topic Re: Compensation for Sky Bricking Our Devices in Sky Glass

Compensation for Sky Bricking Our Devices

82bit — Sun, 22 Sep 2024 12:29:32 GMT

What will it be? When will we get it? Will it be automatic or will we have to do battle with the Sky customer 'helpline'?

Totally unacceptable level of service we have all received over the past few days, and even the Sky apologists must agree: we need something done about it.

Re: Compensation for Sky Bricking Our Devices

mikealanr — Mon, 23 Sep 2024 09:28:53 GMT

@82bit

Given we are all customers here your unlikely to get an answer to that! I'd recommend making a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

MikeAlanR

Re: Compensation for Sky Bricking Our Devices

Anonymous — Mon, 23 Sep 2024 09:46:41 GMT

Loss of services generally triggers a compensation payment certainly with broadband and utilities. Our electricity was off for a while a few weeks back due to a fault and EON made a payment (unexpected) into my account.

You'll need to check your contract to see what loss of service payments are made and whether you need to claim personally.

This episode is a major embarrassment for Sky their latest premium product falling over. Having read the thread it does seem that Sky have provided a fix but left customers to mainly get on with it themselves as phone lines were swamped. For the technically minded not such an issue but for many they will struggle to activate their equipment leading to further frustration and negativity towards Sky.

Once this episode settles I'd have thought Sky would want to pacify customers to keep them onboard. If monetary compensation does not have to be made I would expect Sky to offer something like cinema for a month or boost or...... you get it. I'm pretty sure call centre staff will be primed on what freebies can be offered so you stay.

happy negotiating and good luck 😉

Re: Compensation for Sky Bricking Our Devices

TimmyBGood — Mon, 23 Sep 2024 09:52:01 GMT

@Anonymous wrote:

Loss of services generally triggers a compensation payment certainly with broadband and utilities.

Unfortunately subscription television is not a utility (or designated by government as an essential service) and no such automatic compensation scheme exists.

It's up to Sky to decide what they are going to do.

Re: Compensation for Sky Bricking Our Devices

Mark39 — Mon, 23 Sep 2024 09:51:42 GMT

@82bit wrote:

What will it be? When will we get it? Will it be automatic or will we have to do battle with the Sky customer 'helpline'?

Totally unacceptable level of service we have all received over the past few days, and even the Sky apologists must agree: we need something done about it.

Reportedly Sky have offered £5 to other affected customers. I doubt it will be automatically paid.

Re: Compensation for Sky Bricking Our Devices

Anonymous — Mon, 23 Sep 2024 09:55:54 GMT

I don't think I said it was a utility 🤔

Hence my comments on a loss of face compensation offer or damage limitation in customers jumping end of contract.

Re: Compensation for Sky Bricking Our Devices

MarkGoldsmith — Mon, 23 Sep 2024 10:01:14 GMT

@Anonymous wrote:
I would expect Sky to offer something like cinema for a month or boost
unlikely to be practical as different customers will have different packages. The only sort of compensation that would work is something applied to all streaming customers which would make it seem like some sort of pro-rated credit for the length of the outage would be the most likely outcome if any compensation at all was offered. The outage was for less than a day so anything pro-rated would be incredibly small ( less than 3% monthly credit on the TV portion of the bill).

I'm pretty sure call centre staff will be primed on what freebies can be offered so you stay.

Not sure that would necessarily be the case. We have seen reports of some call agents seemingly not even aware of the published fix from Friday morning

Re: Compensation for Sky Bricking Our Devices

MarkGoldsmith — Mon, 23 Sep 2024 10:03:09 GMT

@Mark39 wrote:
@82bit wrote:
What will it be? When will we get it? Will it be automatic or will we have to do battle with the Sky customer 'helpline'?

Totally unacceptable level of service we have all received over the past few days, and even the Sky apologists must agree: we need something done about it.
Reportedly Sky have offered £5 to other affected customers. I doubt it will be automatically paid.

If that's true that's not a bad goodwill gesture however it needs to be automatically applied, can you imagine the extra issues if people had to phone Sky to get it applied, it would take hours to get through and I'm betting a lot of agents wouldn't even be aware of it.

Re: Compensation for Sky Bricking Our Devices

Anonymous — Mon, 23 Sep 2024 10:36:54 GMT

@MarkGoldsmith wrote:
@Anonymous wrote:
I would expect Sky to offer something like cinema for a month or boost
unlikely to be practical as different customers will have different packages. The only sort of compensation that would work is something applied to all streaming customers which would make it seem like some sort of pro-rated credit for the length of the outage would be the most likely outcome if any compensation at all was offered. The outage was for less than a day so anything pro-rated would be incredibly small ( less than 3% monthly credit on the TV portion of the bill).

I'm pretty sure call centre staff will be primed on what freebies can be offered so you stay.

Not sure that would necessarily be the case. We have seen reports of some call agents seemingly not even aware of the published fix from Friday morning

Sky offer all kinds of incentives now to retain customers that is what I was trying to get across but true it probably won't be a simple fix.

As for staff being primed for calls you're probably right but following a disaster of the past few days you'd like to think that steps are in place for customers calling, but there again........

Re: Compensation for Sky Bricking Our Devices

Mark39 — Mon, 23 Sep 2024 12:39:00 GMT

@MarkGoldsmith wrote:

@Mark39 wrote:

@82bit wrote:

What will it be? When will we get it? Will it be automatic or will we have to do battle with the Sky customer 'helpline'?

Totally unacceptable level of service we have all received over the past few days, and even the Sky apologists must agree: we need something done about it.

Reportedly Sky have offered £5 to other affected customers. I doubt it will be automatically paid.

If that's true that's not a bad goodwill gesture however it needs to be automatically applied, can you imagine the extra issues if people had to phone Sky to get it applied, it would take hours to get through and I'm betting a lot of agents wouldn't even be aware of it.

I suspect many customers simply won't bother, or give up if the call waiting time is long.

Re: Compensation for Sky Bricking Our Devices

Mister_Dalek — Mon, 23 Sep 2024 12:56:21 GMT

Whatever Sky decides to do by way of an apology or compensation (probably nothing), it had better not be a Sky Store voucher... (but probably will be.)

Re: Compensation for Sky Bricking Our Devices

TimmyBGood — Mon, 23 Sep 2024 14:08:02 GMT

Pro-rata compensation is problematic because with most Sky television subscriptions running at between £1 and £2 a day (perhaps £3 with every add-on or at out-of-contract pricing) any such payout would be under £10 total even for those still affected from Thursday evening, which doesn't really seem appropriate

Re: Compensation for Sky Bricking Our Devices

Mister_Dalek — Mon, 23 Sep 2024 14:01:39 GMT

@TimmyBGood wrote:
Pro-rata compensation is problematic because with the most Sky television subscriptions running at between £1 and £2 a day (perhaps £3 with every add-on) any such payout would be under £10 total even for those still affected from Thursday evening, which doesn't really seem appropriate

AKA a Sky Store voucher. 😁

But only if you ask nicely.

Re: Compensation for Sky Bricking Our Devices

MarkGoldsmith — Mon, 23 Sep 2024 14:08:05 GMT

@TimmyBGood wrote:
Pro-rata compensation is problematic because with most Sky television subscriptions running at between £1 and £2 a day (perhaps £3 with every add-on or at out of contract pricing) any such payout would be under £10 total even for those still affected from Thursday evening, which doesn't really seem appropriate

Yup, to be honest i am more inclined to think that some sort of Sky Store voucher as suggested by @Mister_Dalek may likely end up being what is offered, ( if indeed anything is).

Re: Compensation for Sky Bricking Our Devices

peter-marlow+1966 — Mon, 23 Sep 2024 17:24:58 GMT

I phoned sky yesterday and asked about compensation for 4 days loss of service and the advisor told me that they had not been told anything yet about the subject of compensation

Re: Compensation for Sky Bricking Our Devices

Exiled-in-HH — Mon, 23 Sep 2024 18:20:57 GMT

How will Sky identify who had an issue?

Re: Compensation for Sky Bricking Our Devices

TimmyBGood — Mon, 23 Sep 2024 18:29:32 GMT

@Exiled-in-HH

That should be one of the least complicated aspects of the issue: Glass and Stream are constantly in communication with their servers when working properly, so calculating when they were offline should be quite possible.

Re: Compensation for Sky Bricking Our Devices

Exiled-in-HH — Mon, 23 Sep 2024 18:32:14 GMT

@TimmyBGood wrote:
@Exiled-in-HH

That should be one of the least complicated aspects of the issue: Glass and Stream are constantly in communication with their servers when working properly, so calculating when they were offline should be quite possible.

So compensation, regardless of how little it will be, should be automatic. ... nobody needs to call Sky and jam the phones😊

Re: Compensation for Sky Bricking Our Devices

TimmyBGood — Mon, 23 Sep 2024 18:42:58 GMT

@Exiled-in-HH wrote:

So compensation, regardless of how little it will be, should be automatic.

I'd think it could be, yes, but that's not the same thing.

Re: Compensation for Sky Bricking Our Devices

Exiled-in-HH — Mon, 23 Sep 2024 18:51:42 GMT

@TimmyBGood wrote:
@Exiled-in-HH wrote:
So compensation, regardless of how little it will be, should be automatic.
I'd think it could be, yes, but that's not the same thing.

An announcement would be useful ... for the sake of those jammy phone lines😉