Billed for no broadband connection

Snowbird1 — Tue, 14 Oct 2025 10:52:15 GMT

I've not had broadband for almost three weeks. Sky acknowledged no service and wants to send out an engineer. However, I work full time and live alone with no local close family friend so struggling to find way to get an engineer in. In meantime I continue to be billed for service that doesn't work. Virtual assistant hopeless; wish I could talk to a real person!!
How can I get my bill adjusted until I can get a time when I can a) be home and b) find an available engineer?

Re: Billed for no broadband connection

Daniel0210 — Tue, 14 Oct 2025 11:47:09 GMT

@Snowbird1

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.

**Note: if this is dragging on due to your lack of availability that isn't Skys fault so auto compensation will be reduced because of this. Also note that billing continues as normal throughout any outage.**

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.

Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

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Billed for no broadband connection

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