When will my compensation be paid?

[SC85]

My installation order was repeatedly delayed since October 2024, I was told three times I'd receive compensation as credit within 30 days of successful installation/paying my first bill. That was on  23/06/2025, which was 46 days ago. Do I need to do anything to make sure this happens?

[PandJ2020]

It should be 'automatic': https://www.sky.com/help/articles/auto-compensation

Check future bills for any credit.  Otherwise, you may have to call and check.

[caesarome]

@SC85 

It shoyld be adddd to your account as a credit so have you looked at your latest and next bills to see if it has appeared, if it hasn't try putting in a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[SC85]

After 12 weeks of chasing up the compensation and putting three complaints in to get an answer of when it might be paid, they've finally awarded me just 18 days of compensation for the installation delay which lasted 255 days. They previously said in writing that it would be awarded from the 11th October, and couldn't answered what period the 18 days was supposed to cover.

They've mentioned Communications & Internet Services Adjudication Scheme (CISAS), so I suppose to them I will go...

[caesarome]

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@SC85 wrote:

They've mentioned Communications & Internet Services Adjudication Scheme (CISAS), so I suppose to them I will go...

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You need a deadlock letter from Sky before going to the CISAS as per this:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice

[SC85]

Is this a deadlock letter?

"We are writing to you about the complaint you made in respect of your Sky services. We want to assure you that our priority remains finding the best possible resolution for you as quickly as possible, and we'll continue to update you on progress.

However, as your complaint has now been open for 8 weeks, we wanted to make you aware of your right to refer to an independent alternative dispute resolution scheme. You can do this by contacting the Communications & Internet Services Adjudication Scheme (CISAS), which is free for you to use."

(followed by text regarding how to contact CISAS)

[SC85]

Their site says: "Sky will always try to resolve complaints as quickly as possible. However, if we’ve not resolved your complaint to your satisfaction eight weeks after you first made your complaint to us, or if you’ve received a letter from us saying that your complaint has reached deadlock as there’s nothing more we can do to resolve your complaint, you have the right to take your complaint to an alternative dispute resolution scheme."

[Chrisee]

@SC85 while it is not a deadlock letter you are free to  go to. CiSAS due to the 8 seek rule. The compensation amount  is actually calculated by Openreach but paid to you by Sky. You are not the first person not to receive the amount they expected and Sky have a team who handle these issues with Openreach hut it can take time to get to the bottom of the problem. 

Using CISAS is sensible as they can rule Sky should pay you and sort the issue with Openreach separately.