Total loss due to streetside box being destroyed

[Steeve1]

So my Internet cut out last week, and it was established someone had driven into the green box that supplies the connections to the street. I didn't report it, as the Sky test on their site confirmed there is a known issue and they're working on it, saying it should be fixed within a couple of days. There's no sign of a fix. Given I haven't technically logged it as a fault, but the Sky site tells me they're aware of an issue in my area affecting my Sky Broadband since 31st May, am I still entitled to automatic compensation? 

[Daniel0210 · Accepted solution]

@Steeve1 

I think whoever stated it would be fixed within a couple of days might have been a bit optimistic. Not what you want to hear but it could take a while. There's no harm in reporting it to Sky again but the below link explains the Ofcom agreed 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 the fault is first reported 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 Sky account (new rates apply from 01/04/24 of £9.76 per day).

[Steeve1]

Thank you for your reply. @Daniel0210 you ware correct, it still isn't back online. However, I've been regularly checking the Sky Service status checker and it states the issue has been since  4th, then 7th, despite it never coming back online since 31st May. I've maintained regular email communication with Sky to reiterate it's from 31st, but this seems to be a blatant attempt as some form of SLA management, and in turn potentially reduce compensation for customers. Still no ETA. Do you know how I could possibly show that it hasn't been on since 31st May? 

[Daniel0210]

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@Steeve1 wrote:

Do you know how I could possibly show that it hasn't been on since 31st May? 

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@Steeve1 

I don't I'm afraid. Once it's finally fixed and any compensation has been applied, if it's not what you're expecting you may have to submit a complaint

https://www.sky.com/help/articles/how-to-make-a-complaint