topic Re: Misled by a Sky rep. in Broadband

Problems with my recontract

jimox — Fri, 18 Apr 2025 09:53:44 GMT

Rang Sky on 18th March 2025 about my charges and we settled on £130.99 a month which included £32.00 for Broadband .I was told I'd be sent an email with a link to see my "Key Facts", this link didn't work - just said there was something wrong, try later.That never worked at all, but I did get an email about the cost for the next 24 months for Sky Signature - £26.50 but with a "discount of -£5.50 from the 16th April 2025 for 24 months.

Broadband was £31.00 for the next 11 months.

Today I noticed on my direct debits that Sky have taken £134.86 (£3.87 more than I was told).This included Broadband at £35.87 and Sky Signature at £30 - both higher than the cost stated in the email.

Rang again today, got passed around for 50 mins, repeatedly having to tell each one what my call was about and each one saying "well that's what's on the screen- £134.86".

One rep asked me for the original reps name that said it would be £130.99 - no way can I remember that!

Finally the last rep said he had spoken to the guy who gave me the original price and that he would "sort out everything " and said goodbye etc.

Should I believe him or am I being fobbed off?

By the way I'm 73 years old and nearly deaf and struggle with accents and in my first call today asked the first rep if I could speak to a UK agent explaining why, she said no, I also asked to speak to her supervisor as I was getting nowhere with the bill enquiry and she said no to that also, so I ended the conversation, rang Sky again and the next rep said if I hang up and call back straight away I would get a rep in the UK - I didn't - but the rep I did get said the same thing so I rang again- still no UK rep.Were they having me on??

Moderator note: title changed

Re: Misled by a Sky rep.

TimmyBGood — Thu, 17 Apr 2025 17:02:05 GMT

@jimox wrote:

the next rep said if I hang up and call back straight away I would get a rep in the UK - I didn't - but the rep I did get said the same thing so I rang again- still no UK rep.Were they having me on??

I don't think they should have told you that: it's not how call routing generally works.

Re: Misled by a Sky rep.

Daniel0210 — Thu, 17 Apr 2025 17:03:30 GMT

@jimox

Calls go to the next available agent wherever they may be based. There's no guarantee of a call going to a UK based call centre.

Could the increase you're seeing be as a result of the annual price increase which is every April in the UK?

Re: Misled by a Sky rep.

JimM1 — Thu, 17 Apr 2025 17:06:44 GMT

@jimox Best for you to just login to your account and take a look at what is on your billing, now/future are displayed, you will be able to download the current if you need so. Luck off the draw calling to who/what you get as an agent.

Re: Misled by a Sky rep.

KevNewMedia — Fri, 18 Apr 2025 07:56:40 GMT

Hi @jimox

Welcome to the Sky Community 🙂

I'm sorry to learn of your experience and trust your issues are now in hand. As you've mentioned, having a hearing impairment, are you aware that you can register for our accessibility service? If you go to this link, you can find out how we can help you, going forward.

Re: Misled by a Sky rep.

jimox — Fri, 18 Apr 2025 22:49:34 GMT

This call was a result of the price after being told of the increases.

Re: Misled by a Sky rep.

jimox — Fri, 18 Apr 2025 22:56:42 GMT

Did that before i rang them so I would have the costs to hand. The future ones are the same as my latest bill and dearer than the price I was informed of in March.

Both Broadband and Sky Signature costs for future bills are also dearer than the prices qouted in the "Key Facts" email.

Seems to me they can tell you anything then just change your bill to suit them.