topic Compensation in Account & Billing

Compensation

Mark6811 — Wed, 25 Mar 2026 19:08:09 GMT

I I have been having major issues with my Broadband not working correctly.

Eventually after a month it is finally ok. In WhatsApp discussions with sky I was informed I would receive compensation. When I ask about it I repeatedly get ignored!

What do I do now please?

Mark

Re: Compensation

caesarome — Wed, 25 Mar 2026 19:15:30 GMT

@Mark6811

Was it not working at all during this period or just very slowly ?

Automatic compensation credit kicks in if you have a total loss or service:

https://www.sky.com/help/articles/auto-compensation

Re: Compensation

Mark6811 — Wed, 25 Mar 2026 19:23:27 GMT

It was working but very slow, 20mbs instead of minimum of 40mbs. An engineer came out and said that it was sorted it wasn't.

Then I changed the hub and it is finally working. After many chats with sky operators, finally found someone that helped. The operator did apologise for all the pain and said that I would receive compensation ( I have this in a message from them).

Re: Compensation

caesarome — Wed, 25 Mar 2026 19:28:19 GMT

On that link it does say this:

https://www.sky.com/help/articles/auto-compensation

You won’t get compensation if:
It’s not a total loss of service:
Your broadband speed is slow or your internet drops in and out.

If they have told you otherwise and no credit has appeared on your account then you would need to raise this with them by contacting them about it.

Re: Compensation

Mark6811 — Wed, 25 Mar 2026 19:32:59 GMT

That is the problem. I have messaged on the WhatsApp conversation we have been having and the only reply was to join this forum.

Re: Compensation

Mark39 — Wed, 25 Mar 2026 20:07:08 GMT

@Mark6811 if any compensation is due, it will be paid automatically within 30 days of the fault being fixed. But as you didn't have a total loss of service it doesn't sound as though any automatic compensation will be paid.

You might be able to claim under Sky's Speed Guarantee: https://www.sky.com/help/articles/sky-broadband-speed-guarantee

Re: Compensation

MarkGoldsmith — Wed, 25 Mar 2026 20:24:08 GMT

@Mark39 wrote:
@Mark6811 if any compensation is due, it will be paid automatically within 30 days of the fault being fixed. But as you didn't have a total loss of service it doesn't sound as though any automatic compensation will be paid.

You might be able to claim under Sky's Speed Guarantee: https://www.sky.com/help/articles/sky-broadband-speed-guarantee

I thought they changed the Speed Gurantee so that rather than offering compensation they will left you leave penalty free if they breach the gurantee