Escalation

[GrantB878]

I’m writing to follow up on my complaint (removed), first raised on 24 June 2026 regarding my broadband service, which remains unresolved.

I would like the following addressed as a priority:

1. A clear update on what is being done to fix the fault, and a realistic timeframe for resolution.

2. Confirmation of the automatic compensation I am owed under Ofcom’s Automatic Compensation scheme (£6.10 per day for delayed repair beyond 2 working days), and confirmation this has been/will be applied as a credit to my account.

3. If Sky is unable to resolve this fault promptly, please issue a deadlock letter under this reference so that I may refer the matter to CISAS, your appointed Alternative Dispute Resolution provider.

I have kept a full record of all communications and outages related to this complaint, and have also submitted a Subject Access Request to support this process.

Thanks

Moderator Actions: Removed personal information

[Daniel0210]

@GrantB878 
You haven’t actually contacted Sky Customer Services by posting on here. This is primarily a customer ▶️ customer discussion forum where we try to assist other customers.

Your post has been temporarily removed due to the unique complaint number being posted. 

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@GrantB878 wrote:

I’m writing to follow up on my complaint (deleted) first raised on 24 June 2026 regarding my broadband service, which remains unresolved.

I would like the following addressed as a priority:

1. A clear update on what is being done to fix the fault, and a realistic timeframe for resolution.

Sky won't update you on here. Sky have up to 6 weeks to resolve a complaint.

2. Confirmation of the automatic compensation I am owed under Ofcom’s Automatic Compensation scheme (£6.10 per day for delayed repair beyond 2 working days), and confirmation this has been/will be applied as a credit to my account.

Auto compensation is £10.34p per day since April 2026. Any compensation would be applied as a credit 30 days after the fault is fixed.

3. If Sky is unable to resolve this fault promptly, please issue a deadlock letter under this reference so that I may refer the matter to CISAS, your appointed Alternative Dispute Resolution provider.

See the earlier reply. 

I have kept a full record of all communications and outages related to this complaint, and have also submitted a Subject Access Request to support this process. 

That process itself can take 28 days. 

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