How long does the CEO office take to reply - It is about compensation of loss of service?

[Anonymous]

Hi,

How long does the CEO Office take to reply to complaints?

So I phoned Sky yestarday to find out where my compensation of 13 days of full lose of service and a miss visit, which should be over £120 was, to be told I am not getting it all.

So I open a complaint, which said they can give me a £11 Tesco E-Coupon.

So I am going to be contacting the CEO office next and if that fails, it be on to the next step.

Please let me know how long the CEO Office takes to reply.

Regards,

Gaz

[caesarome]

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@Anonymous wrote:

 to be told I am not getting it all.

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This isn't the way to put in a complaint as they would prefer you to fill in

this form:

https://www.sky.com/help/complaints

Why did they say you don't qualify for this as I should imagine there would be a reason ?

[Anonymous]

I have already gone down the route of the complaint team.

They offered me £11 Tesco E-Coupon.

I did it from the bottom of this link: https://www.sky.com/help/articles/auto-compensation

Then Escalated it.

[Anonymous]

Same form I filled in last night.

[caesarome]

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@caesarome wrote: 
Why did they say you don't qualify for this as I should imagine there would be a reason ?

[Anonymous]

Let start from the begin

30th July just before 9am loss connection.

1st August - Openreach Tech came out changed the fiber board in the cabinet.
I was still disconnected, Openreach Tech said it was the Sky Hub which was only 111 days old

I call sky requested a replacement hub

3rd August - Got the Sky Hub still disconnected

Called Sky again had a tech visit booked in for the 7th.
Openreach cancelled, but Sky didn't pick it up to tell me

8th August - Called Sky to get another Openreach Tech out, got appointment for the 12th August

12th August - Openreach Tech came out fixed the issue and told me, I was connected to the wrong plug in the cabinet which is why I had no internet.

I waited the month to pass and never got an notification of any compensation.

13th August - Called Sky up to find out when I was getting the compensation

They went off to there back office as it was a lot, so was put on hold

I was told it was Extenal to me.

If a BT/Openreach cabinet is not External to me, I don't know what is.

So I opened the complaint, said the same as above and got aphone call, then ask to escalate it.

Got an email this morning saying:

Thank you for contacting Sky with regards to Loss of Service.

I would like to inform you that Auto-Compensation eligibility depends entirely on the Openreach's acknowledgment in line with the OFCOM Voluntary Code of Practice for an Automatic Compensation scheme.

Sky as your provider we can provide you £11.00 Tesco e Voucher for the days without service as you are paying.

This credit has been calculated based on your monthly charges for the particular Sky Broadband Subscription for 13 days from 30/07/2024 to 12/08/2024 you was without Broadband.

Further if you accept the Tesco e Voucher you can reply back to my email to process further.

Your understanding is highly appreciated.

I have a problem with that reply:
A: the E-Coupon
B: credit has been calculated based on your monthly charges.

No where does it say on Sky nor Ofcom site it is base on your monthly charge

Links:
https://www.sky.com/help/articles/auto-compensation

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

Regards,

Garry

[Anonymous]

Also additonal to

Sky as your provider we can provide you £11.00 Tesco e Voucher for the days without service as you are paying.

This credit has been calculated based on your monthly charges for the particular Sky Broadband Subscription for 13 days from 30/07/2024 to 12/08/2024 you was without Broadband.

Sky as my service provider, should be request the money from Openreach on my behalf and follow the rules they signed up to with Ofcom.

Openreach won't talk with me, as I am not there customer Sky is there customer.

[Mark39]

The Tesco voucher offered by Sky is a loss of service pro rata payment based on your monthly subscription.

Automatic compensation is based on the  OFCOM code. The email doesn't explain why you're not eligible for automatic compensation. I don't understand the  phrase "eligibility depends entirely on the Openreach's acknowledgment". I can only hazard a guess that it means that Openreach have decreed  you're not eligible for compensation under the Code.

[Anonymous]

While I understand about the E-Coupon, is based on my monthly payment, I do not want that.

I just want the compensation I am due, nothing more, nothing less.

Which is why I am going to be contacting the CEO Office and then if that fails on to cisas.
As an Openreach Tech caused the issue, I am due the compensation in my opinon.

[Anonymous]

Just got a email and text message saying:

Our Customer Priority Team are now managing your case, they’re specialists in resolving complaints. Please do not respond to this email. To discuss your case, please follow the contact details below:

[Anonymous · Accepted solution]

Problem sorted and the correct credit applied to account.

Thank you to the Customer Priority Team.