What is Automatic Compensation?

Updates to Automatic Compensation due to the Covid-19 pandemic

We’re working a little differently in these challenging times to keep our staff and customers safe. Which means we've made some temporary changes until we can get back to normal.

Because we‘ve changed the way we respond to non-critical issues, we suspended automatic compensation payments on 24 March. But from 8 May, we reinstated payments for missed appointments and delayed activation (where no engineer is needed). Payments are still suspended for delayed repairs (when we can't fix your service within two days) or delayed installations (when an engineer is needed).

Go to Changes to Sky Broadband services during Covid-19 for more info

From 1 April 2019, we’ll automatically give you compensation in line with the OFCOM Voluntary Code of Practice for an Automatic Compensation scheme (the industry agreed compensation code for broadband and talk) if:

1) You experience a Total Loss of Service - Your service stops working completely and isn’t totally fixed after two full working days from when you first tell us of the fault. (This does not include intermittent service).

2) You experience an engineer Missed Appointment - Your engineer misses the appointment we confirmed to you to fix or install your broadband and/or talk service; or it’s cancelled or
changed with less than 24 hours’ notice.
We’ll give you £25 for each missed appointment.

3) You experience Delayed Provisioning - We fail to start your new broadband and/or talk services on the
date we told you we would.

If you are due Automatic Compensation, this will be calculated automatically and the appropriate credit will be added to your Sky account. If you don’t have an active billing account, we’ll send the compensation straight to the card details you gave us for the one-off payment when you made the booking for the service to which the Automatic Compensation relates. Any Automatic Compensation due to you will be paid to you within 30 days of the missed appointment, activation of your service, or when your service is restored.

Please note that Auto Compensation will only apply to orders and faults reported to us after 1 April 2019.

More info on Auto Compensation:

If you have a complaint about Automatic compensation, please view our Complaints article.

Still need a hand?

Like most businesses in the UK we’re still not back up and running as normal. We have less people in our offices due to social distancing so we’re not able to offer our full services and wait times may well be longer as calls are being prioritised for our most vulnerable customers and those who have already been online.