OpenReach Engineer doesn't turn up via Sky - how do I claim compensation?

Fdouglas · 25 October 2016 at 11:19AM

I signed up for internet via Sky, and was required to take a day off work to wait in for the engineer.

I was given a time slot of 1pm-6pm and was told that I would then receive a shorter time frame. This never happened. I therefore phoned Sky and indicated that I thought something was wrong, and asked for a contact number to check everything was OK. They said that it would be impossible for them to do this, but that the engineer was coming. After a few more hours, I phoned Sky again, but was met with the same response.

Eventually, it got to 6pm and I spent hours on the phone on hold to Sky when they agreed that they could contact Open Reach. They were not able to contact Open Reach that evening, and at about 8pm we gave up until the next day. The next day, they were able to get through but I was only offered £10 credit in compensation for my loss of earnings and inconvenience. Furthermore, my internet was not connected until 12 days after this original appointment.

I was obviously very upset that I was unable to claim appropriate compensation for my loss of earnings, especially after recognizing a problem early on and taking all possible steps to make sure that my day was not wasted.

Has anyone any advice on how to escalate this issue?

Thanks