What constitutes the Activation Date in relation to compensation for Delayed Provisioning?

[Jalen]

I placed an order for Sky Broadband Ultrafast 1 back on 8/8/24 and still have yet to be provided with the service I am playing for. Apparently due to delays with Openreach having the fibre installed to my property.

Upon purchase I received an email with "Your Broadband Contract Summary and Information" within which there is a section titled "Delivery of service"  which is as follows:

Many of our services are activated within 24-48 hours. However, in the event that further provisioning is required we expect your services will be available to you within 10-14 days.

Based on this we expect your service would go live between 28/08/2024 and 01/09/2024.

Occasionally there are factors outside the control of Sky that may lead to delay. In rare cases where complex provisioning is required, or where issues occur, installation could take up to 90 days. In this event the latest your services would be activated is 16/11/2024.

When placing the order, the advisor will provide a provisional activation date which will be confirmed as soon as is reasonably practical.

It has now been 194 days since I placed the order, 170 days since the first potential date and 94 days since the latest of the stated activation dates within the contract summary.

As im sure anyone would agree, 6 months is a ridiculous delay for actiavtion of a product. I have spoken to an advisor by phone to make a complaint, despite my issues already being escalated, but it was escalated to a higher level again which was something at least. Although I was also told there was nothing I could do at all, and could not be compensated in the mean time, even though I am paying £43 a month for 13.7MB broadband that I can get for £15 or so a month elsewhere.

I would like to know that this section within my contract which states the provisional dates is what my compensation will be based on at the rate as stated for Delay of Provisioning as given below from Sky:

"If it’s not activated by midnight on the confirmed date, we’ll pay you £6.10 for each full day it’s late including your activation date."

Thank you

[jamesn123]

@Jalen 

To me that reads that you will be entitled to £6.10 per day from the 16/11/2024 once the service has actually been activated.

If you go to this site & use the 'address checker' then post the resulting table & text below it here then we can try and figure out why there is such a delay if that helps you at all. 

[Jalen]

Thank you for the suggestion, here is what the checker spits out for my address:

Our records show the following FTTP network service information for these premises:-Multi Dwelling Unit Residential MDU Built to Curtilage External Build required.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest