Missed Engineer Visit

[Tarv18]

Good afternoon all,

We had Sky Broadband installed a few weeks ago, however, the fibre cable that Openreach installed runs over a main road. A tall lorry has come along on Monday and ripped out the cable causing minor damage to the house and of course severing our internet connection. An Openreach engineer came out yesterday and said that it was an external contractor that had completed the install incorrectly. He said that he needed to get a cherry picker in to fix it, which he said would be done for 12:00 today and that we needed to be in so he could run the line in to the house. 

We have stayed in today and noone has turned up. I have called Sky who have looked on Openreach notes and there's next to nothing there, our engineer visit from yesterday still says 'In Progress'. I have managed to call the engineer who came yesterday who said he was on loan on our patch but doesnt usually cover our area but he would call his manager to see when someone was coming. He did not call back. 

My questions are; I expect the automatic compensation will kick in from tomorrow for the broadband, can we also claim for the missed engineer visit, even though its still classed as part of the visit from yesterday? Also, as we have Sky Stream we are also paying for this of course, do they pro-rata a reduction of this too as we can't access it without broadband? Finally, we cannot speak to Openreach according to Sky so would Sky look in to any damage to the house due to the negligent install?

I know everyone on here is a customer not a Sky employee but I could not find someone to speak to about this other than being directed here by the help sections.

[SKY1992bf]

@Tarv18 full details on compensation are on the link below 

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

there is no automatic right to subscription tv fees compensation, you have to wait until the issue is fixed and then enquire about the possibility of a credit for days without service 

[jamesn123 · Accepted solution]

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@Tarv18 wrote:

My questions are; I expect the automatic compensation will kick in from tomorrow for the broadband, can we also claim for the missed engineer visit, even though its still classed as part of the visit from yesterday?

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I highly doubt it. The visit arranged by Sky is the one where the engineer turned up. Sky wouldnt have had any knowledge of the followup visit the engineer 'promised' so that would not fall under Skys compensation. 

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Also, as we have Sky Stream we are also paying for this of course, do they pro-rata a reduction of this too as we can't access it without broadband?

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I haven't heard of Sky providing compensation/reductions for Stream/Glass in the event of a failure so again I doubt you'll get anywhere with this. Its an unfortunate side effect of putting all ones eggs in ones basket so to speak

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@Tarv18 wrote:

Finally, we cannot speak to Openreach according to Sky so would Sky look in to any damage to the house due to the negligent install?

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This one wouldnt be through Sky. If Openreach think the install was done poorly/negligently it would need to go through Openreach directly. I would go through either the 'I want to complain about an Openreach engineer' or 'I want to report unsafe, damaged or vandalised Openreach equipment in my area' on the Openreach site. https://www.openreach.com/help-and-support 

[Tarv18]

Hi 

Yes I have been to that site and it says about compensation for a missed visit but my query was whether the engineer saying he would return today, and then not, classes as a missed visit. The guidance isn't clear. 

[Tarv18]

Thank you, this was helpful.