Auto Compensation Escalation

[Lauralou1]

Hey,

I've been told that I'm due to get delayed provisioning compensation. 

Backstory is 

My original set up date for new Internet was December 16th 2024 after some issues with open reach my actual activation date was May 6th 2025. After many phone calls between these two dates both with sky and with open reach I finally did get my new Internet. During those months with all my conversations with SKY I was told by different representatives that the delay provision would begin from Dec 16th so this is around 140 days. 

Obviously this is a huge amount of compensation. Its been over 30 days and its now been escalated to the specialist team. Does anyone have any experience with this amount of compensation? Is it likely they will cap it? And does anyone know how long the escalation team might take? It's been such a long process just getting the Internet sorted that I'd really like this saga to be over with now. 

If I wasn't so loyal to sky I'd have given up and gone elsewhere aha

[JimM1]

@Lauralou1 Always a tricky one, and especially if you did have broadband internet but NOT the full fibre, but do believe some payments that are large have been done, so basically if it does, free Internet for the long extended period. Have neighbour go live shortly on 18th this month and delayed since Sept24, will be outside your timescale but will report it up when it is all done and dusted. Complete OR mess from start to finish, and they jumped the gun i was lucky on the good side of the Fibre duct's other side not so but civil's slowly digging multiple paths across the roads and down the pavement's so costing someone a fortune, all because VM were allowed and stuffed the duct so OR could not get there fibre through. You just could not make it up.....

[Lauralou1]

gosh that sounds like a tough time for you neighbour! hopefully both of our issues will be sorted soon! 

[Lauralou1]

Just wanted to update and say I recieved the notification today to say that my compensation had been added to my account! 

I did infact recieve the full amount for all the days that i had waited! 
It's a shame the internet took so long to get sorted but i'm very pleased that sky sorted out the compensation 🙂

[Rach76]

we are having the same issue. Ordered in October and only just had the full fibre internet installed despite being advised my property was full fibre ready. Still bo automatic compensation despite over 30 days now and they are now trying to say we will only be receiving approx £212 despite it was supposed to be installed on 02/01. I have been advised that when it is credited to your account you can ask for it to be reimbursed. But reading these posts sounds like that is not the case and will stay on sky. Keep trying to escalate as that figure is clearly not correct given timeframe and many cancelled dates from sky not myself. 

[JimM1]

@Lauralou1 Glad to hear that, have told the neighbour to stand and hold fast as bit of ducking and diving going on with it all just now, and to boot the Phone Service is just up the creek without the paddle but that's not a surprise after all only from the 18th June since activation to get it right! What can one say!

Good thing she has ALL the text with sky pushing the 90 day limit cannot blame them for that and upto Sky/OR to sort it all out between themselves, OR jumped the gun thanks to Virgin Media stuffing it all up for them!

[214dayslater]

You are doing better than us. Order went in on 31 Oct 24. Install/Live date was 14th Nov 24. It was finally installed on 16th June 25. Automatic compensation received £124.80 (20 days) plus £31.19 for one of the six missed engineer appointments. the actual delay, 214 days. According to the help line, the November data was the date they hoped it would be installed. So they have no liability under the scheme untill an apparently arbritary 20 days before. I'll log, another, formal complaint, and then pass it on to the CISAS in eight weeks time. I've been a customer for 26 years. But SKY have persuaded me it time to leave when my current contract expires. I know when I'm not wanted.