No internet for 2 weeks and struggling to get the promised compensation

[MIN3]

Hello, 

I had the internet connection down for 2 weeks, from 22/09/23 to 06/10/23. When I reported it, I was told I would be entitled to compensation for £9 and something per day. I was also told that this would happen automaticaly, without me having to contact Sky again. 

However, it has turned out to be extremely difficult to get any update on this from Sky, I have now called several times, and I'm given excuses each time, although my neighbours in the same building have received compensation for this. 

I have also stopped my direct debit and now have been contacted about being cut off from service, but not really happy to pay more when this matter is not solved. 

Any advice please. 

[Daniel0210]

@MIN3 

Worst thing you could have done is cancel your payment method. Sky will restrict your service, add late/non payment fees and could involve debt collectors if it isn't resolved. 

If you haven't already seen this, the below link explains the Ofcom regulated auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you first report the fault to Sky, 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 account.

[Chrisee]

@MIN3 I appreciate you are frustrated but stopping payment is a very bad idea it places your account into default which will impact your credit file and you get chased by debt collectors. It will also mean Sky wont take calls about the fault and could cause the order with Openreach to restore your service to be cancelled. I used to give consumer advice for a living and we regularly had to tell clients that stopping payment for an on-going service while in dispute weakened their case legally.

Compensation will be paid but as @Daniel0210 explained it is calculated and credited oncecthe repair is complete. I had an issue with the installation of a new fibre line which went on for months but the compensation credit meant I got gave  me roughly 6 months free.