topic Re: No sky glass or broadband for 5 days in Broadband

Installation late

Liz163 — Mon, 18 Aug 2025 17:39:48 GMT

NES refund of days without sky and internet

No sky glass or broadband for 5 days

Liz163 — Mon, 18 Aug 2025 17:44:08 GMT

I have been offered refund or vouchers

Re: No sky glass or broadband for 5 days

Daniel0210 — Mon, 18 Aug 2025 17:47:02 GMT

@Liz163

There is no compensation for TV services per se.

The service level agreement in the UK between ISP’s and Openreach for fixing a broadband fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

This 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.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the new rates are £9.98 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: No sky glass or broadband for 5 days

PandJ2020 — Mon, 18 Aug 2025 17:47:06 GMT

@Liz163 wrote:
I have been offered refund or vouchers

Ok - how would you like other customers to help with that?

Re: Installation late

GD1 — Mon, 18 Aug 2025 18:26:11 GMT

@Liz163 You won't get a refund, you will be entitled to the Ofcom Auto compensation for delayed broadband activation https://www.sky.com/help/articles/auto-compensation

For TV you would need to speak to Sky who may offer a pro-rata refund based on the amount of days without TV.

Re: Installation late

GD1 — Mon, 18 Aug 2025 18:31:46 GMT

@Liz163 Your 2 seperate threads on the Broadband & Glass boards have been merged, you don't need to create duplicate threads.