Moving home

[Meghana+C]

I raised moving home request(sky broadband) on 11/09/2023, appointment scheduled for 25/09/2023. Engineer came in and could not activate braodband for technical reasons, he mentioned open reach will contact and issue will be fixed in next 72hrs I waited, nothing happened. On 29/09/2023 I got to know I have to book a appointment again for engineer visit when I called sky they said next appointment is available on 10/10/2023 I asked them to cancel the broadband and give penalty for not able to fix/activate broadband I was fed up of their service, now I am moving to BT. I want to raise a dispute and get penalty for the issue sky caused. How do I do and what are the penalty I can claim for please suggest

[Chrisee]

@Meghana+C given BT also use Openreach you will still be waiting for their next appointment which has a 10 day minimum lead time. Sky follow  Ofcom's approved auto compensation scheme explained here Customer Auto-Compensation | Sky Help | Sky.com

You can complain if you want see How to make a Sky complaint | Sky Help | Sky.com

if Sky cannot satisy you or the case is unresolved after 8 weeks there is a route to independent arbitration .

[TimmyBGood]

@Meghana+C 

Note than cancelling with an unresolved fault  or incomplete provision and then placing a new order with an ISP using the same (faulty or incomplete) network inevitably complicates everything rather significantly.

[jamesn123]

@Meghana+C 

There is no penalty to be had, if Openreach couldnt provision the service at your new address due to a technical issue then this is likely a network issue or physical install issue. You may be entitled to the 'Delayed Provisioning' part of Sky's compensation scheme although I do not know if a home move falls into this

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