Sky leave a vulnerable 80 year old customer with means of communication for days.

[John492]

Sky was due to come out yesterday to install the broadband and line rental yesterday in my 80 year old dad’s home. They arranged the transfer from previous suppliers for this date. My dad stayed in all day waiting for the engineer. He had no means of communication as the phoneline and broadband had been cut off. He became increasingly worried and agitated and eventually had to walk half a mile to my sister to let her know that no-one from Sky had arrived.

My sister rang Sky and really struggled to find any answers. There was a complete lack of empathy regarding the fact that Sky had left an elderly, vulnerable customer with no means of communication. After another call to Sky another rep eventually said an engineer would be coming  between 5-5:15pm. This quelled my dad’s anxiety but no engineer arrived.

My sister rang again and Sky said there had never been an engineer appointment booked in either originally for that date or by the rep for between 5-5:15pm. They initially said no-one could come out for well over a week but then they revised this to another 5 days time. There is absolutely no accountability by Sky for their incompetence at best and lying at worst. A 80 Sky customer of over 20 years has been very badly let down. Completely unacceptable!

[Doc5907]

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@John492 wrote:

Sky was due to come out yesterday to install the broadband and line rental yesterday in my 80 year old dad’s home. They arranged the transfer from previous suppliers for this date. My dad stayed in all day waiting for the engineer. He had no means of communication as the phoneline and broadband had been cut off. He became increasingly worried and agitated and eventually had to walk half a mile to my sister to let her know that no-one from Sky had arrived.

My sister rang Sky and really struggled to find any answers. There was a complete lack of empathy regarding the fact that Sky had left an elderly, vulnerable customer with no means of communication. After another call to Sky another rep eventually said an engineer would be coming  between 5-5:15pm. This quelled my dad’s anxiety but no engineer arrived.

My sister rang again and Sky said there had never been an engineer appointment booked in either originally for that date or by the rep for between 5-5:15pm. They initially said no-one could come out for well over a week but then they revised this to another 5 days time. There is absolutely no accountability by Sky for their incompetence at best and lying at worst. A 80 Sky customer of over 20 years has been very badly let down. Completely unacceptable!

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@John492 

Probably worth raising an official complaint to Sky using the below link.

How to make a Sky complaint | Sky Help | Sky.com | Sky Help | Sky.com

When i did it recently i used the email option which brings up a customer complaint form to fill out. This is then usually escalated to the Customer Priority Team who you deal with. In my case, it resulted in a positive outcome.