldn't cover the time this may take.