Sky Broadband Compensation

storeyboy10

Hi all - over the past few weeks, I have had a major issue with my home fibre broadband from Sky. It took Sky / Openreach over 7 days in total to fix it -
during this time I had absolutely no broadband or phone. I work from home with 3 young kids, so it was incredibly disruptive and frustrating. I spent many hours back and forwards with Sky chasing tickets, finding out what happened etc. A combo of Sky and OR managed to close two tickets I correctly before I was eventually sorted last week.

I complained to Sky - and was offered £9 in compensation. That’s it!

I am furious - but am I right to be? Is it reasonable for me to expect more than £9 in compensation for the disruption caused?

thanks!

flaneurs_lobster

Nine quid is, what, a weeks' worth of rental refunded. That's how long you were without service so seems about right. 

I know that this in no way compensates for the frustration and annoyance you suffered but in the absence of any other compensation or service level agreement or backup arrangement then you might be unfortunate in persuing any claim. 

prowla

The compensation terms are part of the agreement.

Though they don't "mind" it being used for home working, I think Sky's service is sold as a domestic product, so any any resultant loss of business is out of scope.

In my case, I have two broadband providers to my house (Sky and Virgin, which run over separate wires) to cover me for an outage of either, and there's also the option of going 5G (with my EE contract) if both of them are kaput.

I think BT now offer a failover to EE as part of their service.

It's annoying, but it is what it is.

macman

No compo for WFH (or not, in your case): there is no SLA on a residential telcoms contract. 

milgo

Your washing machine or dishwasher breaks down, a letter you sent arrives late, you have a power cut etc. All of these things are certainly inconvenient to the end user but in order to be compensated when this does happen you would need to be paying much more for the service. As an example the difference between 1st class postage and special delivery where you pay, probably 4 x as much to guarantee the service (service level agreement) and should that agreed service not be met then you are compensated.

Typically businesses will pay the higher costs for these services because if they suddenly become unavailable or agreed timeframes are not met it will likely cost them money. 

Neil_Jones

storeyboy10 said:

Hi all - over the past few weeks, I have had a major issue with my home fibre broadband from Sky. It took Sky / Openreach over 7 days in total to fix it -
during this time I had absolutely no broadband or phone. I work from home with 3 young kids, so it was incredibly disruptive and frustrating. I spent many hours back and forwards with Sky chasing tickets, finding out what happened etc. A combo of Sky and OR managed to close two tickets I correctly before I was eventually sorted last week.

I complained to Sky - and was offered £9 in compensation. That’s it!

I am furious - but am I right to be? Is it reasonable for me to expect more than £9 in compensation for the disruption caused?

thanks!

What you expect and what you get are two entirely different things.  It might have been the biggest PITA to your good self, but if you want priority repair and a speedy resolution you're not going to get it on a domestic package.  You'll get it on a business package but you'll pay at least half as much again if not more.  Take the £9 and look at mobile broadband as a backup/temporary stopgap for next time.