As yet another village finally gets reconnected after a long break in telephone and broadband services ( BT Leaves Surrey UK Village for 10 Weeks Without Broadband and Phone - ISPreview UK ), I've taken another look at Sky's T&C and have failed to find a clear guidance as to what level of compensation they may offer as standard to any of their customers should such an incident occur.
I couldn't find it.
Now I know from what others have posted here that Sky will attempt to offer tou something, but just what that will be in all fairness is pot luck. Generally they'll offer things such as free line rental for a period of time or perhaps reduce the broadband costs, but you normally have to call in to register your broken line for a start, which can be difficult if your line is down.
Ok, the cause may be outside of Sky's control. Diggers and cable thieves tend to be the most common causes. Periodically a fire may be to blame or perhaps a power failure too. Broken cables with slow-to-respond BTO Engineers are a royal pain but thankfully Ofcom is pushing BTO to improve.
Ultimately yes we want our services back up and running soon, but what if you're expecting an important phone call or need to contact someone else?
Just how long should you wait, once Sky knows there is a problem, for it to be resolved?
What if it takes too long? What should you expect?
Sky aren't the only ones who provide telephone and broadband services to the domestic market. TalkTalk actually has a useful Compensation Policy page on their website. They make it clear that a period of 24 hours of no service is required first. At least this is a start.
Companies who would start losing money when their communication systems are down understandably have a shorter trigger point. Depending on the kind of contract you have the levels of compensation will be quite different.
Perhaps it is time for all the ISPs to make it clear just what constitutes a reasonable level of a break in service and what you can expect in way of compensation for your inconvenience.
What do you think?
I couldn't find it.
Now I know from what others have posted here that Sky will attempt to offer tou something, but just what that will be in all fairness is pot luck. Generally they'll offer things such as free line rental for a period of time or perhaps reduce the broadband costs, but you normally have to call in to register your broken line for a start, which can be difficult if your line is down.
Ok, the cause may be outside of Sky's control. Diggers and cable thieves tend to be the most common causes. Periodically a fire may be to blame or perhaps a power failure too. Broken cables with slow-to-respond BTO Engineers are a royal pain but thankfully Ofcom is pushing BTO to improve.
Ultimately yes we want our services back up and running soon, but what if you're expecting an important phone call or need to contact someone else?
Just how long should you wait, once Sky knows there is a problem, for it to be resolved?
What if it takes too long? What should you expect?
Sky aren't the only ones who provide telephone and broadband services to the domestic market. TalkTalk actually has a useful Compensation Policy page on their website. They make it clear that a period of 24 hours of no service is required first. At least this is a start.
Companies who would start losing money when their communication systems are down understandably have a shorter trigger point. Depending on the kind of contract you have the levels of compensation will be quite different.
Perhaps it is time for all the ISPs to make it clear just what constitutes a reasonable level of a break in service and what you can expect in way of compensation for your inconvenience.
What do you think?