Sky Connect Compensation Policy

If you experience issues with your Sky Connect service you may be eligible for compensation.

 

Delayed start of serviceMissed appointmentTotal loss of serviceBroadband speed lower than contract

Issue

We promise to start a new broadband or voice service, on a particular date, but fail to do so.

A Sky or Openreach engineer doesn’t turn up for a scheduled appointment, or the visit is cancelled with less than 24 hours’ notice.

Either your broadband or voice service has stopped working and it’s not fully fixed after two full calendar days.

The download speed delivered to your router is below the minimum guaranteed download speed stated in your Contract Summary and this can’t be resolved within 30 days of you reporting the fault to us.

What we offer

Once validated, we’ll give you £5 for each calendar day of delay, including the missed start date.

Once validated, we’ll give you £25 for each missed appointment.

Once validated, we’ll give you £8 for each calendar day that the service is not repaired. This can be paid after two full calendar days of outage.

Once verified, you can cancel your contract without any early termination charges. 

 


 

FAQs

How do I make a claim?

If you think you’re eligible for a claim, call us on 03337 597 590. You’ll need your account details as well as dates and times when any issues occurred.

What’s the time limit to make a claim?

You’ll need to report the issue to us within 90 days of when it happened. However, we can only pay compensation from the date you report it to us and receive a fault reference number.

How will I receive compensation?

It will be credited to your account and you’ll see it appear on your bill.

I was told my issue was fixed but it wasn’t – can I make a claim?

Yes, you can report that the fault is ongoing and we'll look into it. Just call us on 03337 597 590.

What’s the 30-day money-back guarantee?

For the first 30 days from the activation of your service, you have the right to cancel your Sky Connect services without giving any reason and without incurring early termination charges.

How do I cancel my service?

Call us on 03337 597 590.

Why have I been told I’m not eligible for compensation?

If your issue is not covered by this policy or it was caused by factors outside of our control, including where you may be at fault or have delayed our ability to address the issue, you may be ineligible to receive compensation. For more details, see your Subscription Terms and Conditions.

Last updated: 24 March 2021