SKY charging me for Broadband not connected

debbier_2

I should have had Sky BB connected on 22/08/2025. Engineer came and said that the engineer who came during the week and connected a box and cable to the outside of my house, did not report a fault. Therefore on 22/08/2025 the engineer could not connect BB. Was a Bank Holiday weekend. No BB for 4 days. I contacted Sky on 26/08/2025 and they had no idea there was a fault. Was told it could be upto 48 hrs before anybody came out. 28/08/2025 I cancelled the whole thing I was so annoyed and also I was told  the deal with Sky would include Netflix with no ads. When I checked I was told no, it was Netflix with ads. By this stage Sky had taken £15 out of my acct. On 11/09/2025 Sky took the first bill payment of £22. Please bear in mind I had cancelled Sky and there never was a connection to BB. Here we are in October and nothing is resolved. I was offered £31.20 automatic compensation on 12/09/2025 and that has never appeared in my account. Sky now want to charge me for disconnection! I have complained twice about the fact that they owe me money... £37 of my own due back plus the automatic compensation. I also asked how could they charge me disconnection for something that was never connected in the first place.They have asked for the router to be sent back, which I did. I have an email from confirming their courier has it (weeks ago). I keep getting texts asking for the router back! Their last email 18/10/2025 says they are sorry I am leaving and they will be charging me £19.20 disconnection fee. They are not addressing the issues: no BB connection, taking money for something that I was not given, saying I will get compensation and not giving it, asking for a router that they should now have, charging for disconnection of something that was never connected, I am left with 2 obsolete white plug things on my lounge wall and a connection box and cable on my outside wall....all of which never worked! what can I do now? Any help would be gratefully received!

oldernonethewiser

The Sky Essentials for £15 is a TV service which includes Netflix with ads.

£22 gets you Full Fibre @ 150Mbps

What did you cancel and what confirmation of that cancellation have you got?

debbier_2

told I would get Sky Essentials for £15 which included Netflix without ads
Sky Full Fibre 300 for £22pm for 24mths.

I cancelled everything. Was never able to use essentials or BB. I have an email confirming cancellation..

oldernonethewiser

Have you gone through their complaints procedure?

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/#