Compensation

[GildaGarbutt+Wyer]

Sky said I would by now should have received my compensation because we hadn't any phone line service for over 14 days.  During these 14 days sky assistant told me my phone wasn't suitable, I bought a new phone costing £30 pounds, that didn't work , I got back in touch he said that the new phone wasn't compatible and suggested the one to get , I gave the new phone away and bought the one the sky assistant told me, when it arrived that also didn't work.by this time I had spent over £ 50 on phones that was no good. I kept phoning and going through all the technical support but it still didn't work. Sky said they would send a engineer out, he came and said that even his phone didn't work , I got back  in touch I was told no one should have told me to buy new phones and I would be compensated also for the time I was without a service. After two weeks I was back on line , I would be compensated with in 30 days,.  I heard nothing , phone call after phone call sky just kept brushing me of promising they would pay the money into my bank by the last Monday in October.   I have been a loyal customer for nearly 12 years and to be honest I have found that you don't have customer care , you don't work in harmony with each other,   You just care about money , I have suffered with depression always but I've struggled with money but always paid you . All this began in July it's now December. You still haven't been in touch with me so I no longer trust you or respect you as I have done the last 11 years. Regards 

[Daniel0210]

@GildaGarbutt+Wyer 
You aren’t contacting Sky here. This is a customer ▶️ customer discussion forum where we try to help other customers.

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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.
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 new rates are £9.98 per day)

▫️There is no equivalent scheme in place for customers in the Republic of Ireland.
▫️There is no automatic compensation for TV services affected by a broadband problem.
▫️Sky broadband being discussed here is a domestic service therefore whilst it's fine for customers who work from home to use it for that purpose they won't receive additional or quicker support.

[Mark39 · Accepted solution]

@GildaGarbutt+Wyer any compensation due should have been paid long ago. Note that it goes to your Sky account, not your bank account.

We've seen before that Sky advisers sometimes wrongly tell customers they need an IP/VOIP phone to use Sky landline for internet calls. You don't. Any ordinary standard analogue phone should work. 

I'd raise a complaint - use the webform option which, I suspect, stands a better chance of finding its way to a Sky person who knows what they're talking about. You can find a link in Sky's help here: https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/