Sky paying less than 9.98 automatic compensation

[Penbert]

Following storm Goretti we were left without broadband for a month. By Sky's calculation from reporting date, we were entitled for compensation for 24 days, which we agreed with. Based on the £9.98 p/day minimum amount, we were expecting £239.52. However. Sky have just informed us that they will only be paying £7.05 p/day (= £169.66) as we have copper wire rather than fibre broadband. I can't find anything on either Sky's T&Cs or Ofcom's compensation scheme that states that there is a difference in compensation depending on type of wire/cable - does anyone have any knowledge of this?

[JimM1]

@Penbert Are you sure, equates to 17 day's off payment!

[Chrisee]

@Penbert The compensation is only payable  on the working days each week ie 5 days per week excluding public holidays which may explain your calculated shortfall. 

[Penbert]

Thanks both but I think you've misunderstood my question. We're not questioning the number of days of compensation- that has already been agreed. The issue is that Sky have told us, over the phone, that they are only paying us £7.05 per day compensationrather than £9.98 because our broadband comes through copper wire rather than fibre (fibre isn't available in our area so copper wire is the only option). I haven't been able to find any written information about this on either Sky or Ofcom websites so I'm trying here to see if anyone else has knowledge of this? As far as I understand it, a loss of service is loss of service, regardless of how that service is provided so therefore we should be entitled to the full compensation?

[JimM1]

@Penbert Have you been offered the compensation, if so take it without question. From the sky terms so OR must be stumping up compensation for you!

8. What we are not liable for

(v) any delay or failure by us to provide any element of Sky Broadband where such delay or
failure is caused by events outside our reasonable control. Matters outside our
reasonable control include (but are not limited to) severe weather conditions, epidemic,
civil disorder, terrorist activity, war and government action. This is does not affect any
rights to compensation you may have under the Automatic Compensation Code;

[GD1]

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@Penbert wrote:

Thanks both but I think you've misunderstood my question. We're not questioning the number of days of compensation- that has already been agreed. The issue is that Sky have told us, over the phone, that they are only paying us £7.05 per day compensationrather than £9.98 because our broadband comes through copper wire rather than fibre (fibre isn't available in our area so copper wire is the only option). I haven't been able to find any written information about this on either Sky or Ofcom websites so I'm trying here to see if anyone else has knowledge of this? As far as I understand it, a loss of service is loss of service, regardless of how that service is provided so therefore we should be entitled to the full compensation?

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I'm not sure how there is any relevance to how broadband is delivered it should be the same amount regardless IMHO, it may be worth raising a complaint in this case https://www.sky.com/help/articles/how-to-make-a-complaint.

There is no distinction made with Ofcom as per this:

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know

[Daniel0210]

@Penbert 

I didn't misunderstand the post, but I certainly haven't heard of a lower figure being given because of you not having Fibre. 

This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers if you haven't already seen it.
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 Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the rates are £9.98 per day)

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.

[Penbert]

Thanks all. I'm glad to hear that everyone else thinks that we should be getting the full rate too, but not looking forward to trying to get Sky to pay up😖I'll be going to Ofcom if I get nowhere- wish me luck! 

[caesarome]

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@Penbert wrote:

I'll be going to Ofcom if I get nowhere- wish me luck! 

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Ofcom do not deal with customer complaints so once you have a deadlock letter from Sky this link explains what you can do next:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice

[Penbert]

Update: Spoke to Sky this morning - it turns out that the compensation team hadn't paid attention to the notes and had taken our date of reporting as the 20th Jan (which was probably our third call to Sky that week!), rather than the 12th, hence the shortfall. They have now agreed to pay the difference. He also said the suppposed difference in compensation due to copper wire was nonsense and that all compensation is the standard £9.98 per day, so his colleague must have just made that up! 

[Penbert]

This is incorrect- if you report a service loss over the weekend/bank holiday, the compensation start date will be on the third working day after but the compensation is paid for every complete day of lost service from then, including bank holidays and weekends

[Daniel0210]

@Penbert 

Yes, as per my earlier reply …

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@Daniel0210 wrote:

@Penbert 

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the rates are £9.98 per day)

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Glad you've finally had an acknowledgment from Sky.