Sky WiFi Service Level and Compensation Policy

Sky endeavours to provide its customers with the best possible products and services. However the following policies apply to the provision of the Sky WiFi Service to Independent Outlet Customers and Group Customers:

 

Independent Outlet Customers (if you have not signed the Sky WiFi Group Customer Agreement, you will be an Independent Outlet Customer)

The provision of the Sky WiFi Service is not supported by guaranteed service quality levels or fixed compensation policies in relation to delayed provisioning, missed engineer appointments or delayed repair following loss of service. In the unfortunate circumstance that you have a complaint, please contact us using the Independent Outlet Customer contact details in your terms and conditions and we will deal with your complaint in accordance with the Sky Compliants Code of Practice (which can be found at www.business.sky.com/page/complaints).

Group Customers (if you have signed the Sky WiFi Group Customer Agreement, you will be a Sky Group Customer)

The provision of the Sky WiFi Service is covered by Sky WiFi's standard service level agreement. This details how quickly Sky will try to respond (and send a support engineer to try and fix the fault, where necessary) when you notify us that the Sky WiFi Service is not working at your Premises, as well as an indicator for the availability of Sky's Code Network which supports the Sky WiFi Service.

Sky does not provide guaranteed service quality levels in relation to delayed provisioning of the service, missed engineer appointments, or delayed repair following a loss of service that relates to a fault with the backhaul connection and unless we have expressly agreed terms for the provision of compensation in relation to any of these events, a fixed compensation policy does not apply. In the unfortunate circumstance that you have a complaint, please contact us using the Group Customer contact details set out in your terms and conditions and we will deal with your complaint in accordance with the Sky Complaints Code of Practice (which can be found at www.business.sky.com/page/complaints).

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