topic Re: Compensation in Account & Billing

Compensation

HJG1 — Mon, 09 Dec 2024 12:27:40 GMT

No broadband for 10.5 days after upgrade to fibre . Only compensation offers is £9.76 !!

Countless emails back and forward but getting nowhere !

Re: Compensation

Daniel0210 — Mon, 09 Dec 2024 12:31:24 GMT

@HJG1
Was this for loss of service? The following 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).

Re: Compensation

HJG1 — Mon, 09 Dec 2024 15:35:07 GMT

It was following an upgrade to fibre. Work started on mon 4th Nov but there was a blockage in the ducting . At this point still had the old connection

tues 12th was told new fibre was up and running but red light on open reach box and no broadband .
reported weds 13th and then had series of engineers visits until was finally sorted on fri 22nd . Sky still say will only offer 1 days compensation !

Re: Compensation

Anonymous — Mon, 09 Dec 2024 15:54:30 GMT

I would say the best option is to contact Sky and discuss Auto Compensation with then. If the issue was resolved on the 22nd of November then you will still be in the 30 day compensation window and would not be due any payment yet but the Auto Compensation investigation will show on your account and will be still showing as either approved, Investigation ongoing or rejected.

Ask Sky if it's is showing on the account and if not why not, Sky should be able to explain why you don't qualify for Auto Compensation if this is the case