Delay with upgraded broadband

[Scarletgirl12]

Hi everyone. I was given an activation date of 11th March to upgrade my broadband with Sky. There has been significant delay as external work is needed. I've had one payment of auto compensation of £31.19 which is only 5 days. I'm a bit confused how this works. The proposed new date is 20th May, but Sky have advised that's not guaranteed due to the complexities they have found. Does anyone know whether I should be receiving ongoing auto comp up until the 20th May or whatever date it does get installed? It's all new to me so any help or advice would be much appreciated. Thanks guys in advance 😊

[caesarome]

@Scarletgirl12 

You should qualify for more credit at £6.24 per day up to the date that your line is activated with Sky, this is payable to yoour account within 30 days as you can read about here:

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

[Scarletgirl12]

Thank you. I just don't understand why they've only paid out for 5 days. As it's automatic, there's not much I can do to query it directly with them. 

[Mr+Slant · Accepted solution]

Sounds to me like they paid you compensation for a missed appointment rather than delayed provisioning.

Missed appointment is £31.19 one-off credit; delayed provisioning is £6.24/day. £31.19 divided by £6.24 = 4.998 so you're not being paid daily compo, you've got a one-off credit.

You'll need to raise a formal complaint to get it sorted.

[Scarletgirl12]

Thank you. I've messaged them to enquire about the delayed provision compensation. I'll see what they come back with. Thank you again for the advice.

[Mr+Slant]

Bear in mind that the £31.19 maybe a credit for an actual missed appointment which is related to the whole saga.

However if that is the case they ought to be crediting you daily compo every 30 days.

[Scarletgirl12]

Hello. I've had an online chat with the complaints people. The lady I spoke to said that the amount owed would be calculated once the upgrade has been installed and credited to my account 30 days after. Does that sound right to you? I must be honest, I'm a bit clueless when it comes to this type of thing! Thank you so much for your replies though. It's a big help.

[JimM1]

@Scarletgirl12 Yes it's correct, that is the way it is done, once all the dust has settled!

[Scarletgirl12]

Thank you for clarifying that for me.