topic Re: Existing customers in Sky Q

Existing customers

Peter2406 — Sat, 15 Mar 2025 12:42:10 GMT

So been with sky about 15 years and really interested in sky glass gen 2 but have been told i can't upgrade to it unless I buy it at cost but if I was a new customer would get it free what happened to loyalty.

Re: Existing customers

nigea99 — Sat, 15 Mar 2025 12:53:34 GMT

@Peter2406 wrote:
So been with sky about 15 years and really interested in sky glass gen 2 but have been told i can't upgrade to it unless I buy it at cost but if I was a new customer would get it free what happened to loyalty.

hi @Peter2406

I suspect you may be misunderstanding the offers.

SKY Glass TVs are not free to new customers (although I suspect new customers may get some form of discount)

The costs may be spread through many months which might make you think they are getting it free

Re: Existing customers

daveNOS — Sat, 15 Mar 2025 13:06:40 GMT

@Peter2406 Sky Glass TV's are absolutley not free, they start at £14 a month for the 43" (48 monthcontract, double if you want 24 month contract) and go up to £24 a month for the 65"(48 month contract, double if you want a 24 month contract) all have an added upfront cost of £20 aswell.

Re: Existing customers

Peter2406 — Sat, 15 Mar 2025 13:14:32 GMT

I did not mean literally free but as a new customer you do not have to pay upfront price for tv but you do if u want to upgrade its not right.

Re: Existing customers

daveNOS — Sat, 15 Mar 2025 14:01:28 GMT

@Peter2406 Did Sky say why you would have to pay in full in advance instead of being able to pay for it monthly?

Re: Existing customers

Peter2406 — Sat, 15 Mar 2025 14:45:11 GMT

Yes that's what annoyed me or cancell my sky and re apply as new customer but why should I have to do that it not a fare system no deals for longtime customers 🤔

Re: Existing customers

daveNOS — Sat, 15 Mar 2025 15:04:45 GMT

@Peter2406 wrote:
Yes that's what annoyed me or cancell my sky and re apply as new customer but why should I have to do that it not a fare system no deals for longtime customers 🤔

@Peter2406 So what did they say? Because the only reason i can think of is that the credit check was failed.

You can't cancel and then apply as a new customer because you wouldn't be, you would be classed as a returning customer by Sky unless you left for at least 24 month.

Re: Existing customers

Peter2406 — Sat, 15 Mar 2025 15:17:26 GMT

That's what the gentleman told me credit rating is fine I was told i could not get the gen 2 unless i pay full price for TV there is no monthly payment upgrade for existing customers.

Re: Existing customers

daveNOS — Sat, 15 Mar 2025 15:35:42 GMT

@Peter2406 In my opinion the agent you spoke to was talking absolute nonsense, i'll ask in the closed part of the forum if there is any reason why existing customers are being told they have to pay in full upfront.

Re: Existing customers

lettice — Sat, 15 Mar 2025 15:45:19 GMT

@Peter2406 wrote:

That's what the gentleman told me credit rating is fine I was told i could not get the gen 2 unless i pay full price for TV there is no monthly payment upgrade for existing customers.

Not heard that is the case.

Would suggest you call again, just sounds like the agent you spoke to was getting it wrong or seeing something incorrect.

When calling at the voice prompt, might help saying Upgrade to Sky Glass.

Re: Existing customers

TimmyBGood — Sat, 15 Mar 2025 16:47:00 GMT

@Peter2406 wrote:

I was told i could not get the gen 2 unless i pay full price for TV there is no monthly payment upgrade for existing customers.

That's not correct, but note that it's a purchase rather than an 'upgrade' and so using that terminology may cause confusion.

Re: Existing customers

Peter2406 — Sat, 15 Mar 2025 16:56:51 GMT

There's no confusion upgrade or buy makes no difference they still do not want to help existing customers gave me the first glass tv paying it up with bill monthly when I upgraded from sky Q .I could not afford the total amount for TV outright very disappointed in sky.

Re: Existing customers

nigea99 — Sat, 15 Mar 2025 17:08:24 GMT

@Peter2406 wrote:

There's no confusion upgrade or buy makes no difference they still do not want to help existing customers gave me the first glass tv paying it up with bill monthly when I upgraded from sky Q .I could not afford the total amount for TV outright very disappointed in sky.

@Peter2406

Have you completly paid for the Gen 1 Glass TV ? - if not then this may be the reason

Re: Existing customers

Peter2406 — Sat, 15 Mar 2025 17:29:35 GMT

Yes my contract is finished we did not talk about my contract did not get that far in the conversation I'm going to phone again 2mro and complain.

Re: Existing customers

TimmyBGood — Sat, 15 Mar 2025 20:07:17 GMT

@Peter2406 wrote:

There's no confusion upgrade or buy makes no difference

The language is significant because when Glass was launched there was supposed to be a 'swap' option from model to model as Sky Mobile does with phone hardware and that never happened. Anyone asking for an upgrade from Gen 1 to Gen 2 is going to be told there isn't any such thing (particularly, I suspect, if an overseas contact centre is involved)