Poor broadband speeds and delayed engineers

[Cliff1979]

Our broadband hasn't been above 5mb for six weeks. We were offered a free upgrade to fibre but the engineer visit keeps being postponed and is now scheduled for end of November. This means four months with unworkable broadband and we are still being billed every month for it even though we can't use it. Why does it keep being delayed, why hasn't anybody from sky contacted us to explain or apologize and why are we being charged for a service we aren't receiving? We can't even use sky TV properly because we can't record properly and download at all.We are considering ending our contract and our neighbours are having the exact same issue so it's a problem for the whole area.

[Chrisee]

@Cliff1979 installing new fibre connections can be complex. For example if the supply has to cross a third parties land an agreement has to sort to get permission. Another cause for delay can be getting permission to dig up the rosd.  There are numerous possible scenrios these jobs take as long as theybtake

This work is not done by Sky it is down to the network operator who in most cases are Openreach but could be City Fibre. Neither of thise keep Sky informed on the detail of each upgrade so Sky cannot tell you what they don't know.  To give you an idea of the scale of the fibre roll out something sround 85,000 lines are installed each week.. 

If an installation date is slipping you should be accumulating compensation see Customer Auto-Compensation | Sky Help | Sky.com My own fibre upgrade slipped by a couple of months which was annoying but the credited compensation covered 6 months payments.