NOW TV Broadband Cancelled without my permission - No automatic compensation

presidentnickson

Hi there,

My NOW TV Broadband was cancelled without my permission on the 14th of March. I got an email saying they were cancelling as I was moving provider; I wasn't, and I phoned them up and instructed them to stop the cancellation the account. They confirmed on the phone they'd do that.. but well, they failed to do it and I was cut off.

I am still not reconnected, apparently my "slot in the cabinet" was given to someone else, and we've had to wait for Open Reach to install new hardware. That's now happened and the NOW TV engineer is due to come on Thursday, thankfully. (That will be 39 days without broadband)

Anyway I was on the phone with Skys "Erroneous Line Take Over Team" and the agent said I was not due any automatic compensation as the account was cancelled. I argued that I had instructed them to stop the cancellation, and she still said I wasn't owed any automatic compensation, but that they might give me something as a "gesture of goodwill".

I'm obviously not happy with that, it's completely their fault, and I'm not particularly happy with receiving only a gesture of goodwill considering I have been without internet access for almost 6 weeks). 

Has anyone been in a similar situation ? Should I wait to see what the "gesture of goodwill" is before I escalate ? And if I do want to escalate, who would I contact ?

GimmieStrength

Feel your pain... my parents' switch to NowBB was cancelled the day before the engineer called for exactly the same reason: not enough slots. One must wonder if this actually also means, "too many bigger-spending SKY customers,"...? Good luck with it.