Compensation to being deducted

[Eileen89]

I rang saying I cant afford £90+ for sky signature, netflix, broadband and multi room. The woman told me she had a deal on netflix but failed to tell me she was changing it to include adverts. I rang back withing 30mins. It was investigated and I was offered £100 compensation to be deducted over the next 12months. I havent had any of this and I was also charged administration fees twice due to there error. Fuming isn't the word for it. My dad's house also in my name had no landline for over a month and not much Internet due to them messing up in the first place haven't had any type of compensation for this. They are a vulnerable house as his wife has stage 4 cancer. This is disgraceful. All deals are aimed at new customers but they can't offer anything for 1 account that has been with them for 24 years and another thats been with them for 5 years. It's a disgrace and when I can I will be leaving from both addresses and it's not on. No loyalty for the people who have shown them loyalty.

[Mark39 · Accepted solution]

You might wish to make a formal complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

[caesarome]

It sounds as though you have been put on Netflix's basic plan which contains adverts.

If you have been compensation then it will be added to your account as a credit so have you looked into this to see if you see it.

Regarding your Dad's home, what have Sky said about this ?

[TimmyBGood]

@Eileen89 

It's inadvisable to combine the two issues.  Recompense for poor advice is entirely voluntary in the part of the vendor, while compensation for failed broadband/telephony is mandatory under a scheme overseen by Ofcom.

[TimmyBGood]

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@Eileen89 wrote:
I was offered £100 compensation to be deducted over the next 12months. 

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Incidentally that's almost certainly an in-contract discount, not 'compensation', and referring to it as such confuses things.