topic Re: No credit when promised in Account & Billing

No credit when promised

LCP78 — Fri, 20 Feb 2026 09:13:34 GMT

So during this horrible weather we were left without broadband, telephone and sky packages to an equivalent of 150 pound a month. Nearly 2 wks before it was sorted. The man gave me a ref number and said I would receive a "good will" of 50 pound. BUT its not showing up on any of my future bills I believed him and allowed him to close the case [Removed], I'm thinking of taking to watchdog and offcom. As I told the man I don't go in to Tesco and pay 100 pound for a loaf of bread, why carry on paying sky for a service they badly supply and take your money even when they can't. Then to close the complaint , [Removed]Absolutely disgusted.

Moderator notes: Removed swearing and allegations

Re: No credit when promised

PandJ2020 — Fri, 20 Feb 2026 09:22:40 GMT

Have you raised a formal complaint? (As you can't raise an Ombudsman case until you do)

Re: No credit when promised

Daniel0210 — Fri, 20 Feb 2026 11:26:05 GMT

@LCP78 wrote:

So during this horrible weather we were left without broadband, telephone and sky packages to an equivalent of 150 pound a month. Nearly 2 wks before it was sorted., [Removed]

Moderator notes: Removed swearing and allegations

@LCP78

So if you had an outage for broadband and Sky Talk 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 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 issue.
▫️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.