topic Re: Broadband renewal offer in Account & Billing

Broadband renewal offer

galbs — Thu, 22 Aug 2024 13:53:26 GMT

Hello community!

I just received an email from sky offering me to renew my Broadband contract early for another 24 monhts to secure a discounted price.
When I click on the link in the email I land on the "upgrade" page that after a check of a few seconds tells me that I already have the best they can offer. Of course I'm not after any upgrade, but I would be happy to accept their offer and renew for 24 month with the offered discount.

Any idea how can I accept the renewal offer?

Thanks.

Re: Broadband renewal offer

caesarome — Thu, 22 Aug 2024 15:02:50 GMT

Does the email actually want you to click through to the Sky website as I believe some that are sent out say that if you don't do anything then the it will renew automatically for you.

Re: Broadband renewal offer

galbs — Thu, 22 Aug 2024 15:36:03 GMT

Thank you @caesarome !
Here are some screenshot from the email. It says the offer expires on 29th August...
Now I'm paying £38/month (with a discount that will end in Jan 2025), so renewing now for £34 looks good to me. The last screenshot shows where I land when I click on the link. No offer appears anywhere if I browse in my account etc... mystery...

Re: Broadband renewal offer

caesarome — Thu, 22 Aug 2024 15:46:04 GMT

It might be worth calling Sky to see if they can apply this for you.

Re: Broadband renewal offer

galbs — Fri, 23 Aug 2024 08:04:44 GMT

I just spoke with Sky customer service, they say they never send such email!!!
I understand it may be a problem on their end on the marketing side but telling a customer for the last 16 years that I'm making things up it's just simply poor customer service.

Re: Broadband renewal offer

caesarome — Fri, 23 Aug 2024 09:05:35 GMT

@galbs

It might be worth registering a complaint via this form:

https://www.sky.com/help/complaints

Re: Broadband renewal offer

galbs — Fri, 23 Aug 2024 15:11:00 GMT

Thank you @caesarome !

I spoke with 2 different customer support advisors. The first one was insanely rude and told me into my face that I was lying. 🙂 the second one was much kinder but nothing he could do, same answer.

I opened a complaint and got the same answer by email, saying it is impossible that I received such email. Pity there is no way to forward it to them for them to confirm in writing that is some sort of a scam.
The email comes from

sky( at )email.contact.sky

and while I know the sender address can be faked, I regularly receive emails from the same address with new, information, reminders, rewards and they are all mentioning my first name and their content always point to the sky website not some sort of scam link. Many of those emails are just information about new features and don't even have links or ask you to take any action.

If these are all a very sophiticated SCAM (they know I'm paying today £38/month and they are offering £34/month if I renew for 24 months) then Sky should ask me to send the email so they can have a look and confirm that is a scam and take action.

I get these email since November 2023. telling me about my Sky VIP rewards and reminding me to claim them in the Sky app, and the rewards are there... this simply cannot be a scam email.

I cannot understand the stubborness of their reply. I understand big corporation internal processes but it is so frustrating. I'm glad to be able to moan about this, it means I'm lucky I don't have anything more serious to worry about! 🙂