A rather negative update I'm afraid
BT Infinity was disconnected last Friday lunchtime. BT engineer then failed to turn up for afternoon appointment.
Called Sky. They said job had been cancelled at their end and would investigate. Still no resolution this morning. They are talking about a 2 week wait for an appointment :-O
All emails from them clearly showed acceptance of order and conversations on phone confirmed there would be no problem so this seems like a very straightforward breach of contract.
Anyone had anything similar and can reccomend next course of action. I've a house full of teenagers with no internet access except for my 3G Ipad.
Firstly I would speak to someone within Sky and ask if they can supply you with some 3G dongles (note plural!) and refund and top-up fees spent on them whilst you are waiting for Sky to get your Fibre connection up and running.
Whilst it is normal for the next available appointments to be weeks after a messed up date, I think that this is unacceptable as well. speak with Sky's customer services (remember to be nice as it was BTO who messed up and failed to keep the appointment) and ask them to insist that someone from BTO comes out either today or tomorrow.
Next I would speak with Ofcom. You could ask for a print out of the full order details shown on the Sky systems under the Data Protection Act (it would cost you £10) if you wanted to confirm that it was BTO who messed up. This being the case, then I think that Ofcom should know about it and that they should penalise BTO for failing in their part to install the Fibre connection.
Let us know how you get on. Do keep a diary of events. Specifically list the names of anyone whom you speak with, listing the dates and times and a summary of the call.
If things don't go well, we can supply contact details of the executive team. However they are likely to just pass it to the senior people in the fibre team to deal with.
It was Sky who cancelled the order to BTO according to the Fibre helpdesk and it seems like their systems havent triggered a call or email to myself.
In this case I would insist upon speaking to someone very senior over this issue.
jeremy dot darroch at bskyb dot com
I would also still be inclined to ask about what you should do in the mean time about your Internet access.
Do also keep a record of any phone calls as well. You should be entitled to recompense and some form of compensation.