Sky talk pay as you go

[Shelzy84]

I haven't been able to use my landline (fibre)  for nearly 2 weeks and Sky still haven't fixed the issue. They are saying I cannot be compensated because I only use it as a pay as you go. I have a loved one who calls me daily on the home phone from a landline and it's costing them a fortune because they're having to call my mobile phone instead of my home phone.

Do I have the right to be compensated? 

[SKY1992bf]

---

@Shelzy84 wrote:

I haven't been able to use my landline (fibre)  for nearly 2 weeks and Sky still haven't fixed the issue. They are saying I cannot be compensated because I only use it as a pay as you go. I have a loved one who calls me daily on the home phone from a landline and it's costing them a fortune because they're having to call my mobile phone instead of my home phone.

Do I have the right to be compensated? 

---

Not for something like this as it's their

personal choice to phone your mobile 

edit but as noted by @Mark39 you may be entitled to the standard compensation for loss of service 

[Mark39]

@Shelzy84 see here for details of Sky's compensation scheme for broadband/landline: https://www.sky.com/help/articles/auto-compensation

[Shelzy84]

Thanks for the reply. I have read through the compensation info but sky are telling me they I'm not entitled to any compensation because I don't pay for a talk package. But my contract states "broadband and talk'. 
so surely having access to my phone line is part of the contract? Irrelevant if wether I get free calls or pay as I go.

[Mark39]

---

@Shelzy84 wrote:

 ...but sky are telling me they I'm not entitled to any compensation because I don't pay for a talk package. 

---

Never heard of that before. I'd pursue it with them, if necessary by raising a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

[Daniel0210]

@Shelzy84 

I agree with @Mark39 there. The type of Sky Talk tariff shouldn't prevent a claim for compensation. 

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.

[TimmyBGood]

---

@Shelzy84 wrote:

 sky are telling me they I'm not entitled to any compensation because I don't pay for a talk package. 

---

That's simply not correct: compensation applies for loss of the voice service.

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know 

Don't, however, complicate it by referring to someone else's financial cost: that just confuses things.