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[Ankit732]

Extremely Poor Service & Dishonest Support Team

I have completely lost trust in Sky due to my recent experience with their customer service. I booked an engineer appointment for March 27th (8 AM - 1 PM) to fix my broadband issue. I specifically told their agent, Julie, that I work 9 AM - 6 PM, but I would delay my start to wait for the engineer. She assured me this was noted, and I was booked for an early slot.

By 10 AM, no engineer had arrived. When I called, a representative assured me that if the engineer didn’t show by 11 AM, I wouldn’t be charged the £25 fee. However, my call was suddenly transferred to Max, who denied that such an email could be sent. The level of dishonesty and inconsistency is shocking!

Sky has not only failed to resolve my internet issue, but they are also trying to charge customers for a problem on their end. I have now decided to cancel my subscription due to their unreliable service, false assurances, and lack of accountability.

[Removed]

Moderator note: Removed campaigning and unfounded allegations.

[GD1]

@Ankit732  You can raise a complaint through the routes here https://www.sky.com/help/articles/how-to-make-a-complaint

[jamesn123]

@Ankit732 The timeslot is 8am - 1pm, I am not sure why they would tell you that if the engineer doesnt turn up by 11am then you wouldnt be charged a fee because thats not true. What is the £25 fee anyway? Engineer visits should be free.

If the engineer does not arrive by 1pm then you would be eligible for the £30.49 appointment cancellation compensation as detailed in this article https://www.sky.com/help/articles/auto-compensation 

[Ankit732]

Hi James,

I’m really frustrated with how this situation has been handled. I was completely misled by the agent from the start. I was told I needed to stay home for the engineer appointment as the issue was inside my house. Based on this, I had to take a day off work and have been waiting since the morning—only to receive a call 30 minutes ago from the engineer saying that a home visit was never even necessary.

I don’t understand why this appointment was booked in the first place. My time has been completely wasted, my internet issue is still unresolved, and to top it off, the customer support team was incredibly rude, making the experience even worse.

Now, who is taking accountability for this? The house visit was cancelled by your Openreach technician, not by me. If I had missed the appointment, I would have been charged a £25 penalty as per Sky’s last email—so will I now receive compensation for my wasted time?

At this point, I no longer want to continue with Sky. Please cancel all my subscriptions and process my compensation refund as soon as possible.

Looking forward to your urgent response.

[Daniel0210]

@Ankit732 
If you’re not already aware this is a customer helps customer forum and you aren’t contacting Sky Customer Services.

See post 2 for how to make a complaint. You can't cancel a subscription via the forum either. 

[jamesn123]

@Ankit732 

I dont work for Sky, but in answer to your question, if no engineer turned up before 1pm then you should be entitled to the £30.49 compensation as detailed in the link I mentioned earlier.

As for cancelling, if thats the way you want to go you'll need to call Sky customer services.