Loss of Broadband service due to error by Sky/Open Reach

[DaveB2611]

I've just moved house. I'm a Sky Platinum customer and booked the handover with Sky 2 to 3 weeks in advance. I was told that an Open Reach engineer would attend on move date at the new address to do whatever was necessary to get WiFi running at the new address.

Subsequent to making the arrangement I was contacted by Open Reach to say an engineer did not need to attend as the property was set up to receive WiFi and all they needed to do was some remote work to make WiFi live at the property. However what actually happened was that Open Reach not only cancelled the engineer's visit but also the entire transfer of WiFi,  so nothing is now working.

When I spoke to Sky all they could do was reschedule a new appointment with Open Reach which won't happen until 14/8. Effectively I'm now 10 days with no service.

Sky are blaming Open Reach but as far as I'm concerned I'm a Sky customer and it's not my fault their supplier messed up. On that basis I want Sky to compensate me under the Ofcome scheme for voluntary compensation. Apparently under the code the supplier should automatically offer compensation when they fail to provide a service. This wasn't offered to me during yesterday's phone call. Has anyone else made a claim against Sky under this scheme?

[GD1]

@DaveB2611  Sky will no doubt compensate you after you're connected to Broadband.   https://www.sky.com/help/articles/auto-compensation

[DaveB2611]

Thanks. Hopefully you're right. But I'm conscious that in  Sky's records it appears I cancelled my Broadband and therefore -  at first glance it - it appears I chose to leave Sky. The reality is all I did was accept Open Reach's statement that an engineer did not have to attend. Open Reach then took that to mean they no longer needed to do anything. That led to everything being cancelled. Definitely not what was asked for.

Anyway we'll see how things play out over the next few days.

My view of Sky hasn't been helped by the fact that the soonest they can get an engineer out to reinstate our TV service at the new address is 15/8, a full 11 days after our move. And that's despite me booking the move with them over 2 weeks in advance. Pretty appalling service imho. At least I have got some money back on that issue, but I'd rather have my tv service working.

[Chrisee]

@DaveB2611 Openreach have to do "something" on every broadband connection change whether an engineer has to visit the property or not. That an engineer was booked indicates that some work in addition to necessary exchange connection was required as the default is remote activation.

If the previous resident had an Openreach connection which would have worked for the service you ordered then that would have been done remotely . Unfortunately you did cancel your own order by declining the visit.

[DaveB2611]

But the point is I didn't cancel the order. According to Sky it was Open Reach who did that. Below is a copy of the text conversation I had with Open Reach.

'Hi it's Openreach on behalf of Sky. We have received an order for an additional line at your property with postcode ending *** 3JN.

Our records show that there is an existing line at the property we could use without the need for an engineer appointment

Please choose from the below options:
A - I want an Additional Line
B - I want to use the Existing Line

Please reply A or B'

I then replied B and they replied with the following

'OK, thank you for letting us know. This means we will use the existing line to provide your new service and an engineer no longer needs to visit your home. We will notify Sky who will be in touch with details of the next steps.'

There was no reason for them to cancel the order and in fact their response

clearly shows that they knew they still had to do something.

I guess as Sky haven't automatically offered compensation I'll have to go back to them and request it. 

[Chrisee]

@DaveB2611 that does seem to place the issue back with Sky.