Automatic compensation not received

[Tommy38]

Had email from sky on 6/6/2025 informing me that I was due £49.90 in compensation as my broadband had been down for around a week, to be payed within 30 days, i still haven't had the payment and it's been 45 days, is this normal ?

[Daniel0210]

@Tommy38 

It is applied as a credit into your Sky account for use towards future bills so do you see it in there?

[Tommy38]

Ah yes, I forgot to mention my sky contract has also ended since then.

[caesarome]

Do you mean you have now left Sky @Tommy38 or are you still a customer ?

[Tommy38]

Yes, I'm no longer a sky customer, they told me the compensation would either go onto my next bill if I still had a sky account or payed by cheque or bank transfer if I no longer had an account, upto now I've never heard a thing, I assumed there would be sky representatives on here to sort it out?

[Daniel0210]

@Tommy38 
Refunds normally take 6 weeks from your last day of connection. Posts on here suggest it's taking a bit longer. 

We can help get it refunded within 3-5 working days via the Messaging Team on here if you wish. Let us know on this thread if you want to do that.

If however your payment method has been cancelled Sky will either have to reinstate your payment method or manually raise a cheque via a back office team and post it to you so that will take much longer.

Before we can escalate it to Sky please confirm in your reply that it’s currently showing as a credit on your Sky account and if the payment method is still active.

[Tommy38]

Hello again, I haven't yet received any payment from sky, I can confirm the direct debit was closed down after my last payment so I guess any payments will be by cheque, it's been 13 weeks upto now, I'll attach the email where it shows how much in they owe me.

 

[caesarome]

@Tommy38 

As you never responded to @Daniel0210 post in July about your post being escalated to Sky, which can't be done now as they are offline at present you will have to call Sky to arrange a cheque to be sent out. Had you left the direct debit in place they could have refunded it via this so it would be quicker if you were to reinstate this when you speak to them.

[Tommy38]

Hello again, I don't suppose anyone has a number for sky so I can speak to someone about this ? , i assume it was the bank who closed down the the direct debit after the last payment.

[caesarome]

@Tommy38 

Under “Need more help” might be the number to use:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

[Avskin]

I have a similar issue, I received a message saying that I would receive a compensation payment for delays on my broadband installation...it has never actually appeared on my account though...the bots and automated answers on the phone don't understand... Does anyone have a contact number so I can actually speak to a real person 🤣

[Daniel0210]

@Avskin 
The current methods for contacting Sky are below and depending on your reason for making contact some methods will be more appropriate than others……

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟨Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[Tommy38]

I used the Facebook site to contact sky, got it sorted through that.