Long one

[MellissaJ]

So we're abit behind with times and recently bit the bullet to get broadband to our house. My first installation date was for 2nd December 2024, I received a message saying an engineer had arrived at my property (I was at work but my partner was home) 4 minutes after the first txt message, I received another txt saying he couldn't wait any longer and had another job on. He never knocked at my door! The regulations state they have to wait 15minutes before leaving the property if there isn't anyone home. (Which again, there was..) New installation date given for 13th December 2024. The engineer came to my home, looked like he couldn't be bothered with the job and told us our street was at full capacity and he wasn't able to fit it there and then? I've never heard anything like it. Fast forward to the new installation date 23rd December 2024 the engineer came out, couldn't of done enough. Did the job fast, didn't make it look hard work but he said some engineers just can't be bothered with the work. That's all well and good but it had been 3 weeks and 3 attempts to get my broadband fitted. I've tried everything to get in contact with sky to discuss compensation. I was told on a phone call it would be £6.10 per day from my 1st failed installation date to the actual date it got installed. Where do I go to speak to someone?

[Daniel0210]

@MellissaJ 

This link explains the compensation 

https://www.sky.com/help/articles/auto-compensation

[Chrisee]

@MellissaJ it is an unfortunate story but not unusual as these installs are arranged by Openreach who often use,sub-contractors like Kelly Communications, but there are multiple firms, who pay their guys for the job so if a job looks difficult you gst the run around the third engineer was in all probability one of Openreach's own who are paid on a salary.

Sky will listen to your complaint if you make one but beyond the compensation, which wont be calculated yet, there is nothing they can do.. In the long term Sky are training their own engineers to do Broadband work with Openreach's blessing, but they mainly only work on the new full fibre installs.

[Chloe-W22]

Hey @MellissaJ ! Welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related. 

As well as some of the great advice above you can also raise a complaint about your experience with Sky, and our complaints team will action this appropriately. You can raise a complaint here: How to make a Complaint