Faulty equipment - had no service for 12 days

[richardporter1]

How do I get credit for having loss of service including Broadband, Sky Q , apps etc for 12 days

[Daniel0210]

@richardporter1 
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).

There is no automatic credit for TV services. 

[Mark39]

I assume you've reported this to Sky.

Automatic compensation is paid for total failure of your broadband service. You don't need to request it.

In relation to Sky Q, you would need to ask for a service credit once your service is up and running again (otherwise Sky wouldn't know for how long it wasn't working). Sky might not pay any service credit if it's access to the apps and On Demand that you're missing, as it's not a total loss of service..

[richardporter1]

Received from Sky a new router which was installed per instructions but would not link with Sky Q or Mini Q devices .

In two seperate calls spent over 2 hours on phone with Sky " engineers" in Bulgaria who took us through various procedures to connect.. Also sent a new pod but still not connecting. Today we received visit from engineer who eventually connected all devices ( including printer)  and fitted a fuirther router.Apparently ( and i am not a techie  so don't ask! ) this is quite a common problem with the new router and needed to install another router so all devices can connect.

So from start to finish( all workinbg perfectly now) we were without full supply for 12 days which included  Netflix, and all the other apps and no connection to the mini q box so no TV available in that room.

[richardporter1]

Thanks for answer. But how do i request " service credit"?

[Mark39]

You'll need to call to do that.

[richardporter1]

Which  takes me back to the original question as I have looked all over the website and can not see any telephone numbers listed.

[Mark39]

You may be able to find the number to call, via the 'need more help' link towards the bottom of the page here: https://www.sky.com/help/home