topic Re: Service outage refunds in Account & Billing

Service outage refunds

Richard185 — Fri, 20 Sep 2024 15:49:53 GMT

Our broadband and house phone were down for two weeks and Sky and Netflix were out for three weeks. Is there a simple way to request a refund or do I need to ring Sky Support?

I was expecting some explanation - and was promised a notification when the problem was solved - but I've heard nothing.

Thanks

Re: Service outage refunds

SKY1992bf — Fri, 20 Sep 2024 15:55:52 GMT

@Richard185 When was the issue fixed? See sky help Here

Re: Service outage refunds

Richard185 — Fri, 20 Sep 2024 16:04:37 GMT

@SKY1992bf Thanks for the reply, it was a week or so ago, mid-September.

Re: Service outage refunds

SKY1992bf — Fri, 20 Sep 2024 16:06:38 GMT

@Richard185 If you are due compensation it's payable as credit to your Sky account within 31 days of date issue was fixed

Re: Service outage refunds

Richard185 — Fri, 20 Sep 2024 16:13:18 GMT

@SKY1992bf Thanks, I'll look out for that but do you think they might automatically give me a refund or would you recommend that I give them a reminder of the outage?

Re: Service outage refunds

Daniel0210 — Fri, 20 Sep 2024 16:18:44 GMT

@Richard185
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.
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 you notify Sky 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 automatic refund for TV which is classed as non essential.

Re: Service outage refunds

caesarome — Fri, 20 Sep 2024 16:23:22 GMT

@Richard185 wrote:

@SKY1992bf Thanks, I'll look out for that but do you think they might automatically give me a refund or would you recommend that I give them a reminder of the outage?

It isn't a refund it is a credit the gets added to your account that will then be used against a future bill. I would leave it for at least 5 weeks since the broadband/talk issue was fixed and if it hasn't been added to your account then contact Sky about it.

Re: Service outage refunds

Richard185 — Fri, 20 Sep 2024 16:29:47 GMT

@Daniel0210 Thanks, that's really helpful. Netflix non essential? 😮

Re: Service outage refunds

Richard185 — Fri, 20 Sep 2024 16:31:53 GMT

@caesarome thanks, I'll make a note on the calendar and check it out.

Re: Service outage refunds

Daniel0210 — Fri, 20 Sep 2024 17:06:08 GMT

@Richard185 wrote:

@Daniel0210

Netflix non essential? 😮

@Richard185

TV is non essential not just Netflix.