topic Re: Automatic compensation pay in Account & Billing

Automatic compensation pay

Anju25 — Wed, 02 Apr 2025 17:19:40 GMT

Hi, i cancelled my sky fibre because the installation was continuously being cancelled by openreach. Sky offered me an automatic compensation payment. They said they would deduct money for my outstanding bills as i was a customer. However, i cancelled my account with them in February but still haven't received the remainder of my compensation amount. I can see in my sky account that sky owe me money. As i am no longer a customer they cannot deduct any more for my bills. When will i receive my compensation?

Anj

Re: Automatic compensation pay

TimmyBGood — Wed, 02 Apr 2025 18:02:51 GMT

@Anju25 wrote:

I cancelled my sky fibre because the installation was continuously being cancelled by openreach. Sky offered me an automatic compensation payment.

I suspect the problem may be that situation isn't actually covered by the automatic compensation mechanism, which is specially for delayed installation, missed appointments and faults which take more than two working days to resolve.

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

Sky might choose to offer you something, but I don't think it will be under that scheme.

Re: Automatic compensation pay

Samantha127 — Wed, 05 Nov 2025 14:40:35 GMT

Where do the compensation does it go into my bank account? How does it work

Re: Automatic compensation pay

Daniel0210 — Wed, 05 Nov 2025 14:53:42 GMT

@Samantha127

'Auto compensation' is for Broadband and Sky Talk landline faults only.

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.
▫️I’m not aware of City Fibre being part of this scheme.
▫️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.