Sky Automatic Compensation for Broadband Faults
What Sky says it pays for delayed repairs, missed engineer appointments and delayed activation, how you are paid and what to do if it does not arrive.
Sky says it gives automatic compensation for Sky Broadband and Talk if you have a total loss of service, a missed appointment or a delayed activation. Consumer Protection UK is independent and is not connected to Sky. This page sets out what Sky itself says on its official page, checked on 4 October 2026.
What Sky Says It Pays
| Problem | As Sky states it |
|---|---|
| Total loss of service (more than two full working days after you tell Sky) | £10.34 for each day until it is fixed, starting from the third full working day |
| Missed appointment | £32.31 if the engineer does not show up on your confirmed visit date, or Sky changes or cancels the visit with less than 24 hours’ notice |
| Delayed activation | £6.46 for each full day it is late after the confirmed activation date, including the activation date itself (so two days late is £12.92) |
How and When You Are Paid
Sky says it will pay what you are owed within 30 days of the fix, the missed appointment or the activation. It calculates the amount and adds a credit to your Sky account, then sends you an email or a letter. It says you do not need to get in touch, because it is automatic. For a total loss of service, compensation starts from the third full working day after you report it: report on a Monday and it starts Thursday; Tuesday starts Friday; Wednesday starts Saturday; Thursday starts the following Tuesday; and Friday, Saturday or Sunday start on the Wednesday. Weekends and bank holidays are not working days, and Sky adds one extra day if there is a bank holiday in between.
If You Have Not Been Paid
When Sky says you will not get it. For a total loss of service: slow or dropping broadband, being able to use the internet on some devices, poor call quality, or a problem with a Sky Talk feature do not count. Nor does a fault in equipment in your home (such as wiring, your hub or your phone), or a problem you prevent being fixed by cancelling, delaying or missing the engineer visit, not booking a visit that is needed, or not giving access. For a missed appointment: Sky changing or cancelling with more than 24 hours’ notice, you changing or cancelling on the day, or you not giving access. For delayed activation: delay caused by you missing the engineer visit, an order that failed before the activation date was confirmed, you changing or cancelling the install visit, or a delay before the date was confirmed. If you cancel your order before activation, Sky says it pays up to the cancellation date if the delay was out of your control. If you miss a visit when you have a total loss of service, Sky says it will call or text to rebook, and you must rebook within two days or it will close your fault. Sky says it pays in line with the Ofcom voluntary code of practice for automatic compensation, and points to its customer complaints code of practice if you have a complaint about compensation.
It covers home broadband and landline only, not mobile. See our guide to broadband compensation for delayed repairs for the scheme as a whole and a ready-to-use letter.
If It Still Is Not Resolved
If Sky does not put it right, the scheme named in our guide is CISAS (Communication and Internet Services Adjudication Scheme). See the full Sky complaints guide.
Related
Sources
Last checked 4 October 2026. Rules change, so check the official page before you rely on this. This is general information, not legal advice.
Ready to Take Action?
Tell us what happened. Our initial case review is free.