Automatic Compensation not being paid out.

[Skinner404]

Hello, wondering if anyone has any advice/input on this issue I'm having with automatic compensation.

Basic timeline:

Ordered broadband on 25/03/25.

Scheduled to go live on 23/04/25.

Actual date it went live was 20/06/25, 59 days after originally scheduled.

Called 18th August to see what was happening with my automatic compensation. On the phone for 40 minutes, person on the phone told me they could see the compensation was pending payment and that they will escalate the issue and I'll receive the compensation within a week. No compensation received after a week.

Called 23rd September and was assured by the operator that it will be credited to my account on Friday 26th September. No compensation has hit my account.

So do I ring again to see what's happening and possibly get fobbed off again or should I look into one of the external companies that Sky list for complaints. I'm a new Sky customer and don't think I should need to chase them on this issue when they state that that the compensation is automatic.

Any input would be greatly appreciated.

Thank you.

[JimM1]

@Skinner404 Have you looked on future bills to see if the credit has been applied to any off those!

[Skinner404]

Hey Jim,

Yeah I've checked the predicted bills a few times and it just shows the standard amount and payment due date.

[Mark39]

@Skinner404 I'd give Sky another call. You would anyway need to work through Sky's complaints process before you can refer externally for resolution. See this for how to complain: https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[Skinner404]

Thanks Mark,

Yeah I will ring again this week. I did originally open a billing complaint and the email response was to ring a number which is just the standard Sky number.

Cheers.

[Skinner404]

So I have bit of an update on this albeit not a very good one.

I rang Sky again on the 2nd October and was on the phone for 50 minutes this time! Basic story is that the person on the phone said I was owed 2 days compensation but they could offer me a month... She couldn't tell me where she was getting this information from when I asked her. I told her that I don't think that information is right and can she look into it please.

She said because of how my case has been handled she will talk with her manager and call me back later that day between 4-5pm. Here we are 8 days later and I still haven't had a call back...

Not really sure what to do now other than call them back.

I also asked her to make a note that while I was waiting for Sky to connect me I had to pay two Virgin Media bills at £98!

[PandJ2020]

---

@Skinner404 wrote:

I also asked her to make a note that while I was waiting for Sky to connect me I had to pay two Virgin Media bills at £98!

---

Annoying but the compensation scheme doesn't directly cover these charges.  (The delayed provision amounts should cover this though?)

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

59 days late should be around £360

Take the matter to Ombudsman Services if they don't see sense - it seems a no-brainer win?

[Skinner404]

Thanks @PandJ2020 .

Yeah it's looking like they don't want to credit me with the compensation the way they are stringing it out.

[JimM1]

@Skinner404 Have just sent you a PM. Jim

[MAjij]

@Skinner404 was there any update given? Im in the same boat unfortunately, its as if they are unwilling to recognise the compensation even though it apparently appears as "pending" on their systems

[Skinner404]

No nothing has been resolved yet. Yeah I got the same each time I rang, they said they could see it pending but couldn't tell me how much I was due.

I've just requested all the data including phone calls they have on me so I can go through the information again.

[MAjij]

@Skinner404 I ended up raising a complaint with CEDR and got a call from Sky a few days later stating that the initial date was in fact provisional. However, I was compensated £150 for all the false promises I was given by other interactions I had with Sky. Phone recordings where reviewed and it came to a conclusion I was misinformed. Id suggest you do the same but request the compensation to be refunded to you rather than it be applied to your account. Hope this helps