topic Re: compensation for loss of service in Broadband

compensation for loss of service

suew238 — Wed, 23 Apr 2025 14:23:57 GMT

I have been without service for over 2 days due to a fault at the local exchange. I have no phone and no internet. I could not report it to sky as all I get is a recorded message saying that it is a fault and they are dealing with it.

Will I still get compensation as I have been unable to report it to Sky?

Re: compensation for loss of service

SKY1992bf — Wed, 23 Apr 2025 14:29:33 GMT

@suew238 unfortunately only reporting the issue will lead to compensation

best thing to do is contact them when the issue is resolved explaining the message you heard and see what they say

Re: compensation for loss of service

Daniel0210 — Wed, 23 Apr 2025 14:31:50 GMT

@suew238
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, 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 (from 01/04/24 the rates are £9.76 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

Re: compensation for loss of service

SKY1992bf — Wed, 23 Apr 2025 14:34:17 GMT

@Daniel0210 wrote:
@suew238
In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, 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 (from 01/04/24 the rates are £9.76 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

@Daniel0210 for my reference more than anything is bib referring to the customer or network provider or either

Re: compensation for loss of service

Daniel0210 — Wed, 23 Apr 2025 14:39:07 GMT

@SKY1992bf
@Daniel0210 for my reference more than anything is bib referring to the customer or network provider or either

@SKY1992bf

bib?

Re: compensation for loss of service

SKY1992bf — Wed, 23 Apr 2025 14:41:44 GMT

@Daniel0210 wrote:
@SKY1992bf
@Daniel0210 for my reference more than anything is bib referring to the customer or network provider or either
@SKY1992bf
bib?

@Daniel0210

Bit in bold

Re: compensation for loss of service

Daniel0210 — Wed, 23 Apr 2025 14:43:45 GMT

@SKY1992bf

Ahh, got you 😂 Not sure to be honest.