Am I entitled to compensation?

[UAM]

Hello. I was hoping for some guidance. 

I had signed up in December 2025 to sky full fibre, however since then I haven't been able to get it as my building wasn't ready - despite showing up on the order as being ready. Several advisors I have spoken to during this time mentioned that I would be getting compensation under delayed provision. Last month my order was cancelled by sky as they said that open reach has said they can't do the install for full fibre yet. During this time I had basic broadband with Sky. I have now been told by a sky customer service advisor that as I had broadband during this time - albeit basic broadband. I am not entitled to compensation. However this is not what I was told previously for several months. My question really is - do I get compensation for delayed provision for the full fibre - even though I had basic sky internet ? Thank you 

[MarkGoldsmith]

My interpretation of the scheme (https://www.sky.com/help/articles/auto-compensation), is that the compensation is essentially due to cover periods where as a result of a problem you had no broadband service at all. As you still did have an active broadband connection to your property ( be it a much slower connection) my reading of the scheme would be that compensation isn't valid in this scenario.

[GD1]

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@MarkGoldsmith wrote:

My interpretation of the scheme (https://www.sky.com/help/articles/auto-compensation), is that the compensation is essentially due to cover periods where as a result of a problem you had no broadband service at all. As you still did have an active broadband connection to your property ( be it a much slower connection) my reading of the scheme would be that compensation isn't valid in this scenario.

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Ditto

[Anonymous]

Hi @UAM, The information provided by both @GD1 and @MarkGoldsmith is incorrect

Under section 9 of the Ofcom automatic compensation PDF posted by Sky directly

https://www.ofcom.org.uk/siteassets/resources/documents/consultations/uncategorised/98684---automati...

It clearly states the following:

Subject to paragraph 39 (exclusions), a Communications Provider must pay automatic
compensation to a customer if it does not activate a customer’s fixed line or broadband
service by 11.59pm on the date initially confirmed in writing with that customer. This
includes (but is not limited to) a delay in activation to a service upgrade, a provider-led
migration or where a customer is switching from another provider

Based on the above you are entitled to auto compensation as per your delayed "Upgrade"

Always better dealing with your provider directly than posting in public forums that are full to the brim with incorrect responses and information

[GD1]

@Anonymous  The customer still has a Broadband service, they just can't upgrade to full fibre.  They are not without service.

[UAM]

You can see why I'm confused 😐

[GD1]

@UAM  That's our interpretation, however we could easily be wrong, it's just has we've read the situation.

[PandJ2020]

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@UAM wrote:

You can see why I'm confused 😐

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Submit a complaint and take it to Ombudsman Services.  There's nothing to be lost...

[MightyQuinn]

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@UAM wrote:

You can see why I'm confused 😐

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Hi @UAM   It is not clear if you are still a Sky customer, as you keep referring to during that time. However there is only one opinion that matters and they will not be contributing to a public community forum. I would put in a formal request/complaint in writing to record your position. https://www.sky.com/help/articles/how-to-make-a-complaint. Once you exhausted the current procedures, you will be open to taking it further.