Auto Compensation

[CalmOwl23]

Took out  broadband in 2021

Added TV and new broadband in 2023.

Sky should have cancelled my old broadband and didn’t. 

This only came to light last week when I called to change my new package and they asked why I had two broadband accounts.

Ive spent hours on the phone figuring this out- not only, it turns out, have they overcharged me to the sum of 4 figures over the past 31 months, but they never actually activated my new broadband the only record of activation they have is this year when I called to upgrade my package last week!

Does this mean I am likely to be eligible for the auto comp

[TimmyBGood]

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@CalmOwl23 wrote:

Does this mean I am likely to be eligible for the auto comp

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I wouldn't think so. The industry-wide automatic compensation scheme overseen by Ofcom applies only in three specific circumstances, and while 'delayed activation' is one of these I'd suggest your case is not what was intended to be covered unless perhaps if the 'new broadband' was a change in technology or significant speed upgrade (which I suspect you'd have noticed in its absence).  A link to the full Ofcom document can be found at the bottom of the page highlighted above.

Any repayment (and perhaps additional compensation) for your particular circumstances relating to inappropriate billing needs to be initially negotiated between you and Sky, and then escalated to the appointed Alternative Dispute Resolution service if necessary.