No auto compensation applied

[Celiab]

My broadband went down on 2nd October and didn't come back until 30th Oct, due to an outage. Auto cimpensation still not been applied.

Called yesterday was passed to 6 different people and spent over an hour on the phone and they didn't even seem to know what auto compensation was.

I'm throughly fed up.with Sky. Been on to them.again this morning and now been on hold while he speaks to the back office for 25 mins. 

Meanwhile they have taken another 2 direct debit payments from me.

Can anyone help?

[Mark39]

If at the conclusion if your call there's no explanation of why it hasn't been paid, or when it will be paid, you might want to raise a complaint as detailed here: https://www.sky.com/help/articles/auto-compensation

[PandJ2020]

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@Celiab wrote:

Meanwhile they have taken another 2 direct debit payments from me.

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Whilst annoying, that's the way it works.  Do not feel tempted to withhold payment...

Any compensation is applied as a credit to your account.

[Celiab]

Yes, but my auto compensation should have been applied to my account within 3O days and it hasn't. If it had as per the code I wouldn't have to have paid the second direct debit. Why should I keep paying out when they can't keep to the code they signed up to?

Being on the phone for an hour at a time as well and just being passed around is beyond a joke.