Bill and bad service

[Roman9]

Hi, last Friday (30/05) your engineer came to install a new box for me, because of his inept work, he installed the box too low, one of the cables was bent and probably broke, as a result of which the internet stopped working after a few minutes and I had no internet for 3 days. which was a big problem and a burden for my mobile data, because both me and my family had to use it for work and study. I consider this unacceptable, besides, on Monday my wife had to take time off work to wait for another engineer who would fix the negligence of the predecessor. The second specialist turned out to be a professional, which does not change the fact that for 3 days we could not use computers, TV, cameras and other equipment that requires access to the internet. I think I should get compensation for this!

Another thing is that I have concluded a Contract with you for £32 per month, and today I received a bill for £46, which is incomprehensible and unacceptable to me. 

I expect a reduction of the amount due to £32 and compensation for the lack of internet for 3 days, due to your negligence!!!

 

 

[Anonymous]

@Roman9 You are speaking to fellow customers on here. You will either need to ring Sky or scroll to the bottom of this page and in the footer select the Complaints option. 

[Daniel0210]

@Roman9 
The Sky Community is a customer led discussion forum where Sky customers are available to help other customers. You are NOT contacting Sky Customer Services by posting here.

In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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 the Ofcom website:~
So 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.

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 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

Note that today is the first day of any compensation claim so as it was fixed today I doubt the above will apply. 

[twilight+princess]

The first bill is usually pro rata so is higher for the first month. Do your future bills show the correct amount?

[PandJ2020]

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@Roman9 wrote:

Another thing is that I have concluded a Contract with you for £32 per month, and today I received a bill for £46, which is incomprehensible and unacceptable to me. 

 

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That is likely because the bill covers more than 1 month.  (Payments are monthly in advance and there will be some arrears).

Check the bills as they are fully itemised.  (Particularly future bills)

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I expect a reduction of the amount due to £32 and compensation for the lack of internet for 3 days, due to your negligence!!!

 

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I don't believe autocompensation will apply here: https://www.sky.com/help/articles/auto-compensation

You'll have to contact Sky to put your case across.