topic Re: Can I cancel sky cinema whilst being in a contract in Sky Stream

Can I cancel sky cinema whilst being in a contract

Sophi20 — Thu, 08 Feb 2024 02:34:44 GMT

Can I cancel sky cinema? I've accidentally subscribed and it says I'm in an 18 month contract can I cancel and not be charged?

Re: Can I cancel sky cinema whilst being in a contract

GD1 — Thu, 08 Feb 2024 02:58:48 GMT

@Sophi20 If it's within the 30 day cool off then yes.

Re: Can I cancel sky cinema whilst being in a contract

JEFF1102 — Sat, 10 Feb 2024 15:05:31 GMT

I have just phoned Sky about my package as it is going up to see if any offers available and entered into a discussion about contracts. The advisor said that with Sky Stream you are never in a contract for anything. I took up the SKy Cinema £9 offer in November and as far as I am concerned I am now locked into an 18 month contract with Sky Entertainment and Cinema until May 2025. But this advisor said no I could cancel anything anytime with no penalty. I would lose the offer but he was insistant that I am not locked into a contract with Sky Cinema or even Sky Entertainment.

Is this true? It doesnt add up as I pay £26 per month and not £29 which I thought was an 18 month contract.

Re: Can I cancel sky cinema whilst being in a contract

MarkGoldsmith — Sat, 10 Feb 2024 15:38:21 GMT

@JEFF1102 wrote:
I have just phoned Sky about my package as it is going up to see if any offers available and entered into a discussion about contracts. The advisor said that with Sky Stream you are never in a contract for anything. I took up the SKy Cinema £9 offer in November and as far as I am concerned I am now locked into an 18 month contract with Sky Entertainment and Cinema until May 2025. But this advisor said no I could cancel anything anytime with no penalty. I would lose the offer but he was insistant that I am not locked into a contract with Sky Cinema or even Sky Entertainment.

Is this true? It doesnt add up as I pay £26 per month and not £29 which I thought was an 18 month contract.

@JEFF1102 Basically it varies but to be receiving any type of discount on a package you would have been signed up to a 18 month minimum term contract.

i know that some add-ons you can remove giving 31 days notice period. It might be best to check the T&Cs contained in the contract document that would have been generated for you when you took out the contract. You should find all the documents is available within the My Messages part of your My Sky account.

Re: Can I cancel sky cinema whilst being in a contract

Ripleys_Cat — Sat, 10 Feb 2024 15:50:06 GMT

@MarkGoldsmith wrote:
@JEFF1102 wrote:
I have just phoned Sky about my package as it is going up to see if any offers available and entered into a discussion about contracts. The advisor said that with Sky Stream you are never in a contract for anything. I took up the SKy Cinema £9 offer in November and as far as I am concerned I am now locked into an 18 month contract with Sky Entertainment and Cinema until May 2025. But this advisor said no I could cancel anything anytime with no penalty. I would lose the offer but he was insistant that I am not locked into a contract with Sky Cinema or even Sky Entertainment.

Is this true? It doesnt add up as I pay £26 per month and not £29 which I thought was an 18 month contract.
@JEFF1102 Basically it varies but to be receiving any type of discount on a package you would have been signed up to a 18 month minimum term contract.

i know that some add-ons you can remove giving 31 days notice period. It might be best to check the T&Cs contained in the contract document that would have been generated for you when you took out the contract. You should find all the documents is available within the My Messages part of your My Sky account.

Not strictly true. You can get discounted deals on the 31 day rolling contract too. Not quite as much as on 18 month terms but there are varying deals depending on where you buy Stream from.

Re: Can I cancel sky cinema whilst being in a contract

Anonymous — Sat, 10 Feb 2024 19:29:59 GMT

Sky are currently not holding any customers on Sky stream to a contract. Even if a customer signs an 18 month contract, they are currently allowed to leave, must provide 31 days notice and send back any pucks that are Sky owned. I have had this confirmed several times with Sky customer service and the executive team. If anyone disputes it, phone Sky and ask them. You can leave a 18 month contract penalty free, without any hassle. Sky of course have the right to hold customers to the contract at any point in the future and any customer signing a new 18 month contract must be aware of this.

Re: Can I cancel sky cinema whilst being in a contract

JEFF1102 — Sun, 11 Feb 2024 11:01:20 GMT

@Anonymous Where do I stand then as I took up Sky Cinema £8 per month offer in November and entered into a new 18 month contract. Obviously I understood I was doing this but thought it tied me into Sky Stream and Sky Cinema for a full 18 months. So I am now wondering if I would be able to cancel Sky Cinema if I want to without penalty. I know I would lose the offer but am confused adter this Sky Advisor yesterday who said with Sky Stream you are free to leave anytime for anything. He said ALL Sky Stream contarcts are offers and not contracts.

Re: Can I cancel sky cinema whilst being in a contract

MarkGoldsmith — Sun, 11 Feb 2024 12:01:56 GMT

@JEFF1102 wrote:
@Anonymous Where do I stand then as I took up Sky Cinema £8 per month offer in November and entered into a new 18 month contract. Obviously I understood I was doing this but thought it tied me into Sky Stream and Sky Cinema for a full 18 months. So I am now wondering if I would be able to cancel Sky Cinema if I want to without penalty. I know I would lose the offer but am confused adter this Sky Advisor yesterday who said with Sky Stream you are free to leave anytime for anything. He said ALL Sky Stream contarcts are offers and not contracts.

The offshore customer services advisors have be known to tell people the wrong things unfortunately.

To be honest i don't see why Sky wouldn't allow you to remove Sky Cinema on 31 days notice. Its possible the Sky Cinema deal you signed up to (if it was a package) may have come with discounts on other packages so you may lose some of those discounts if it did.

All you can done is phone Sky and tell them you want to remove Sky Cinema from your subscription. The advisor should then be able to tell you the consequence of that (likely should just be its a 31 day cancellation for that add-on).

Re: Can I cancel sky cinema whilst being in a contract

Anonymous — Sun, 11 Feb 2024 12:35:40 GMT

@MarkGoldsmith This has nothing to do with off shore customer service advisors. This has to do with fact. Phone sky now and ask them, as it stands (this may change) no customers are being held to any contract. I am not sure of why/logic but this is the case 100 percent.

Re: Can I cancel sky cinema whilst being in a contract

Anonymous — Sun, 11 Feb 2024 12:38:10 GMT

@JEFF1102 @The sky advisor is telling you what I have just said. You can leave any element or the whole of sky stream in contract without penalty. You can phone up sky now, cancel sky cinema without penalty or charge. This is subject to change and as I have said, anyone taking out a contract on any sort should expect to be held to it - that's only reasonable but Sky have decided at this time not to do so

Re: Can I cancel sky cinema whilst being in a contract

MarkGoldsmith — Sun, 11 Feb 2024 12:48:57 GMT

@Anonymous wrote:
@MarkGoldsmith This has nothing to do with off shore customer service advisors. This has to do with fact. Phone sky now and ask them, as it stands (this may change) no customers are being held to any contract. I am not sure of why/logic but this is the case 100 percent.

Its the phrasing of what the OP claimed they were told which is incorrect.

Technically everything would be behind a contract and its Skys discretion as to whether they allow all or parts of the contract to be exited within the 31 day notice period. So the CS agent saying there is no contract is indeed factually incorrect. Sky may indeed not hold you to the contract, it being their discretion, but there certainly is a contract. Obviously Sky's stance of whether they allow people out of the contract at any time, with it being discretionary, can change.

Its the fact that this needs to be crystal clear to customers. As we have both mentioned because its discretionary, it could change as any time, so any customers seeing a post in the Sky Community forum from February 2024, shouldn't just naturally expect to be able to leave their contract penalty free in they are reading this post in a couple of months time perhaps, as the stance could have easiler changed. Also if the stance did change and the OP wanted to cancel in a couple of months time for example then they would have certainly been told the wrong information by the CS agent.

Re: Can I cancel sky cinema whilst being in a contract

Fothergill1 — Sun, 11 Feb 2024 13:50:42 GMT

The simplest way to see your contract period is by going to MySky and then selecting "Your products" it will say what the contract period is for each individual item you are subscriber to. If it says your an item is on a monthly rolling contract then you have no problem in cancelling with 31 days notice. If on the other hand it say you are on an 18 month contract then it is up to Sky's discretion and your negotiating skills.

Re: Can I cancel sky cinema whilst being in a contract

Anonymous — Sun, 11 Feb 2024 15:36:38 GMT

@Fothergill1 There is nothing to negotiate - sky are 'currently' not holding customers who in contract to the contract - you can leave all or part penalty free. Phone sky and ask them

Re: Can I cancel sky cinema whilst being in a contract

JEFF1102 — Sun, 11 Feb 2024 16:03:21 GMT

I think its all down to getting a decent friendly helpful advisor. Most are great but I have had a couple of stroppy ones lately. One didnt like me cancelling UHD or Ad Skipping and taking up free offers. He said it doesnt work like that. You should take up one free offer and then pay £6 per month or not subscribe at all. Can I help it if everytime I cancel UHD I get another free offer? Do they expect me to phone Sky and say I dont want the free offer. Can you charge me £6 per month instead!

I phoned yesterday to look at my package to see if any offers as I was coming to the end of a 9 month half price offer on Sky Entertainment and noticed my bill is almost doubling soon. Also had offer on Whole Home. He said I am out of offers and these were offers to get people to keep and test Sky Stream a year ago. Ok fair enough but it was then that he started this debate that I am not contracted to anything. When I asked him about Sky Cinema he said I have already told you. This is Sky Stream. Its designed so you are in control. Do what you like.

So I asked why is there two prices for Sky Ultimate TV and the more expensive one is to get a rolling contract and the cheaper one is 18 month contract? He said if you tell us you dont mind an 18 month contract then its down to you. But again you are not tied to anything.

No wonder I was confused1! I may phone again and try retentions just to see what they say. Would they come up with an offer to get me to stay as I am out of offfers?

Re: Can I cancel sky cinema whilst being in a contract

Fothergill1 — Sun, 11 Feb 2024 16:23:11 GMT

@JEFF1102 It's a ludicrous situation when Sky's own advisers can't give the correct advice.

BTW - When you cancelled the UHD/Atmos and Add Skipping add-ons did you get a new offer before the 31 day notice period expired? Also, did you get a new offers for both add-ons?

Re: Can I cancel sky cinema whilst being in a contract

Anonymous — Sun, 11 Feb 2024 17:17:48 GMT

@JEFF1102 I suspect that Sky may enforce the 18 months in the future and of course they've every right to do so, they've just decided not to at this time. It provides them the option if they so wish, but for now, anyone in an 18 month contract with Sky stream isn't tied in. Don't forget when Sky glass first started there was no option for an 18 month contract. Everything was on a monthly contract

Re: Can I cancel sky cinema whilst being in a contract

JEFF1102 — Sun, 11 Feb 2024 17:17:30 GMT

@Fothergill1 when you cancel UHD or Ad Skipping it ends the day before your next billing date not 31 days later. You don't get any offer or chance to resubscribe until it ends. Then check and it may be free for another 2 or 3 months or may show full price. In the case of UHD I have had this free since last April. Ad Skipping I have paid for three times and had about six months free. If you cancel UHD too early though it will add a charge for the remaining free period but as skipping will not.

Re: Can I cancel sky cinema whilst being in a contract

Anonymous — Sun, 11 Feb 2024 17:19:20 GMT

I never pay for ad skipping, kids or UHD. I just take the offers, cancel and then a new offer comes up for all three of them everytime. I have had all three for the past 12 months and never paid a penny for kids, UHD or ad skipping

Re: Can I cancel sky cinema whilst being in a contract

JEFF1102 — Sun, 11 Feb 2024 18:25:54 GMT

@Anonymous That's why I got annoyed at the advisor who said I should not do this and just take up one offer and then pay. If they offer it free again then why not take up the offer. Do you cancel UHD at the last moment. I ask this as last time I cancelled three weeks before and it added a £4.20 charge which I would not have had if I had not cancelled at that point, when I queried it I got nowhere. It was the stroppy advisor who did not see what I meant. This time I phoned and asked to cancel and they had to add a credit to cover the charge. This does not happen with ad skipping. Maybe have to cancel one day before.