topic Re: Misquoted on the phone in Account & Billing

Misquoted on the phone

flammableman — Mon, 02 Sep 2024 09:43:00 GMT

Hello all, I just called to try and get a better deal on my Sky package as it has now expired and has gone up to £66 and will go up again next month.

The call operator firstly told me there was not a new contract, and secondly misquoted me, telling me that I could retain my tv package for £15.50pm. She read me the t&cs and I agreed.

Afterwards the speil she then apologised and explained that she did not realise there was still and offer applied and and that it would be closer to £24.

I then explained that I was dissapointed to be signed up to something I did not agree to. She dodged the question and ultimately ended engaging in conversation. While I believe it was a genuine mistake... Is there anything I can do?

Thanks,

Ben,

Re: Misquoted on the phone

PandJ2020 — Mon, 02 Sep 2024 10:01:59 GMT

@flammableman wrote:
Is there anything I can do?

All calls are recorded. If a deal was quoted and accepted then try the complaint route:

https://www.sky.com/help/articles/how-to-make-a-complaint

But a £66+ package for £24? (That level of discount is anecdotally far higher than most)

Re: Misquoted on the phone

flammableman — Mon, 02 Sep 2024 10:03:37 GMT

Thanks, no that's just for Sky Signature. I pay £35 for basic broadband on top of that and they say they don't provide fibre to my address (The previous tennant had Virgin).

Re: Misquoted on the phone

flammableman — Mon, 02 Sep 2024 10:06:01 GMT

It may be a case of cancelling my broadband and accepting the tv package unless somebody can get me closer to the offers provided to new customers.

Re: Misquoted on the phone

flammableman — Mon, 02 Sep 2024 11:26:06 GMT

I called up complaints who handed me over to some tech department, they were able to get me the Superfast broadband and Signature package for £52.50. Still more than if I was to do them both individually and it will go up in April probable, but it saves a hassle and not too bad of a deal.