topic Re: My Sky account was cancelled on the 11th March in Sky Q

My Sky account was cancelled on the 11th March

tctopcat63 — Tue, 02 Jun 2026 15:37:29 GMT

I called and spoke to an agent on the 11th March to cancel my Sky subscripstion and said that I had taken the equipment out of service and requested the packaging so i could sent the equipment back. I was informed that this was being processed.

Since then I have had several texts, emails and letters stating that my account is in arrears but whenever i try to call, I am told my account is restricted which means i cannot talk to anyone. I have now sent the equipment back to the Unipart address, as after two months I was fed up waiting for the packaging although iIwas informed it was on its way, and I have the Post Office tracking detials to say the package was delivered on the 22nd May.

I have received a letter today dated 27th May to say that unless I pay within 10 days you will take debt collection and legal action.

I was out of contract, which i was informed about anyway, so I am therefore not under a cancellation period restriction.

I would like to either have call to talk to someone or an email or letter to state my account and the matter is closed. I am getting really fed up with the lack of response form yourselves and the annoying automated phone messaging system.

Re: My Sky account was cancelled on the 11th March

Daniel0210 — Tue, 02 Jun 2026 15:46:30 GMT

@tctopcat63
You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to assist other customers.

Did you receive an email from Sky acknowledging the cancellation? As you didn't receive the return packaging towards the end of your notice period I think your cancellation didnt go through. Unfortunately now your services are restricted Sky will NOT speak to you until you've paid what they believe you owe.

Re: My Sky account was cancelled on the 11th March

Me134 — Tue, 02 Jun 2026 18:32:46 GMT

@tctopcat63 wrote:
I called and spoke to an agent on the 11th March to cancel my Sky subscripstion and said that I had taken the equipment out of service and requested the packaging so i could sent the equipment back. I was informed that this was being processed.

Since then I have had several texts, emails and letters stating that my account is in arrears but whenever i try to call, I am told my account is restricted which means i cannot talk to anyone. I have now sent the equipment back to the Unipart address, as after two months I was fed up waiting for the packaging although iIwas informed it was on its way, and I have the Post Office tracking detials to say the package was delivered on the 22nd May.

I have received a letter today dated 27th May to say that unless I pay within 10 days you will take debt collection and legal action.

I was out of contract, which i was informed about anyway, so I am therefore not under a cancellation period restriction.

I would like to either have call to talk to someone or an email or letter to state my account and the matter is closed. I am getting really fed up with the lack of response form yourselves and the annoying automated phone messaging system.

Perhaps it's just the way your post reads but it sounds like you were out of minimum term, not out of your contract as you would still have to give 31 days notice (if out of minimum term) before it cancels down. Sky take money in advance for each month and if there's any credit at the end it will be processed and put back in to your bank. Did you perhaps cancel the direct details early before the final payment was taken?

Re: My Sky account was cancelled on the 11th March

oj01 — Tue, 02 Jun 2026 19:35:26 GMT

@tctopcat63

As @Me134 says, when you cancelled on March 11th that will have started your 31 day notice, during which another payment would have been due. If you didn't make that payment that will have started the restriction process you now find yourself in.

Re: My Sky account was cancelled on the 11th March

tctopcat63 — Mon, 08 Jun 2026 09:50:14 GMT

We had just paid a further month on 2nd March and fees are paid upfront. So in fact we had paid up until 1st April. We were also out of contract so did not have to give 30 days notice as confirmed by the lady on the phone when I first cancelled. After a long and frustrating battle emailing etc. We have now paid £21.90 to send copies of emails, responses and proofs of equipment return by post to two addresses and finally have received one response and they will call us today beteween 5 and 6pm. Hopefully we can get this resolved, but I am angry that Sky thinks it okay to restrict accounts in arrears so that you cannot even talk to them, ridiculous!

Re: My Sky account was cancelled on the 11th March

tctopcat63 — Mon, 08 Jun 2026 09:54:57 GMT

Thanks for your reply, but no we were definitely out of contract by some months as confirmed by lady we originally spoke to. We paid our DD on 2nd March and cancelled on 11th March so in effect they had 30 days notice regardless of whether we were in contract or not as the funds paid up until 1st April . Anyway as previously mentioned in another response after spending £21.90 to actually write to them to complain they are finally going to call us today between 5 and 6pm.

Re: My Sky account was cancelled on the 11th March

PandJ2020 — Mon, 08 Jun 2026 09:58:21 GMT

There's no such thing as 'out of contract' (Other than the poorly worded term used widely in the industry). As noted above, being 'in contract' is actually the 'minimum term'.

You are always bound by a contract. And that contract requires a notice period to cancel - for which you cannot do (without penalty) whilst subject to a minimum term.