No Broadband for 8 days - Automatic Compensation

[lbertrand]

Hi,

We had no internet from the 5th July to the 13th July as the fibre cable was severed up our street - Open Reach took 8 days to correct it. Sky did know about the fault and issue as reported by their service checker.

Accordign to https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know we are entitled to automatic cpmpendartion, but I haven't heard anything from Sky on that matter.

Please look into it and act accordingly - The page posted do stipulate this should be automatic and not needing us to request the compensation.

[Daniel0210]

@lbertrand 
It's applied after 30 days from being fixed.

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.

[lbertrand]

Thank you for the info.

Interesting, another resident had 2 proactive communications from Sky about the outage and 2 credits to their account.

So quite inconsistent.

[Daniel0210]

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@lbertrand  and 2 credits to their account.

So quite inconsistent.

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@lbertrand 

It's consistent. It's an agreed process between Openreach and their ISPs (in your case Sky) and is ofcom regulated. 

By the way, in case you're not aware, you aren’t contacting Sky Customer Services here. This is a customer led discussion forum where Sky customers are available to try to help other customers.