Refund

4043john — Mon, 17 Nov 2025 13:06:09 GMT

From installation of sky fibre I had no broadband plus paid services associated to this ie Multi room, all Sky Q services for 10 weeks. My issue was only resolved by myself through upgrading to a Sky Max hub. This was to see if a different model of router would work and it did. Sky would only offer a £30 credit approx even though it is evident that at a minimum I had lost £180 of services minimum plus the inconvenience of altering work hrs for 5 city fibre and Q visits plus 20 plus calls with no call backs in large part. Has anyone had similar issues.

Re: Refund

Daniel0210 — Mon, 17 Nov 2025 13:11:25 GMT

@4043john

Sky won't compensate you for having to change work hours, for loss of full TV service or for calls made to Sky (note that if your landline phone was working calls to Sky are inclusive anyway).

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.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️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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Refund

Re: Refund