Loss of service compensation

[johnleigh99]

Does anyone have experience of claiming compensation for loss of broadband service? Ours was down for 4 weeks. As a result we have left Sky for EE. Sky say that because we have left they have no records, even though we reported the outage. I foresee a long and stressful process... 

[JimM1 · Accepted solution]

@johnleigh99 The link from the help is below! Expand the total loss and see the exclusions. Think you will be excluded!

Sky Broadband & Talk Automatic Compensation | Sky Help | Sky.com | Sky Help | Sky.com

[johnleigh99]

Thanks. I'm not sure how these rules would exclude me. I was without Sky broadband for about 26 days. I actually left the day after service was resumed

[JimM1]

@johnleigh99 Are you no longer a sky customer?

[Chrisee]

@johnleigh99 this is the link to the Ofcom page https://www.sky.com/help/articles/auto-compensation which is the scheme Sky operate. I would raise a formal complaint using the links here How to make a Sky complaint | Sky Help | Sky.com

The excuse they have no records is ridiculous. If Sky dont offer the payment or 8 weeks pass you can take the complaint to CISAS the alternative dispute resolution service Sky use.

[johnleigh99]

I'm still a TV subscriber after negotiating a big discount yesterday 😁

My complaint got a fast turnaround and things are looking more hopeful. I'll speak to Sky again tomorrow

[johnleigh99]

My complaint got a fast turnaround and things are looking more hopeful. I'll speak to Sky again tomorrow

[johnleigh99]

Final update

I spoke to Sky and I am promised full compensation in my adjusted bill in 72 hours.