topic Re: Boardband outage in Broadband

Boardband outage

Aimee15 — Wed, 24 Jan 2024 09:07:13 GMT

Connection has been off since Sunday! Have tired all week to try get in contact with a human!!! I work from home and depend highly on an connection!! Awful customer service! Do I get a refund for the days with no connect and loss of wages! Highly doubt it. Very unhappy with service!!!

Re: Boardband outage

TimmyBGood — Wed, 24 Jan 2024 09:37:48 GMT

@Aimee15 wrote:

Do I get a refund for the days with no connect and loss of wages! Highly doubt it.

The Ofcom compensation scheme timescale is triggered when the fault is reported by the customer to their ISP.

https://www.sky.com/help/articles/auto-compensation

There's no element which covers consequential losses including wages.

Re: Boardband outage

Daniel0210 — Wed, 24 Jan 2024 11:53:26 GMT

@Aimee15
Basically if you have a total loss of service and it isn’t fixed after two full WORKING days from when you first report the fault to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account. Currently it's just over £9 a day.

Re: Boardband outage

jamesn123 — Thu, 25 Jan 2024 11:57:41 GMT

@Aimee15

Your post suggests that you have not yet reported the fault to Sky as you said 'Have tried all week to try and get in contact with a human'. Unless your Sky connection test is showing a local fault Sky will have no idea your connection is down until you report it. Additionally your automatic compensation countdown does not start until its been reported to Sky.