Sky unable to install Sky Q Dish

[Dooooog]

I have a friend (unable to do this himself) who has had sky for 19 years until his box broke. When he contacted Sky they said he would need to upgrade to Sky Q, to which he agreed. This meant he needed a new dish installed but when the engineer came they refused to do it because of a fence in the way. After rearranging the date to allow time to remove the fence the engineer left. The owner then removed the section of fence before the date but the engineer never arrived. After contacting Sky he was given a new date 2 months later. As a result he has had no Sky for 2 months and likely another 2 months before it is resolved.

Recently Sky have been requesting payment for the first 2 months of the new contract, which he is refusing to pay due to not having the product supplied. Whenever he contacts Sky they say they will not help until he pays his outstanding balance for a service they cannot provide!!

Any advice?

[PandJ2020]

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@Dooooog wrote:

Any advice?

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Withholding payment is never a wise move.  (It doesn't get the result you want)

Pay and then discuss compensation - it's not Sky's fault the old box is no longer serviceable.

[Dooooog]

I agree about not withholding payment but I think his main issue was although the box was not servicable he was also out of contract and could have cancelled. Instead they signed him up to a new 24 month contract for the Sky Q which he has not been provided because they could not get safe access to the wall (hence he removed his fence section) and they did not show up for a follow up installation date.