Compensation

[Terry271]

I had been unable to make calls from my landline since 11th August. After doing many different types of troubleshooting and 2 engineer visits I was advised it was a network issue. On the 6th September I received a text message saying the issue has been resolved and I can make calls again. According to the information on your web-site www.sky.com/help/articles/auto-compensation I am entitled to £9.95 for each day until it's fixed due to loss of service from the third full working day after I reported the issue which means it would start from the 14th August. I spoke to several Sky advisers based abroad who were very rude and unhelpful. They said I was only entitled to £15. On the Ofcom web-site it clearly states total loss of service is when you cannot make any calls so the full daily compensation should apply in this matter. After complaining I was offered £15.35. I have been a Sky customer for over 24 years and it's a disgrace how I have been treated. Any advise on how I can take this matter further?

[Daniel0210]

@Terry271 

The auto compensation is applied automatically 30 days after the fault is rectified as a credit to your account and it's £9.98 per day.

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.

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.

[Terry271]

Thank you for your reply @Daniel0210. Below is the responce I got from the complaint. When I call sky customer service they don't seem to have a clue/

Thank you for reaching out to us.

I sincerely apologise for the inconvenience you've faced with your landline service since 11th August.

I understand how frustrating it must be to deal with this issue for such an extended period.

Upon reviewing your Sky Account, I can confirm that a credit of £15.35 has been applied for the issue occured and this adjustment will be reflected in your next bill.

I apologise for any confusion regarding the auto compensation policy. The compensation is applicable only when it is reflected on your Sky Account, and unfortunately, we are unable to provide additional auto compensation beyond what has been credited.

I am also sorry to hear about your negative experience with our advisers. Your feedback is important to us, and we are committed to improving our services.

I assure you that we will address this matter internally to ensure better customer service in the future.

Alternatively, If you require any further assistance, please feel free to contact our Sky Customer Service Team between 9am and 9pm at your convenience.

Thank you for your understanding.

For further billing information, current and future payments, make payments online and much more, you can access this online using the My Sky link below;
https://www.sky.com/myaccount/bill

I hope this information has helped with your enquiry. If you require any further assistance, you can reply to my email. 

Kind regards

Lavanya

Sky Help Centre

[Daniel0210]

@Terry271 

I think you'll be entitled to about 23 days of compensation depending on when you reported it to Sky.

Check your Sky account 31 days after the fault was rectified to see if the full expected amount (£200+) has been credited to your Sky account. 

[Terry271]

@Daniel0210 

My concern is that Sky seem to disagree with the compensation claim even though I am entitled it. Even after making a complaint they have only offered £15.35. Their customer service has gone downhill. They are also refusing to provide a deadlock letter until 56 days have passed.

[Daniel0210]

@Terry271 

Sky have up to 8 weeks to resolve a complaint before a deadlock letter is provided.