topic Re: Auto Compensation in Broadband

Auto Compensation

DEEDEE74 — Thu, 20 Jun 2024 07:19:19 GMT

I am due to get compensation for not having Broadband for almost 2 months, due to moving home, which eventually could not be installed in the end - so had to cancel Sky Broadband.

I understand that the auto Comensation will be credited to my account, but If i do not have a Broadband account, how will i be Compensated?

Re: Auto Compensation

TimmyBGood — Thu, 20 Jun 2024 07:56:35 GMT

@DEEDEE74

The relevant Ofcom document (.pdf) says

"29. Where at the time payment of automatic compensation is made, the customer will not for any reason be liable to receive any further bill from the Communications Provider, and has no prepay account with it, the payment must be made as a monetary payment to the customer."

Re: Auto Compensation

TimmyBGood — Thu, 20 Jun 2024 08:13:10 GMT

@DEEDEE74

I believe Sky will use the payment method they have on record for the account: apparently it may be possible to raise a cheque but that's a manual process and inevitably rather slower (presumably because they have to locate an older member of staff who actually knows what a 'cheque' is ; )

Re: Auto Compensation

Em-1 — Thu, 19 Dec 2024 18:46:55 GMT

Hello, does any one know how long it is currently taking to receive auto-compensation? I know as per Ofcom it should be paid within 30 days but I'm past that date now and have heard nothing.

I did phone up on day 30 and was told it was still in progress but no timescales given as to how much longer I need to wait.

Re: Auto Compensation

Daniel0210 — Fri, 20 Dec 2024 11:29:43 GMT

@Em-1
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 (from 01/04/24 the rates are £9.76 per day).

I would suggest checking again after the weekend and if need be contact Sky again before Christmas.

(your duplicate thread has been removed).

Re: Auto Compensation

Em-1 — Fri, 20 Dec 2024 11:58:37 GMT

Thanks for the reply.

I've just actually come off the phone again from Sky.

They have told me my account will be credited by January (£6.10 per day for delayed provision - service was eventually provided on 16th November).

Not clear why there is a delay beyond the 30-day agreement, but at they have provided me with the refund 'ID' number so I'm confident it will appear on my account before too long.