automatic compensation - 10 days without broadband

[majormoon]

Hi all, wondering if someone can advise on the compensation amount I should be expecting and what to do about the delay in receiving it. 

We moved into our new place and had an activation date on 29 April. We were not able to activate or use the broadband. After a sky engineer visit that did not fix the problem and an escalation to BT openreach it was found that there was a problem with our wires being connected to the wrong property at the exchange box. It was finally resolved on 9 May. I was told we would receive compensation for this within 30 days of the 9 May. It has now been 48 days and no sign. 

I spoke with a sky representative on the phone today and they told me that the request for total loss of service compensation was cancelled but gave no explanation as to why. The delayed provisioning was still being processed - not only is this late but she said it was only open for 29 April - 1 May. The date of the first engineer appointment. 

So am I wrong to think we should receive delayed provisioning (£6.24 per day) and total loss of service (£9.98 per day)? I believe for delayed provisioning it would be for 9 of the 10 days and total loss of services 7 of the 10 days. I would make that delayed provisioning = £56.16 and total loss of service = £69.98. 

I had to buy additional data so I could hotspot from my phone to work. So at the very least I would want the compensation to cover that - £30! 

Very fed up with Sky's service so far - have people been successful with complaining?

Thanks in advance. 

Alice

[Anonymous]

@majormoon You can raise a complaint if you want to using the Complaints option in the forum footer.

Once Sky have that they will be in touch. If you aren't happy with their response you can then ask for it to be escalated and reviewed again. 

At that point, if you are still unhappy, you can request a deadlock letter/email. Once you have that you can then go the adjudicator, CISAS, who will rule on the complaint. Their decision is binding on both parties. You can't go straight to CISAS though - you need to have given Sky a chance to resolve it first.

[Mark39]

@majormoon see this guide on the compensation scheme and exceptions. It includes what to do if you want to complain: https://www.sky.com/help/articles/auto-compensation