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Making a claim against Sky Broadband
If Sky Broadband has caused you a financial loss, you may have grounds to claim compensation. Claims are decided on the facts and the evidence you can provide, so it helps to understand what you can claim for before you begin.
This guide explains the types of claim common across the telecoms & internetsector, the steps to take first, and the evidence you’ll want to gather.
Claims may include:
- Billing errors and charges for services you did not agree to
- Mid-contract price rises that were not clearly set out
- Total loss of broadband or landline service and slow outage repairs
- Broadband speeds far below what you were promised
- Mis-sold contracts, add-ons or bundles
- Unfair early-termination and exit fees
- Automatic Compensation not paid for outages, missed appointments or delayed starts
- Poor complaint handling and cancellation difficulties
What can you claim for?
- Billing & price rises
Were you overcharged, or hit by a mid-contract price rise that was not set out in pounds and pence?
Learn more - Loss of service
Did your broadband or landline go down, or take too long to be repaired after you reported a fault?
Learn more - Mis-sold contract
Were you sold a package, speed or add-on that did not match what you were promised?
Learn more - Exit fees
Were you charged unfair early-termination fees, or blocked from leaving after the provider changed your terms?
Learn more
Before you claim
- 1Complain to your provider
Report the fault or dispute to your provider and ask them to resolve it.
- 2Get a deadlock letter
If it is unresolved after eight weeks, or you are deadlocked, ask for a final response letter.
- 3Use the ombudsman
Take the dispute to your provider’s ADR scheme — the Communications Ombudsman or CISAS — free of charge.
- 4Keep the evidence
Save your contract, bills, fault reports, speed tests and any sales emails or call notes.
Evidence checklist
- Your contract and order confirmation
- Monthly bills showing the disputed charges
- Broadband speed-test results
- Fault report reference numbers and dates
- A log of outage dates and downtime
- Sales emails, adverts or call recordings
- Any Automatic Compensation credits received
- Early-termination or exit-fee statements
- Your complaint reference number
- The ombudsman decision (if applicable)
Start your claim
Tell us a little about what happened and we’ll help you check whether you have a valid claim against Sky Broadband.
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Frequently asked questions
Am I owed compensation for a broadband or landline outage?
Most major providers are signed up to Ofcom’s Automatic Compensation scheme, which pays a daily amount if a fault is not fixed within two working days, plus set sums for missed engineer appointments and delayed installations. It should be credited to your bill automatically, but you may need to chase it.
Can the provider raise my price mid-contract?
For contracts taken out from 17 January 2025, any mid-contract price rise must be shown up front in pounds and pence, not linked to inflation. If a rise was not made clear when you signed up, you may have grounds to challenge it or leave without penalty.
I was mis-sold my package — what can I do?
If the speed, coverage or terms you received do not match what you were promised, keep the advert or sales conversation and complain to the provider. You may be entitled to a remedy, and in some cases to exit the contract without a penalty.
Can I be charged an exit fee if I leave?
Early-termination charges can be lawful if you cancel a fixed-term deal early, but they should reflect the provider’s genuine loss. If the provider changed a key term to your disadvantage, you can often leave penalty-free within a set notice window.
How do I escalate if the provider will not help?
After eight weeks, or once you receive a deadlock letter, you can refer the dispute free of charge to the provider’s Alternative Dispute Resolution scheme — either the Communications Ombudsman or CISAS. Their decision is binding on the provider if you accept it.
This information is general guidance and is not legal advice.
Relevant legislation
The main laws and regulations that may apply to a claim in the telecoms & internet sector:
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