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

[Sam352]

Still haven't recieved the compensation so have now done the form you've sent. Hopefully I'll actually get a response from them

[Sam352]

Sky are useless. They keep sending me an email stating they've applied an automatic compensation of £6.53 to my bill as its based on the monthly charges. They're completely ignoring my replies and the actual compensation amounts that are higher than this. Is there somewhere to go that's higher up than the complaints team as it seems like they're just trying to avoid everything? Especially since its all supposed to be automatic and shouldn't have to be chasing for 7 months

[caesarome]

If they have either not responded to

you or your issue hasn't been fixed then you need to contact them to ask for a deadlock letter that will allow you to take it further as per this:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[JimM1]

@Sam352 You can only keep complaining, what you think, and what sky are doing are TWO different sides off the coin, and if sky said they have dealt then that is it! Just think this way, not sky's fault, no one takes the blame so sky say stuff it they cannot recoup the cost's!