topic Re: Internet disconnected in Account & Billing

Internet disconnected

KarlyG — Mon, 08 Jun 2026 14:33:35 GMT

I have had no Internet connection for what will be 9 days before an engineer comes. I would like this to be reflected in my monthly bill and can't reach any human at all to discuss with.

Re: Internet disconnected

Mark39 — Mon, 08 Jun 2026 14:35:19 GMT

@KarlyG it won't be reflected in your bill, but you should later receive automatic compensation for the period you were without a service, as explained here: https://www.sky.com/help/articles/auto-compensation

Re: Internet disconnected

Daniel0210 — Mon, 08 Jun 2026 14:37:15 GMT

@KarlyG
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 April 2026 the rate has increased to £10.34 for every complete day).

▫️There is no equivalent scheme for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband fault.
▫️Sky broadband discussed here is a domestic service so whilst Sky allow customers who work from home to use it for that purpose they won't receive additional or quicker support.

Re: Internet disconnected

KarlyG — Mon, 08 Jun 2026 14:39:42 GMT

This is great thanks both. So I dont have to do anything really? I reported on 3rd so assume the daily compensation happens from 5th -11th then assuming the engineer comes and is able to fix? Thanks!