Re-Late Full Fibre Activation

Al_Ross

Hi All,

Does the Auto compensation payment for late activation get paid 30 calendar days from the first agreed date or is it 30 business days.?

Do Sky pay this automatically or do you have to fight for it ?

NanookOfTheNorth

It looks like Sky are part of the compensation scheme - https://www.sky.com/help/articles/auto-compensation

Whether that's automatic is another thing.  When my Vodafone fibre install was delayed that had automatic compensation which online chats confirmed it was, yet it was a couple of months chasing for it with the agents saying they are now processing the automatic compensation.   It still didnt arrive and ended up being a complaint with Vodafone which paid is straight away (on the next bill).   So if Sky are like Vodafone the automatic element was non existant.

Al_Ross

Yes, it will be a battle with Sky.They told me today that the first date they gave was only a provisional date so I am not entitled to anything. Si I then sent them copies of their original email they sent,  which showed an acivation date but given no mention about it being provisional, also a copy of my tracking stating activation due on that date and I needed to be in or I  would be charged for a missed appointment if I wasn't.

          I also told them the next step was passing my complaint to the CISAS to let them decide.

  Sky have now logged a proper complaint which can take them up to 10 to respond to.

 

iniltous

Can be a little ‘complicated’ when it comes to FTTP installation on Openreach , if you check your address here , 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Many addresses are KCI2 assure , ( the other option is single stage )  KCI2 ( keeping customers informed ) is  where it’s already known that installation is not going to be straightforward, an example , excavation in the footpath outside the address is required to provide duct to where the fibre equipment is located , ( there are lots of other reasons for two stage installations ) obviously that could have issues beyond the suppliers control  , like if  the council requires a lengthy notice period for example.

If your address is KCI2 , the process used is a long initial lead time ( 30 days ) and that’s for  the first stage , and is not the contractual date ,  in that time Openreach visit and determine what’s needed , if the installation is do-able within the remainder of the 30 days , that’s done , if a further delay required, the date is pushed back ( the first stage date ) , a contractual date is not offered until the first stage work is completed ( at the end of the first stage all the installation issues are resolved and it’s now a straightforward job for an installer ) that’s when the contractual date is supplied, however it does seem that the way the ISP’s like Sky ( and TBH , many  other ISP’s ) notifies their customers when it’s  KCI2 is  not ideal , they don’t seem to make it clear to the consumer the way the job will progress, it’s possible in some cases the first visit produces a quote for excess construction costs , so allows for mutual cancellation if the costs are unacceptable to the consumer ordering service.

….as far as compensation, often going to a tribunal costs more than offering a goodwill gesture so it may be that technically you don’t have a case but if it costs Sky ( for arguments sake ) £500 to go to a tribunal to be told they are not liable , ( using whatever arbitration services they use ) they may offer something as it’s may be cheaper than the tribunal costs , or they may not .

spud17

Thanks @iniltous
I'm not looking to hijack the thread but that's great information and a useful link.
It's exactly what I needed to know re my situation. I'm KC12.
My property was built in 1979 on top of a bank, split level, garage below and a concrete drive.
The cable is "direct in ground" somewhere up the bank, others are having to have their drive's dug up meaning works going into a second day, all being well.
 
 

Al_Ross

So Sky did not entertain my complaint and have sent me a Deadlock letter to pursue my complaint via CISAS.

Anyone have any dealings with them?