From: Sky Help Centre Sent: 20 January 2026 19:52:04 GMT To: Subject: Re: Fwd: Re: CPLE Re: Sky Broadband complaint [removed] Hi Alan, Thank you for your email and for confirming your wish to pursue compensation in line with the Ofcom automatic compensation scheme. I'm sorry for the inconvenience you experienced during the loss of service and appreciate your patience while we resolved this matter. I'd like to clarify how your compensation has been calculated in accordance with the Ofcom scheme. The automatic compensation scheme applies only to working days and begins two days after the outage starts. Based on your reported outage from 13 November 2026 to 12 December 2026, the total compensation calculated under the scheme is £239.52. This amount was applied in two parts: £19.96 and £219.56. Please note, the £19.96 was not an apology payment but part of your automatic compensation. In addition to this, we have applied a further credit of £25 to your account for the loss of service during this period. Due to these credits being applied separately, your bill this month was reduced to £5.04, and your next bill will be reduced to £19.96. The refund of £239.52 has now been processed and should reach your payment details within 3 to 5 working days. Please let us know if you find this to be a suitable resolution or if you have any further questions. Kind regards, Sky Customer Service
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