topic Re: New Broadband contract issues in Broadband

New Broadband contract issues

MICK1271 — Tue, 18 Nov 2025 23:23:00 GMT

My contract was up in July , so I tried to get a new deal .I was offered a deal for £23 for 24 Months , so decided to stay with Sky. Then the saga began .

At first they couldn't set it up ,as I had a pending upgrade .I hadn't asked for an upgrade , but one was pending . It was put through to another dept to cancel the upgrade (estimated 10 days, probably to press a button ). I gave them 3 weeks , and gave them a call .Same answer, pending upgrade !! .A case was opened , and was told 10 days to cancel upgrade .

Roll on 29th September , still a pending upgrade , but managed to get it removed .Yaaay !! .Agreed the deal, and got the confirmation email for £23 .All good ......Today rolls by , and while checking my Bank account ,I noticed That my payments had went up ? I checked my account , and found I was paying £43 a month . Confused , I checked my emails , and found the confirmation email for £23 for 24 months , I also found another email ,received 10 minutes later for a deal at £43 for 24 months . I must have opened it , and seeing it was the same email (duplicate email), I didn't scroll down , where I would have seen the new deal .

Has anybody else had a 24 month deal changed after 10 minutes ? I feel like I have been ripped off for the higher amount for months, due to Sky dragging out the renewal process , then altering my deal without agreement .

Re: New Broadband contract issues

MICK1271 — Tue, 18 Nov 2025 23:27:58 GMT

Just realised, That I have just ranted and not asked any questions . Has this happened to anyone one else, and whats the easiest /quickest way to get it sorted . I have sent an email, but I don't have much confidence going through their customer services chat service .

Re: New Broadband contract issues

Chrisee — Wed, 19 Nov 2025 07:07:22 GMT

@MICK1271 never use email when talking to Sky as they do not use that channel routinely. If you have not already donecso register a formal complaint as that starts the clock after 8 weeks or if they reject your claim you can then go to an independent arbitor. See How to make a Sky complaint | Sky Help | Sky.com

These type of complaints which are caused by system snarl-ups do come up quite regularly and having been posting on this forum for years I know that they can be very difficult for Sky to sort and often need manual intervention by a back office team and even then can take an age to sort. That is not an excuse of course just what experience has taught.

Re: New Broadband contract issues

MICK1271 — Wed, 19 Nov 2025 07:47:34 GMT

Thanks for the reply . I emailed through the link you posted , so hopefully it will get sorted soon , but from your reply , it will probably drag on for a while .