Open reach

[Unhappy4]

We were so pleased to switch to sky after our previous provider.  We were a little shocked that we had to wait two weeks with no internet so that we could get connected by open reach. They told us that was hte first availability the endgineer had. This morning we are told that we are connected, no engineer in sight. There is no connection. Having phoned sky they now tell us there is a fault and we need an engineer, which means no wifi all over Christmas. Sky tell us they can do nothing. They had not acutally scheduled an engineer for today. They waited two weeks for open reach to switch a switch, not test the line and not contact the household. We no have to wait until the 2nd January. Sky tell us there is nothing they can do. BT open reach say it is entirely up to sky. We know the cable ot our house is working, we only changed 2 weeks ago.   There seems to be no formal complaint route we are just held to ransom and charged for the priveledge.

[TimmyBGood]

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@Unhappy4 wrote:

 There seems to be no formal complaint route we are just held to ransom and charged for the priveledge.

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There's definitely a formal complaint route: that's required by Ofcom as industry regulator.

https://www.sky.com/help/articles/alternative-dispute-resolution 

Unfortunately by definition this is a retrospective process though, and not the same thing as expedited resolution of the actual situation on the ground: realistically (and particularly at this time of year) that's very unlikely to happen.

You should be eligible for the industry standard delayed activation compensation: although that's not going to make up for the inconvenience it could cover, for example, the cost of mobile data.

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