Avoid Sky Broadband- failed installation, no accountability, system stacked against consumer

Seeking_hope

Hi all,

I’m posting to share my experience with Sky Broadband and to ask if anyone else has faced similar issues, or has advice on escalation.

I waited 7 days for an installation. Sky told me the engineer would call an hour before arrival — no call came. The engineer turned up unannounced, said they’d do some work outside, then disappeared without completing the job. Later I was told I had to rebook and wait another 7 days.

When I rang customer service, I was told “nothing can be done” and that engineers are “not obliged to call”, even though Sky had promised me they would. Instead of acknowledging the failure, the agent just hid behind technicalities.

Worse still, the complaints process feels like a closed loop. The same agent who handled the call raises the complaint, and the supervisor “doesn’t speak to customers” — so there’s no transparency, independence, or real review. It seems designed to protect the company, not resolve issues for the customer.

Under Ofcom’s Automatic Compensation Scheme, I believe I’m due £31.19 for a missed appointment, and I’ll be escalating to CISAS if Sky don’t resolve this within 8 weeks. Won't help me but just to feel the issue is at least recognised

Has anyone else taken Sky to CISAS, or reported similar to Ofcom/Citizens Advice? Did you get a quicker resolution by going via Resolver, Trustpilot, or social media? Any tips much appreciated.

piebaker

I had similar issues. I was with Virgin Media who were refusing to reduce my renewal price. So I cancelled that and went for Sky. They could get never the installation right. Finally I had to go back to Virgin Media. 

iniltous

If the tech turned up it’s not a missed appointment, but if you were given a service start date that’s been and gone then that’s something that normally is compensated for , but obviously until service is on , it cannot be calculated, only when service is in can they know how many days compensation are due …..
another thing is Sky use both City Fibre and Openreach , some ISP’s that use City Fibre don’t offer compensation on a City Fibre installation but do on an Openreach one , that because Openreach compensate the ISP (who then compensate the consumer ) so it doesn’t really cost the ISP anything , with City Fibre the inference is the ISP isn’t compensated by CF for failed installation so the ISP doesn’t compensate you ……who was the network provider OR or City Fibre ?