Broadband down

[Ryan165]

My sky broadband was down for three weeks continuously complained about it, apparently I got declined for compensation and they charged me for the whole month, I rang them they muted call and left running, they've just also added sky news for £20 a month when I did not have anything to do with that any ideas what I can do about this? 

[Daniel0210]

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@Ryan165 wrote:

My sky broadband was down for three weeks continuously complained about it, apparently I got declined for compensation and they charged me for the whole month,

The service level agreement in the UK between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS which is the usual quoted time as Openreach claim to fix faults within that timeframe in 85+% of cases.

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 Ofcom’s website:~
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.

This auto compensation is 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.

I rang them they muted call and left running, they've just also added sky news for £20 a month when I did not have anything to do with that 

Not sure what you mean by that. Sky News does not cost £20pm. What Sky TV subscription do you actually have?

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[caesarome]

@Ryan165 

There must be more to this than what you have posted here because if you have broadband working again then you should qualify for automatic compensation credit so did you ask why they told you that you do not qualify?

[Ryan165]

I phoned then and they said because it came only randomly for a couple minute each day im not entitled to compensation 

[Daniel0210]

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@Ryan165 wrote:

I phoned then and they said because it came only randomly for a couple minute each day im not entitled to compensation 

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@Ryan165 

That would explain it then. It has to be a total loss as explained in my earlier post. 

[MarkGoldsmith]

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@Ryan165 wrote:

I phoned then and they said because it came only randomly for a couple minute each day im not entitled to compensation 

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That would be correct, as the Ofcom compensation scheme is for when there is a total loss of service for a couple of days. In situations like this it would be down to Sky's own discretion whether they chose to give any form of compensation.

[Ryan165]

But when I phoned up when it was down they said I was going to be compensated, it only came on for 2 mins every couple of days im not a Con man I I believe if I'm gonna be paying £70 a month for internet I at least expect it to work not to get robbed, every single month I have a problem with the [removed] service I pay £200 a month for my sky bills I shouldn't have to ring up every month of some stupid problems 

Moderator notes: Removed smut

[Daniel0210]

@Ryan165 

£70 for broadband seems extremely high. Has your minimum term discounted deal ended?

[Ryan165]

Then why would they agree to compensation when the problem occurred, just to shut me up? If they agreed to it then they should just compensate me not just say it then go against it, when I phoned them they left the call on and just muted it, I left the call like that for 10mins still nothing I don't understand why I would get treated like this I've always paid my bill on time, I don't agree with being manipulated into being quiet while the problem occurred saying I'll get money back. 

[Ryan165]

 

[Ryan165]

 

[Ryan165]

 

[Mark39]

@Ryan165 while you're not entitled to automatic compensation, you could raise a complaint on the basis that you were told you would receive compensation of some sort. That's discretionary, as others have posted.

https://www.sky.com/help/articles/how-to-make-a-complaint

[Ryan165]

I don't understand why my bill is so high every time I try and talk to sky it's more hassle or i cant understand what they are saying if I'm doing something wrong then please tell me because when I speak to them they speak over me and always tell me im wrong

[Mark39]

@Ryan165 your payment here failed, therefore £87.22 outstanding was carried forward to your next bill.