topic Re: free trial cancellation in Account & Billing

free trial cancellation

FKNSKY — Sat, 14 Dec 2024 12:46:02 GMT

Free trial caancellation within 31 days but still being charged.

I took up an offer for 1 month free trial of Sky Sports and Sky Sports HD subscription. I cancelled 0n 03/12/24, gave 31 days notification but they are still billing for the subscription on my lastest and next 3 month bills. I've had email confirming cancellation, used chat to cancel sub, messaged to cancel sub, spoke to agents to cancel sub and they say its a technical error on their side. I've been told for probably the fifth time to wait another 5 days. What can i do to get Sky Sports and Sky Sports HD subscription removed for my bill as offer on my account ended 08/12/2024

Re: free trial cancellation

PandJ2020 — Sat, 14 Dec 2024 13:08:55 GMT

Bills are generated 14 days before payment date - this will include any active subscriptions (even if in notice period) billed as normal including the month in advance.

Once the cessation has passed the following bill will generate a credit back to the point of cessation.

The billing may well be correct.

Re: free trial cancellation

FKNSKY — Sat, 14 Dec 2024 13:20:09 GMT

Hi.Thanks for your reply, but I should've mentioned, the second time I rang to enquire about the cancellation, the agent said originally they made a mistake and requested a cancellation date of 08/12/2025 instead of 08/12/2024. I get excuses when I ring and am told to wait either 24 hours, 48 hours, and now 5 days. Is there anything I can do to get it fixed? I’ve been with Sky 25 years+ as a Diamond Member VIP? they tell me, " I am a valued customer." Whatever that means, I don't really want to cancel everything or cancel direct debit.

Regards

Re: free trial cancellation

PandJ2020 — Sat, 14 Dec 2024 13:22:08 GMT

You cannot withhold payment.

We can escalate to forum sky team here but it's not a real-time chat. They may be able to help.

Re: free trial cancellation

FKNSKY — Sat, 14 Dec 2024 13:25:51 GMT

Hi. " We can escalate to forum sky team here" If you could please as i get told different things, different reasons when i enquirer and its get a bit frustrating.

Regards

Re: free trial cancellation

caesarome — Sat, 14 Dec 2024 13:26:59 GMT

@FKNSKY

What date did the trial start and what did the terms and conditions say about cancelling ?

@PandJ2020

They can't help with cancellations.

Re: free trial cancellation

FKNSKY — Sat, 14 Dec 2024 13:40:29 GMT

Hi. I think it’s started on 1st November, was originally a 2-month free trial. I cancelled around 07th or 08th December, cancelled within the 30-day period. The only issue with the cancellation was the fact that the first agent requested December 2025 instead of 2024; she entered the wrong date. They said ' due to a technical error, cancellation would now take effect on the next working day or 48 hours.’ Since then, it’s just been different excuses. I had an email confirming the cancellation; my account states Sky Sports ends on 08/12/2024. The last time I spoke to the agent, Sky Sports was showing on my account billing until 2025 and to wait 5 days as it 'should' be rectified before then, it hasnt.

Regards

Re: free trial cancellation

FKNSKY — Sat, 14 Dec 2024 13:41:31 GMT

Hi. I think it’s started on 1st November, was originally a 2-month free trial. I cancelled around 07th or 08th December, cancelled within the 30-day period. The only issue with the cancellation was the fact that the first agent requested December 2025 instead of 2024; she entered the wrong date. They said ' due to a technical error, cancellation would now take effect on the next working day or 48 hours.’ Since then, it’s just been different excuses. I had an email confirming the cancellation; my account states Sky Sports ends on 08/12/2024. The last time I spoke to the agent, Sky Sports was showing on my account billing until December 2025 and to wait 5 days as it 'should' be rectified before then, it hasnt.

Regards

Re: free trial cancellation

caesarome — Sat, 14 Dec 2024 13:42:56 GMT

@FKNSKY

Did y try me terms and conditions say that you had to give the usual 31 days notice or that you could cancel anytime within the two months as usually it is the former meaning you would have needed to give the cancellation request to Sky on 1st December.

Re: free trial cancellation

FKNSKY — Sat, 14 Dec 2024 13:55:45 GMT

Hi. Was 2 months free trial discount offer. 31 days notice. Like i say, no issues paying any additional fees pro rata, its just the fact i've had confirmation of cancellation, account says it was cancelled and after 08/12/24 i'm not subcribed but they say and my billing states i'm sucbribed until Decemeber 2025. Need to know what to do next as i will ring ahgain net week as according to the last agent i spoke to, it should've been corrected by now.

Re: free trial cancellation

caesarome — Sat, 14 Dec 2024 14:00:38 GMT

If you have your 31 days notice n the 7/8th December then it should be the 7/8th January that it is cancelled.

Re: free trial cancellation

FKNSKY — Sat, 14 Dec 2024 14:08:52 GMT

Hi. My account says it isn't, ( future bills until March 2025 ) and last agent i spoke to says it's showing until December 2025. They input the wrong date on cancellation request and then a technical issues for the reasons its not cancelled. I've mentioned earlier, chat, message or phone calls i am given different reasons for why its still showing as subscribed on their system billing until Deecember 2025.

Re: free trial cancellation

caesarome — Sat, 14 Dec 2024 16:08:15 GMT

Personally I would see what happens in January when it should cancel and if it doesn't then you can register a complaint as per this:

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

Re: free trial cancellation

FKNSKY — Sat, 14 Dec 2024 16:30:14 GMT

Hi. I could do, but so far I’ve been told mistruths, something different by every agent I’ve been in contact with. I was told to ring back on Tuesday if it hasn't been corrected, since it hasn’t, I will ring back and escalate, and make a complaint. Like I’ve said, no complaint if I’m required to pay any extra pro rata. My issue is, I cancelled a 2-month free trial, given notice, received email confirmation of cancellation, my account reflects cancellation, but their billing states I am contracted to December 2025 because they inputted the wrong date or a 'technical glitch' as they stated.

Re: free trial cancellation

caesarome — Sat, 14 Dec 2024 16:37:44 GMT

@FKNSKY wrote:

Hi. I could do, but so far I’ve been told mistruths, something different by every agent

And that is the very reason why I would leave it until January as it should be someone from the complaints team that looks into this for you.

Re: free trial cancellation

FKNSKY — Mon, 16 Dec 2024 20:08:57 GMT

Hi. Messaged and spoke to sky agent again this morning. Once again I was told previous agents had made an error in cancelling my skyports & hd packages, they inputted the wrong year and made a 'technical' error on my account. A refund and fix will be applied by the end of the working day guaranteed . Just got home from work and now its finally sorted 😊. Thank y'all for advice given.

Re: free trial cancellation

john768651 — Sat, 11 Oct 2025 13:29:49 GMT

Sky used to be such a reliable company, but I have also been given this free trial, and everywhere you try you can't get rid of it. The email link doesn't work, I have called up but the bills remaind the same, I have tried again today and they said that I will get a confirmation email and the bills will be adjusted and still nothing. This on top of giving me the run around with broadband when I moved home. Turned into a shambles.

They said I should get a text where I can cancel it but not holding my breath with that either.

Re: free trial cancellation

caesarome — Sat, 11 Oct 2025 15:22:50 GMT

With a trial if it is for any TV package then unless the terms and conditions say different you have to give 31 days to cancel it. When you do this if you next bill is due to be paid in the next 14 days or less then no changes will appear on that but shiuld do on the following months bill back dated to when you spoke to Sky.

Re: free trial cancellation

john768651 — Sat, 11 Oct 2025 18:47:32 GMT

Runs out on 12/11 hence the urgency to cancel. Think they have finally done it.

Re: free trial cancellation

HaughtonG76- — Tue, 14 Oct 2025 10:14:54 GMT

Hi I am to trying to cancel the free trial but the link to manage the subscription ode not allow me to cancel it. I never wanted the subscription in the first place and know I am going to be charged regardless of me trying to cancel on more than one occasion. It doesnt help either that it is so difficult to speak to a human these days.