Landline phone number now incorrect after full fibre installation

[TimmyBGood]

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@RL11 wrote:

2 days is apparently acceptable

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Two working days is the Openreach target time to fix a domestic fault.  ISPs cannot offer better service to customers than they themselves get from the network provider.

After you’ve told us your broadband and/or talk isn’t working at all, we have two full working days to fix it. If it’s not fixed, we’ll pay you £9.76 for each day until it is.

Your compensation will start from the third full working day. So, if you told us about the problem on:

Tuesday - you’ll get compensation from Friday.

Friday - you’ll get compensation from:

Wednesday. Weekends aren't working days.

Or Thursday if there was a bank holiday on Monday. They aren’t working days.

https://www.sky.com/help/articles/auto-compensation 

[Broseley89]

Hi @RL11 

I complained to Sky regarding the £58 compensation and quoted your figures, thanks for that. Here is their reply:

"Thank you for reaching out to us and for your patience regarding this matter. I understand your concern about the compensation amount and your reference to the Ofcom Code of Practise for Automatic Compensation.

The compensation you received, £58.56, is based on the eligibility criteria set by Openreach and is in line with the Ofcom Voluntary Code of Practise for Automatic Compensation. The amount is calculated automatically by our system, ensuring it adheres to the guidelines."

Any suggestions please?

We are going abroad for a week so I won't be able to deal with this until after 2nd Feb.

Cheers. 

[Mark39]

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@Broseley89 wrote:

So I won't get compensation because we could make outgoing calls!

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Perhaps unsuprising in view of your earlier post?

[RL11]

I would ask them how they arrived at only 8 days, when you didn't have a proper service for 28 days. Let them know the dates (from/to) that your service was down. Of course they will only "automatically" calculate the compensation you got, if they only key in 8 days. Get them to key in 26 and it will "automatically" calculate more!

[Broseley89]

@Mark39 , this was from the Sky policy doc, then @RL11 pointed out the Ofcom doc and sent me a link. It clearly states that loss of service  can be one way to get full compensation. 

[Broseley89]

Thanks will do.

[Mark39]

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@RL11 wrote:

I would ask them how they arrived at only 8 days, when you didn't have a proper service for 28 days. Let them know the dates (from/to) that your service was down. Of course they will only "automatically" calculate the compensation you got, if they only key in 8 days. Get them to key in 26 and it will "automatically" calculate more!

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I doubt it works that way. More likely it uses parameters captured automatically, such as when the fault was reported to Sky, the nature of the fault reported by Sky to Openreach and when Openreach confirmed resolution to Sky. I'd be surprised if a front line adviser can input directly the number of days without service. 

[RL11]

Of course a human is unlikely to have worked out and entered the days of downtime but Sky should be able to provide the date range, that equates to 10 days of downtime that was used to calculate compensation for 8 days (10 - 2 allowed). I don't know how you go about proving it was a problem for longer but if it was me without a service for that long, I'd probably have a daily record of emails and messages chasing a solution until it got resolved 😂

[Broseley89]

Unfortunately Sky makes you email them through their website/app on a Contact Us form. So there's no sent emails you can check. However I phoned them, and have the record of that.

[Broseley89]

Hi @RL11 @TimmyBGood @Mark39 @ I have complained to Sky re the compensation not being enough. They fobbed me off twice, but I persisted and escalated the complaint. I was contacted by the complaints department and he went through it with me and said it was out if their hands but down to Openreach because they had closed the case 2 weeks after my landline failed because it was designated an area issue. This meant that individual customers were no longer dealt with

However I have just had a call from Sky giving me a further £180 ish which I'm happy with. So persistence pays off. Thanks for all your help.