topic Re: Bill query in Broadband

Bill query

Clarkyjo — Fri, 01 Nov 2024 21:27:25 GMT

I pay £20 a month with sky, have done for nearly 2 years, nothing has changed yet I was charged £43 today??

Why is it?

Re: Bill query

GD1 — Fri, 01 Nov 2024 21:31:55 GMT

@Clarkyjo Sounds like your discounts have ended, these only last a set period if which you would have been told when you took out the discounted rate.

Re: Bill query

TimmyBGood — Fri, 01 Nov 2024 21:34:51 GMT

@Clarkyjo

A discounted minimum term (or a social tariff term) would have been 18 months long, so 'nearly 2 years' is probably a clue.

£20 a month is almost certainly loss-making for any ISP paying wholesale costs.

Re: Bill query

Clarkyjo — Fri, 01 Nov 2024 21:34:50 GMT

Mmm, I won't go into detail but I'm on a fixed rate as a vulnerable customer. So never had a 'deal'.

But thank you for replying.

Re: Bill query

TimmyBGood — Fri, 01 Nov 2024 21:43:24 GMT

@Clarkyjo

The social tariff also has a fixed term: this was 18 and is now 24 months, after which the product (Superfast 35) reverts to list price unless qualification is revalidated.

https://www.sky.com/help/articles/sky-social-tariff

Re: Bill query

Clarkyjo — Fri, 01 Nov 2024 21:36:26 GMT

I didn't have a deal/offer. But thank you

Re: Bill query

GD1 — Fri, 01 Nov 2024 21:36:41 GMT

@Clarkyjo Sky don;t do fixed rates but coiuld have been he social tariff? Sky social tariffs | Sky Help | Sky.com | Sky Help | Sky.com

Re: Bill query

Clarkyjo — Fri, 01 Nov 2024 21:37:10 GMT

Ah Thankyou. I'll be in touch with them tomorrow!

Re: Bill query

TimmyBGood — Fri, 01 Nov 2024 21:38:53 GMT

@Clarkyjo

The current wording is:

It comes with a new 24-month contract, but if you need to leave us before it ends, we won’t charge you any early termination fees on your Sky Broadband.

After 24-months the price will go back to the standard rate – we’ll tell you what this will be when you get in touch to take Sky Broadband Basics. You’ll also get an email to let you know when the price is coming to an end, and you can get in touch to talk about the options available.

Re: Bill query

Clarkyjo — Fri, 01 Nov 2024 21:39:26 GMT

Thank you.

Re: Bill query

Clarkyjo — Fri, 01 Nov 2024 21:41:08 GMT

I'm still angry as I never received an email from them informing me of the change!

Would you know the best number for contacting them please?

Re: Bill query

GD1 — Fri, 01 Nov 2024 21:42:41 GMT

@Clarkyjo You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.