Poor service no telephone line for 5 days

[Midsomer3]

Hi my telephone  line was out of action for 5 days so obviously I wasn't  very happy  as I support my chronically ill daughter, the phone landline is infact  a lifeline. 

Sky offered £9+ in compensation,  a derisory sum as I had to chase up their engineers  and was told  'call us tomorrow hopefully it will be sorted"?.  I really need a much  better service than this.  

Does anyone know  how Sky  pay compensation please,  I just want to know that they have paid.  All in all  I would have  much preferred a working landline without  the five days of  hassle I had .Thanks in advance  

[Kelsingra]

Hey @Midsomer3 


As you mentioned that your landline is functioning as lifeline too, I wanted to make sure that you know about our Accessibility Team who can give you extra support if needed.


Are you already signed up with the Accessibility Team? Once registered there are also different methods of communication with this team

https://www.skyaccessibility.sky/


Thank you for joining our Community Forum! 🙂

[Daniel0210]

@Midsomer3 

And in answer to your question regarding compensation …

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).

[Midsomer3]

Hi  thanks for you reply  ,Sky have  allowed £9.76 for the entire 5 day period is that correct. Thank you 

[Mark39]

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@Midsomer3 wrote:

Hi  thanks for you reply  ,Sky have  allowed £9.76 for the entire 5 day period is that correct. Thank you 

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If you refer to the link @Daniel0210 posted, you'll that's compensation for 1 day's loss of service.

[Midsomer3]

Thank you for your  reply, I thought I had read its £9.76 daily   I suppose I have to chase Sky now.

[Mark39]

Remember that compensation is only payable two full working days after you report the fault.

So, for example, if you report the fault to Sky on a Thursday, the first day compensation would be payable would be the following Tuesday, and none would be due at all if the fault was fixed on that Tuesday.

[Daniel0210]

@Midsomer3 

And as stated 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. 

[Midsomer3]

Just spoken with Sky my talk package  is £16 monthly  so basically  they divide this by 4 as 4 weeks in a month. so that is then divided  by days of lack of service this apparently equates to £2 plus a day.So £9.76 isn't a daily rate but apparently 5 days of having  no telephone  line, it appears you have to lose full service for £9.76 a day

Sadly for  me I only want a guaranteed working  landline for  my chronically ill child ,as the mobile signal isn't good here.I also don't think it is my job to follow up how the engineers repair is going,  or to be told by sky  hopefully it will be fixed in 24 hours  when it isn't.Very poor service  Sky,  tried to double check if we are on accessible list and couldn't get it sorted. My landline is a lifeline and essential. 

[Mark39]

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@Midsomer3 wrote:

Just spoken with Sky my talk package  is £16 monthly  so basically  they divide this by 4 as 4 weeks in a month. so that is then divided  by days of lack of service this apparently equates to £2 plus a day.So £9.76 isn't a daily rate but apparently 5 days of having  no telephone  line, it appears you have to lose full service for £9.76 a day

Sadly for  me I only want a guaranteed working  landline for  my chronically ill child ,as the mobile signal isn't good here.I also don't think it is my job to follow up how the engineers repair is going,  or to be told by sky  hopefully it will be fixed in 24 hours  when it isn't.Very poor service  Sky,  tried to double check if we are on accessible list and couldn't get it sorted. My landline is a lifeline and essential. 

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That's simply not right. The compensation paid is as required by OFCOM and detailed in the link previously posted.

[Daniel0210]

@Midsomer3 

The auto compensation scheme is Ofcom approved and Sky have chosen to participate in it. Yes, you have to lose Broadband or Talk totally to be eligible. It's all explained in that link. 

[Midsomer3]

Thanks I will  take another  look I did lose my talk unlimited package for five days  

[Midsomer3]

I have now contacted  Sky complaints with your info regarding  the Ofcom regulations.  My unlimited talk was out of action completely for  5 days ,nobody was able to call in or out.Thanks for your help.