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Discussion topic: Being over charged

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This message was authored by Annmarie14 This message was authored by: Annmarie14

Being over charged

Being charged for broadband that won't work

 

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Being over charged

Posted by a Superuser, not a Sky employee. Find out more

@Annmarie14 wrote:

Being charged for broadband that won't work


@Annmarie14 

That's correct. Billing doesn't stop during a fault or outage.  

In the UK two WORKING days is the service level agreement between ISP’s and Openreach for fixing a fault, The below 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 you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).

(Unfortunately there’s no such scheme in place for customers in the Republic of Ireland).


▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise) ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
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