Sky Failing to Pay Delayed Provisioning Compensation

Finchowned

Hello,

Hope you're well.

Looking for some advice on where to get next, please.

Long story short - we experienced a delay of 100+ days for our Sky FTTP to be installed. Throughout the delay, Sky advised of the 'automatic' compensation that'd we'd be entitled to via Ofcom's delayed provisioning. This stands at about £600 and should have been paid within 30 days of the go-live date.

However, the go-live date for the broadband was at the end of April, and Sky still haven't paid us any compensation; they've advised it's 'processing' and they're 'looking into it'.

I've raised a complaint via CEDR and Sky are proving utterly useless.

Any suggestions on what else I can do, please?

Thanks.

iniltous

It’s not always clear how much compensation is due ,  often if it’s a brand new installation the initial date is advisory, not contractual as it may be stated that the address has potential issues  , so missing this first  date isn’t necessarily going to start the compo clock ….if it is a confirmed date , they can , provided they give you at least 24 hours notice ,change the date anyway ,  in fact there are a few reasons why you may not get what you expect, and although Sky are not forced to offer this level of compensation by joining the Ofcom scheme, in my opinion £600 is ridiculously high for the lack of service , and given an month of Sky broadband probably only costs you around £30 a month ( a pound a day) , that makes the compensation worth around 15 months  of service for  ‘free’ , anyway here is the link , the delayed provisioning part presumably is the one you want , but if the date was never confirmed, you may get much less that £600

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

AndyPK

max compo is £374    £6.24 x 60 days

Edit: the 60 day thing must be vodafone

Any delays caused by yourself, where you move the appointment out aren't included

Vodafone paid mine, before my first bill/DD was taken

Finchowned

Hello,

Thanks a lot for the responses. Much appreciated.

I’m also looking for advice on where to go next, if anywhere? Regardless of what I might be owed, Sky aren’t cooperating.

Anywhere else I can raise this complaint?

Thanks.

retiredbanker1

Finchowned said:

Hello,

Thanks a lot for the responses. Much appreciated.

I’m also looking for advice on where to go next, if anywhere? Regardless of what I might be owed, Sky aren’t cooperating.

Anywhere else I can raise this complaint?

Thanks.

Letter before action? Then Small Claims court or whatever its called these days.
However before you do this you need to be certain of the amount that you can claim and demonstrate this on your claim form.

AndyPK

Can’t you take it to Ofcom ?

Ectophile

AndyPK said:

Can’t you take it to Ofcom ?

No, but you could go to the Ombudsman.  But only after making a formal complaint to Sky, and giving them time to sort the problem.

Finchowned

Thank you. Will try them 😊