No internet on activation day

[Anju959]

Today is my sky Q broadband activation day. The internet did not get connected. I called the service contact and was told that there was some problem with some line and a engineer visit is booked for Tuesday. I want to know how my activation date is still today, 17th when I won't be getting any wifi till 21st or may be more. Also, how after not getting wifi for 5 days I am not eligible for any compensation. Also, my 14 days cooling off period starts today. But I don't have internet to yet. So why does it start today. Can my activation date be changed?  If sky did not provide me with wifi today then why is today the activation day and why my billing starts from today. 

[Laing1]

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@Anju959 wrote:

Today is my sky Q broadband activation day. The internet did not get connected. I called the service contact and was told that there was some problem with some line and a engineer visit is booked for Tuesday. I want to know how my activation date is still today, 17th when I won't be getting any wifi till 21st or may be more. Also, how after not getting wifi for 5 days I am not eligible for any compensation. Also, my 14 days cooling off period starts today. But I don't have internet to yet. So why does it start today. Can my activation date be changed?  If sky did not provide me with wifi today then why is today the activation day and why my billing starts from today. 

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@Anju959 not sure if you are aware but you are not contacting Sky's customer services on here, this is a customer to customer forum where customers help each other.

[Anju959]

Hi @Laing1 

I understand.

[Anju959]

Is there anyone else here who faced this? How can I get compensation from sky? Is there any way to delay the start of my billing date? 

[TimmyBGood]

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@Anju959 wrote:

Also, how after not getting wifi for 5 days I am not eligible for any compensation.

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Compensation is covered by the Ofcom scheme.

Problem	A landline or broadband customer would be entitled to compensation if…	Amount of compensation
Delayed repair following loss of service	Their service has stopped working and it is not fully fixed after two full working days.	£8.40 for each calendar day that the service is not repaired
Missed appointments	An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours’ notice.	£26.24 per missed appointment
Delays with the start of a new service	Their provider promises to start a new service on a particular date, but fails to do so.	£5.25 for each calendar day of delay, including the missed start date.

[TimmyBGood]

@Anju959 

If you are due Automatic Compensation, this will be calculated automatically and the appropriate credit will be added to your Sky account. If you don’t have an active Sky account, we’ll send the compensation straight to the card details you gave us for the one-off payment when you made the booking for the service to which the Automatic Compensation payment relates. Any Automatic Compensation payment due to you will be paid to you within 30 days of the missed appointment date or activation of your service following a delay, or cancellation of your delayed order, or when your service fault is resolved.

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