Compensation in absence of internet connection

[Virginie]

I saw that we can get a compensation when not having internet for more than 2 open working days. Do you know how I can claim it? 

Thank you. 

[cookiemonsteruk]

@Virginie 

Please see below details for total loss of service which is payable after the issue is resolved

https://www.sky.com/help/articles/auto-compensation

[Daniel0210 · Accepted solution]

@Virginie 
It's automatic once you've reported the issue to Sky. The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
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 you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (new rates apply from 01/04/24 of £9.76 per day).

[Virginie]

After asking for a compensation for total loss of broadband service, which is supposed to be £9.76 for each days without connection, sky's answer is the following: "For 11 days we can apply a loss of service credit of £7.34"....

Where is the mistake????

[Daniel0210]

@Virginie 

It may boil down to when you reported it to Sky and when it was fixed as per Ofcom policy. 

[Virginie]

It were 9 days from when I submit my concern to fix it...

[Daniel0210]

@Virginie 

If you wish to challenge the amount offered you'll need to call Sky. Dial 150 free from your landline. 

[Sam352]

I'm currently in a battle with sky over this right now as well. Only email they keep sending is they've applied a discount of £6.53 to my bill based on my monthly subscription when the automatic compensation is way more than this. They even referenced the article that states more as well, after I had sent them the exact same article. Did you get yours resolved in the end?

[Virginie]

Hello

they eventually reply that they will provide a Tesco voucher for the equivalent of the the refund = some pounds (as they are not allow to apply a refund on Sky bills) which I never received....

hope you will success better than me

[Daniel0210]

Further to my post above from back in June 2024, 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.