Auto compensation

[MD63]

My broadband was due to go live on 6 February, however, the engineer did not show for the installation appointment arranged for that date, or the rearranged date of 8 February. An engineer attended the third appoitnment and the service went live on 27 February; Sky have compensated me for the 22 days delayed provisioning but are adamant that auto-compensation for missed appointments is only applicable if the appointment relates to a service which has already gone live and requires repairing. 

I can't see this mentioned within Sky's/Ofcom's guidance (in fact, Ofcom's guidance references "provision or repair") - has anyone experienced this previously? 

[TimmyBGood]

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@MD63 wrote:

I can't see this mentioned within Sky's/Ofcom's guidance (in fact, Ofcom's guidance references "provision or repair") - has anyone experienced this previously? 

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The full Ofcom Code of Practice would seem to indicate that the one-off compensation for a missed provisioning appointment should be in addition to the daily rate for delayed activation (presumably because these are in effect 'compensating' for different things)

There's nothing I can see in paragraph 40 to the contrary.

[MD63]

Thank you for your response, that was my reading of it too! 

[CraftyBear]

I have the same situation.

Have you / are you taking it any further either with Sky or Ofcom?

[Chrisee]

@CraftyBear if you think the compensation is wrong make a formal, complaint to Sky see How to make a Sky complaint | Sky Help | Sky.com

In these circumstances it is Openreach who calculate the amount and tell Sky what to pay as they are the ones paying the bill.which is why Sky agents cannot normally see how thecamount is made up.

[MD63]

Hello, 

I had submitted a formal complaint to Sky which is when I received the response stating that the correct amount of auto compensation had been applied.

I chased again (on a call) and Sky confirmed that the line doesn't need to be active in order for compensation to apply - I have now received the credit adjustment. 

 I would stick with it; I had 3 different advisors tell me that it wasn't applicable until I pushed.