topic Re: No promised compensation. in Account & Billing

No promised compensation.

CJG39 — Sat, 28 Mar 2026 09:35:35 GMT

Due to appalling delays fitting my fibre cables and Glass programme Sky agreed to pay compensation of £954.72 on 30 January 2026 via email. We have received nothing and we are still being billed our normal monthly amount. I cannot get any sense out of their AI bot who cannot understand the problem allegedly. Is this a sham? How can I take this further?

Re: No promised compensation.

GD1 — Sat, 28 Mar 2026 09:40:35 GMT

@CJG39 Compensation is normally only offered for broadband delays, is there a credit on your broadband account and are you only paying for Sky Glass?

Regardless of any comnpensation of you bought the TV on a credit agreement this will still need to be paid monthly as far as I'm aware any compensation paymentfor broadband delays would not normally be added to a credit agreement or your TV account.

Re: No promised compensation.

CJG39 — Sat, 28 Mar 2026 09:44:55 GMT

Thanks for the response. We subscribe to the full package, so broadband, telephone, Sky TV etc. We have an account covering all of those and would assume that the compensation would go into that account. But nothing. Where else could they have paid it (no mention in their email)?

Re: No promised compensation.

GD1 — Sat, 28 Mar 2026 09:50:38 GMT

@CJG39 Your account will have 3 parts, Broadband & TV & Mobile (if you have Mobile)

Is there no credit on the Broadband account? If you've had the email confirming the amount and it's not showing it may be best to raise a complaint https://www.sky.com/help/articles/how-to-make-a-complaint

Re: No promised compensation.

CJG39 — Sat, 28 Mar 2026 10:19:24 GMT

Thank you GD1. The money is indeed in my Broadband account. I wasn't aware that we had different accounts, I just assumed they were all in the same account. Seems daft, but that's Sky. Help much appreciated.