In 2022 on or around 24th August I suffered a broadband outage, reporting it on August 26th. I was told that it would normally be fixed in 2 to 3 working days.
From that time, until November '22, I was repeatedly given wrong information about when the broadband would be fixed. ( It was not in fact fixed until December 22) This caused enormous inconvenience to several users of my property including 3 home businesses.
I was told about the automatic compensation scheme at circa £10/day.
I received a text on Thursday November 10th stating, 'the issue in your area has now been resolved ....' but I had just piggy-backed another supplier of broadband to the property because the length of the outage was simply not tolerable.
That text message itself also turned out to be incorrect - because the outage was not resolved until December ( I think 23rd) but I had queried the compensation process both before my November cancellation and after the date you informed me it was fixed, when I subsequently cancelled the Sky broadband but kept my TV package.
I had specifically asked whether cancelling the broadband with Sky after notice of repair would affect compensation and I was categorically assured by more than one operative that it would not, firstly because my Sky account still continued and secondly, because the issue had been resolved. Knowing how operatives can give inaccurate information I specifically asked for that fact, that I was being told it would not compromise my compensation to cancel at that point, to be added to my call log notes. I was told, If I remember, that it would be automatically applied to my account, I think in about 30 days.
I think it was late January that I called to query where and when the compensation was applied and was told that I should see it by February 7th and to call again at that point if not.
Having called today I am now told that I am not entitled to the compensation promised because I cancelled, contrary to all the previous information given to me.
I am therefore not only charged for a service I did not receive for several months but now misled by Sky into the loss of compensation.
I have begun a complaint .. any further advice on how to approach this would be welcome.
Yours faithfully
Robert
