Total Loss of Service Compensation

[TomAsh3789]

Anyone any experience of how this is actually calculated?

I had a total loss for 17 days. According to Ofcom and Sky, compensation is £9.76 per day (less an initial two working days) so I believe I am due £146.40.

Sky have emailed to say I am getting £58.56.(6 days). In the same message they acknowledge I had no service for 15 days. 

I made a complaint and have been advised this is in line with their "policy limits" and my subscription. 

This is clearly at odds with what is published by Sky and Ofcom so wondered if anyone could shed any light.

I have made a further complaint seeking an explanation and await their reply.

[Chrisee]

@TomAsh3789 note compensation is only paid for working days not for weekends and the waiting days start from the day after the fault was reported not when it first happened. So as an example for a fault reported on a Friday the compensation starts becoming due from the following Wenesday so for 3 days that week and if fixed on the following Thursday a second 3 full working days that week. 

In practice this is calculated by Openreach not Sky themselves as in the vast majority of caes the issue is in Openreach's network

[TomAsh3789]

Thanks for the reply. 

Ofcom guidance states "£9.76 for each calendar day that the service is not repaired". 

My interpretation is that the working days reference applies to the time after the fault arises. I.e. a fault on a Friday would mean compensation due from the following Wednesday. 

I may be wrong.

[Sam352]

When was your service out? Im still waiting to hear about our loss of service from January. They said £13 compensation on bill from sky then the automatic compensation would be 31 working days after the day it was fixed as that is sorted by openreach instead of sky. Currently still have nothing on my bills for compensation. I really wish they had an email or webchat as I can't do phonecalls