topic Re: Impossible to get through on the phone in Account & Billing

Impossible to get through on the phone

Ourtrace — Mon, 24 Feb 2025 13:35:52 GMT

I'm receiving bills from Sky for cancelled subscription but I can't get through on the telephone.

We cancelled our Sky subscription in 2023 when we moved to BT (Now EE).

At the time BT told us all subscription on Sky would be cancelled by them. However, we still receive a bill for £15.00 per month, which we questioned at the time and were told we had a subscrition to a channel (BT Sport) which didn't expire until Jan 2024 and therefore couldn't be cancelled.

We are still being charged for it and I can't get through to anyone on the phone because as soon as I call I'm asked to set up a payment method. I've tried emailing, but it asks me to log in, I tried the online chat but it's bloody useless.

I need to speak to someone to get this cancelled (DON'T GIVE ME A CUSTOMER SERVICE NUMBER BECAUSE IT GOES TO THE SET UP PAYMENT MESSAGE!).

This is my last attempt at contacting Sky.

Re: Impossible to get through on the phone

Mark39 — Mon, 24 Feb 2025 13:39:47 GMT

Sky's social media presence may be your best bet. Note BT can only cancel broadband/landline subscriptions, not TV.

Re: Impossible to get through on the phone

caesarome — Mon, 24 Feb 2025 13:40:42 GMT

@Ourtrace

When you call Sky and are asked anything by the bot then say nothing and remain on the line.

Re: Impossible to get through on the phone

PandJ2020 — Mon, 24 Feb 2025 13:41:22 GMT

Your issue is with BT. They cannot cancel Sky TV subscriptions.

It seems the subscription hasn't been cancelled and you owe the money. This is why the automated line only directs to payment.

You need to pay the outstanding balance to talk to someone to cancel. You cannot cancel whilst in debt.

Re: Impossible to get through on the phone

Ourtrace — Mon, 24 Feb 2025 13:43:27 GMT

Why is the bill from Sky?

Re: Impossible to get through on the phone

PandJ2020 — Mon, 24 Feb 2025 13:45:24 GMT

@Ourtrace wrote:
Why is the bill from Sky?

Because that is who your BT sports contract is with.

If you never contacted Sky to cancel it then it's not cancelled. (Even if you have a separate BT sport contract with BT)

Re: Impossible to get through on the phone

Anonymous — Mon, 24 Feb 2025 13:46:13 GMT

Yeah I do appreciate the confusion here because it's BT via Sky, and you're with BT who you thought would cancel the Sky plan. But in this instance Sky is the shopfront for BT Sport (now TNT Sport) and it wasn't cancelled because of a contract term, and you've not been paying them (I gather, sorry if incorrect) and now you're in debt to them. Once you make good on your side of the contract you signed with them, I'm sure they'd be happy to terminate it now that the contract term is finished.