Refund for fibre optic not working

[GaryThompson1]

We upgraded to fibre optic 2 months ago and since then we have had very poor broadband. I have had multiple web chats with sky regarding the issue and after sky engineers investigated remotely they advised on a new hub due to our existing hub being over 5 years old. They also advised me that we would get a full refund for not receiving what we were subscribed to for the time we encountered the issue. The new hub has since resolved the issue but I do not know how to claim for the two months we are owed in receipt of the broadband having issues.

[TimmyBGood]

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@GaryThompson1 wrote:

They also advised me that we would get a full refund for not receiving what we were subscribed to for the time we encountered the issue. 

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That may have been a mistake: typically it would be a one month refund made against the terms of the Guaranteed Minimum Download Speed 

[GaryThompson1]

They advised me I would be able to claim for all the time we were not receiving the correct speed /service we were paying for but I cannot find any links on the sky website to request the refund now the issue has been resolved.

[JimM1]

@GaryThompson1 There are no links to claim, you need to call sky, dial 150 from your landline phone!

[Chrisee]

@GaryThompson1 raise a formal complaint giving the time and date when you were told sbout the refund and Sky can listen to the call. See How to make a Sky complaint | Sky Help | Sky.com