topic Re: Broadband early termination charges in Broadband

Broadband early termination charges

Navigator2 — Mon, 03 Mar 2025 14:45:42 GMT

Last week I received the letter advising me of the increase to my Broadband costs. As the letter said I could leave penalty free I went elsewhere for a better deal and used the new providers one touch transfer service. I now have early termination fees of £85 on my account Have complained via the form fill on Sky's website. What's the turnaround time for complaints?

Re: Broadband early termination charges

caesarome — Mon, 03 Mar 2025 16:47:28 GMT

@Navigator2

This link explains what happens next:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

I would guess that to have avoided these charges you would have had to contact Sky to cancel via them but it isn't very clear now especially with the one touch switch service.

Re: Broadband early termination charges

Navigator2 — Mon, 03 Mar 2025 17:30:30 GMT

Thank you. Much appreciated!

Re: Broadband early termination charges

duckrabbit — Fri, 14 Mar 2025 19:12:08 GMT

I have the same. I have contacted them and said I'm leaveing because they put my broadband up so why are they chargeing £140 and despite multiple email calls they keep saying they are in the right. Utterly maddening!

Re: Broadband early termination charges

Daniel0210 — Fri, 14 Mar 2025 19:17:07 GMT

@duckrabbit wrote:

I have the same. I have contacted them and said I'm leaveing because they put my broadband up so why are they chargeing £140 and despite multiple email calls they keep saying they are in the right. Utterly maddening!

@duckrabbit

After receiving the email/letter about the price increases you can only leave broadband penalty free. It does not apply to a TV subscription. You won't be paying £140pm for broadband,

Re: Broadband early termination charges

duckrabbit — Sat, 15 Mar 2025 12:46:28 GMT

Once you've contacted them they should remove the fee but in my case they refuse to do so.

I have asked for a deadlocl letter. The contact is clear. If they increase charges you can leave without a termination fee. It's really shameful the way SKY are behaving.

Re: Broadband early termination charges

duckrabbit — Sat, 15 Mar 2025 12:49:05 GMT

They refuse to. Multiple emails and 30 minutes on the phone. It is crazy.

'Regarding your request to cancel your Sky Broadband and/or Talk service(s) without incurring early termination charges, I can provide some clarity on this matter. Early Termination Charges are typically applied when a customer cancels or ends their service within the minimum term stated in their contract. This minimum term can be 12 or 24 months, depending on the service.

However, there are circumstances under which these charges do not apply, such as:

- The minimum term has passed.

- The cancellation reason falls within our Acceptable Minimum Term Cancellation guidelines.

- You are still within your cooling-off period.

- You have been declared bankrupt.

If you believe your situation meets any of these criteria, please let us know, and we will be happy to review your case further.'

Re: Broadband early termination charges

SpaceSparkie — Mon, 17 Mar 2025 10:23:09 GMT

Hi @duckrabbit

Sorry to hear you're having these issues. I've shared the link below to help you get in touch with Sky and discuss this with them directly. I hope you're able to get everything sorted soon!

Contact Sky here

Thanks

Sarah

Community Moderator