Automatic compensation - Total loss of service

[Sam352]

Our sky wifi went out on Monday 13/01/2025 at 11am, tried reporting it to sky and they kept saying it was working fine until the evening of 14/01/2025 when they finally let me book an engineer to come out and have a look. They came out on 17/01/2025, they couldn't fix it and said it was an openreach fix. Openreach was then booked for 21/01/2025, they came out and found out that wires had been switched in the green box outside, most likely by giganet when they were installing new lines in the pavement near the green box. We think they messed with the wires in the box when they weren't supposed to touch it. The WiFi was then fixed on the 21st by openreach, so we had no WiFi for over a week. I've looked online and it says about the automatic compensation should be sorted within 30 days of it being fixed and it has been longer than 30 days with so sign of it. When will this show up?

[caesarome]

@Sam352 

If the compensation credit hasn't been added to your account then you will need to call Sky about this and if you get nowhere then fill in this form to register a complaint:

https://www.sky.com/help/complaints