Net out. Need it. Told by sky if I have interrupt u will compensate me for use of hotspot data (02)

[DemBones]

my Internet's been out of action and I was told by sky on the phone that if I need to use my personal hotspot, in this situation I can be compensated for the charges my telephone provider O2 will charge me. For the data .. it's expensive and I'm upset that my broadband is out again  Can you please confirm this compensation? In fact I am a musician by trade, I'm making pieces for film right now and the glitching is ruining my recording session.. please advise 

thank you 

[GD1 · Accepted solution]

@DemBones  Your not contacting Sky customer services via the community.

Auto compensation is paid only after 2 working days of reporting the fault.

https://www.sky.com/help/home/broadband/policies-and-info/auto-compensation/articles/auto-compensati...

Broadband faults can and do happen and is not guaranteed 100%

If your using it for business purposes you need to be paying for a business broadband service which tends to be more expensive but with better SLAs and backup services.

[Daniel0210]

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@DemBones wrote:

my Internet's been out of action and I was told by sky on the phone that if I need to use my personal hotspot, in this situation I can be compensated for the charges my telephone provider O2 will charge me. 

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@DemBones 

The auto compensation scheme is as per the link provided by @GD1 and this is the agreed scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk. Using a mobile hotspot from another provider to fulfill business commitments is not something Sky would reimburse you for. You could contact Sky when the issue is fixed and they can listen back to the original call and hear what you were told. 

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).

[DemBones]

Hiya, thanks for your answer, though I do feel that to pay for the service and be without any network connection for even one full working day, let alone two days, is quite a bit of service interruption and I think it would be best if there were no interruption however in an imperfect world this does happen it seems, so compensation for any time with the internet service down should be compensated for especially if, as in my case, my mobile provider does not have unlimited data in my contract so I get charged for using hotspot, it only seems fair that if one is tied to a two year contract and promised uninterrupted service telling me that in my area the speed are good and consistent then I should be covered for any and all interruption, especially in this era where not having the broadband you pay for is not up to date; as a friend of mine said of my not having any WiFi for months it's like the dark ages (that is an embellishment but still has some merit to the statement)

thanks! 😎

[GD1]

@DemBones  You will only get the Ofcom mandated Auto Compensation, nothing more.  https://www.sky.com/help/home/broadband/policies-and-info/auto-compensation/articles/auto-compensati...

[TimmyBGood]

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@DemBones wrote:

it only seems fair that if one is tied to a two year contract and promised uninterrupted service 

No domestic ISP promises uninterrupted service: that's simply impossible given the numerous single points of failure inherent to UK broadband topology.  

[DemBones]

Yeah I know really but hope for aspiration to the highest given the sales pitches!

all good though 

[DemBones]

What I need to have is a wired set-up but where I live is in a hackney tower block and they installed the open reach  port in such a weird place I'd need a few meters of cable pinned up all around the room to reach my tv and then another however many meters to reach my desktop computer music studio setup so I have to rely on WiFi from the hub 

oh well, it's okay 

we could be living anywhere else where any problems I may moan about are truly first world problems and it's all okay as it is, alm things considered (we don't live under bombardment or famine so, hey, it's all good here. I shouldn't worry about it at all I know! Things are as they are, here anyway so nothing's crucial in and existential sense 😎

[Chrisee]

@DemBones unfortunately in blocks of flats the standard full fibre install is often terminated in a standard position