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    Phone and broadband installation keeps getting put back

    This is a discussion on Phone and broadband installation keeps getting put back within the Sky Broadband help forums, part of the Sky Broadband help and support category; Recently my sister moved house, and I suggested she go with Sky for her phone line and broadband, along with ...

    1. #1
      al090187's Avatar
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      Phone and broadband installation keeps getting put back

      Recently my sister moved house, and I suggested she go with Sky for her phone line and broadband, along with her TV.

      She originally signed up around Christmas, and had the TV package installed in early January. As the house is a new-build, she was told the phone line could not be installed yet, as the builders had to install a box on the road, or something. The person at the Sky call centre was very helpful, and kept ringing back once a week to keep her updated on progress, even if there had been none.

      A couple of weeks ago they rang, and said that they had been given the all clear, and installation would be taking place on the 21st February. She then received a letter dated the 3rd Feb, stating that she had missed her appointment for fitting of the phone line on the 21st, and she would be charged the fee for them to come again (105 i think), even though it was over 2 weeks before the supposed "missed" appointment. She rang up, and was told this was just a system error, and everything was still OK for the 21st. The router then turned up, with the activation date of the 21st on a label. All seemed well.

      The Friday before the week of the 21st, someone from Sky called, and my sister was told that it would in fact be installed on Monday the 20th of Feb. She was going to be at work at the time, so paid a friend to house-sit for the morning, so they could come and install it. Lunchtime came, and the engineer hadn't turned up. My sister rang Sky, who said that the installation had been moved back to the 21st.

      On the morning of the 21st, another friend was paid to house-sit for the installation. Lunchtime came, and no-one had turned up to install the phone line. My sister rang Sky again, who said that the installation date had now been changed to the 1st of March.

      On the morning of the 1st, another friend was paid to house-sit for the installation. Again, lunchtime came and no-one had turned up. Sky were called again, and the date has now been changed to the 6th March.

      On the 6th March, we shall see if they turn up, or not.

      Has anyone else had a similar experience? My sister is getting rather frustrated at the lack of communication from Sky. She has had to pay three people to house-sit for the installations that keep getting missed, and moved, with no communication from anyone. If she hadn't called to see where the engineer was, would she have known about the new installation date? No other communication has been given.

      Had it of been her who missed the appointment, she would have been charged 105 a time. Will she be receiving a 315 credit on her account for the 3 missed appointments?

      Can anyone here see what is going on, and sort it out for us? I'm starting to regret suggesting Sky.


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      Isitme's Avatar
      Isitme is online now Sky User Moderator
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      Re: Phone and broadband installation keeps getting put back

      Had it of been her who missed the appointment, she would have been charged 105 a time. Will she be receiving a 315 credit on her account for the 3 missed appointments?
      I doubt if she will get that much but she should ask them for compensation for the costs she has had and for the inconvenience. One thing about Sky is that they are very good at compensating users, even if it is for x months free supply.

      The problem is probably due to BTO who Sky depend on for all their installations, although BTO will never admit it and will pass the blame back to Sky. It is very unlikely the arranged visits were cancelled by Sky, there would be no reason for doing so.

      Unfortunately we cannot help directly as we are an unofficial forum and have no way to influence Sky. You could try posting on their Official Help site -
      http://helpforum.sky.com/

      TomD


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      Re: Phone and broadband installation keeps getting put back

      I would suggest to her that it might be worth notifying Sky that she has had to pay three friends to stay over at her home on these occasions and that this has been needed to ensure that there was someone available on each of the appointed dates.

      I would expect Sky to not only credit her with the money that she has spent, but also to consider some other recompense for her inconvenience.

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