Broadband Issues

[CG78]

have had issues with my fibre internet for the last few weeks. Unable to send emails, some websites not working etc and when I turn off WIFI, I’m able to do these things perfectly fine. These issues are for sure linked to my sky broadband. I’m annoyed because I have switched off my Wi-Fi to enable me to do something and ended up using all of my 4G data on my mobile phone. This means I have had to pay an extra £10 for a top up this month on my mobile because I didn’t turn on my Wi-Fi after such an issue at Home. I would like to request request please at least a partial refund for this month of broadband because of all of the issues that I have experienced that I’d like these issues to be looked into please so that they don’t happen again.

[Daniel0210]

@CG78 
You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Sky won't compensate you for YOU switching your Wi-Fi off. That was your choice. 

Unfortunately auto-compensation only applies to the full loss of broadband and Talk services for more than two days as described here…

This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the new rates are £9.98 per day)

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

[CG78]

Thank you.

However, the "smart Alec" part of your otherwise helpful reply was unnecessary and you did not read my message properly. I was not asking to be compensated for ME switching MY WiFi off; I was asking to be compensated for all of the issues that I had experienced. It was also not my "choice"; I switched it off to enable me to use the 4G internet during one of the many issues I have experienced.

[Chrisee]

@CG78 the compensation Sky pays (as with all other UK ISPs) is dictated by Ofcom and is detailed here Customer Auto-Compensation | Sky Help | Sky.com

You can of course complain if you believe you should be treated differently but based on 9 years on this forum I would not expect you to be succesful

[CG78]

Hi Chrisee,

I'm not sure I asked for special treatment. I just want to have the service I am paying for and for it not to be continually going off (this has only happened since o cancelled my Sky TV element, interestingly). I was initially trying to get help from Sky and for some odd reason I got directed here. Anyway, I have now contacted Sky directly on Messeger (via Facebook). I would advise others to do the same as that is how you actually get help from Sky.

[Chrisee]

@CG78 that is your choice but I still doubt you will get any compensation. Sorry you dont like that message but it doesn't change how things work.

[CG78]

Are you just on here to antagonise Chrisee? This is not my idea of fun. Of course it is my choice; I want to get help from the service provider not another customer! Bye for now, I hope you also get the help you initially came on here for.

[JimM1]

@CG78 Link for you below, will help explain!

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