topic Why stay with sky! in Account & Billing

Why stay with sky!

AnonymousQues — Wed, 05 Mar 2025 11:25:54 GMT

I've been a customer of sky for years. I need to renew and my experience was awful. My advice is don't get Sky and especially not Sky Glass.

Key issues with my experience:

Unjustified Price Increase: I am due to be out of contract shortly, my Entertainment package has a shocking and unjustified price hike of an 88% increase, and I have to lock in for 2 years.

No Deals for Existing Customers: Despite being a Gold VIP member, I was told there were no deals available for existing customer. Why does Sky continue to reward only new customers while ignoring those who have been loyal for years? That shiny new deal will expire and if you have Sky Glass expect a hike.

Sky's Pricing vs. New Customer Offers: With my broadband included, I would be paying £68 per month Basic TV with nothing (£47 without Sky Glass) plus £42 per month for broadband, totalling £89/PM—yet new customers can get the same for as little as £39 per month. Why should I pay over double simply for being a loyal customer?

Excessive Call Time & Poor Service: My call lasted an unacceptable 1 hour and 15 minutes, being passed between multiple agents and still no help.
Unprofessional Communication: The agent made passive-aggressive comments such as, "I'm not sure who would buy your Sky Glass TV anyway." when I suggesting seller my Glass TV. This is not aligned with the messaging I was told when I purchased Glass in 2022. Def don't buy Sky Glass as you can't get out of it.

No Incentive to Stay: With no deals, massive price increases of 88%, and poor customer service, what reason does an existing customer have to stay? Sky should focus on incentivising retention rather than forcing long-term customers into decisions where leaving is the only logical choice.

Who Would Lock In for Two Years?: Being a Gold VIP member should come with benefits. Sky expects customers to commit to a 24-month contract at an 88% price increase. Who would willingly lock into that? It is an unreasonable expectation and a key reason why customers like myself are leaving. It feel like unfair pricing just to remain with Sky as we are trapped.

Sky’s £224M Loss in 2023: Last year, Sky reported a £224 million loss, and situations like mine are contributing to this downturn. Rather than addressing customer dissatisfaction, Sky continues to push existing customers away. A simple solution would be to offer competitive deals to loyal customers, rather than making it impossible to stay.

so my question is. Why would anyone stay with Sky?

Re: Why stay with sky!

PandJ2020 — Wed, 05 Mar 2025 11:41:44 GMT

@AnonymousQues wrote:
Why would anyone stay with Sky?

If you don't see it as good value then don't.

Re: Why stay with sky!

peter-marlow+1966 — Wed, 05 Mar 2025 12:16:15 GMT

Do what I did last Friday ask to speak to the retention team gotmy sky glass tv package with whole home down from £120 a month to £77 a month rixedfor two years gigafast broadband 900mps for £43 a month for 2 years aswell I have the top line tv package

Re: Why stay with sky!

Daniel0210 — Wed, 05 Mar 2025 12:19:26 GMT

@peter-marlow+1966

Sky rarely do fixed deals (if at all). You'll still be subject of the annual price reviews which ultimately lead to an increase.

Re: Why stay with sky!

peter-marlow+1966 — Wed, 05 Mar 2025 12:42:33 GMT

Well they told me that it included the price increases , I have been with them 17 years and I am a diamond v I p member got the same deal as a new sky stream customer

Re: Why stay with sky!

peter-marlow+1966 — Wed, 05 Mar 2025 12:46:52 GMT

I said to them that new customers can get sky stream tv and broadband for £120 a month all in and with in 5 minutes I had it , sky ultimate, sky sports cinema kids , uhd and atmos ad skipping, Netflix premium whole home and gigafast full fibre broadband 900mps

Re: Why stay with sky!

peter-marlow+1966 — Wed, 05 Mar 2025 12:48:01 GMT

And the max wifi hub for no charge

Re: Why stay with sky!

TimmyBGood — Wed, 05 Mar 2025 12:59:33 GMT

@AnonymousQues

A 24 month minimum term period is becoming the standard across the ISP industry in the UK.

Re: Why stay with sky!

peter-marlow+1966 — Wed, 05 Mar 2025 12:51:51 GMT

I have a 55inch sky glass tv and a puck

Re: Why stay with sky!

peter-marlow+1966 — Wed, 05 Mar 2025 12:53:29 GMT

Followed martin Lewis's advice the money expert

Re: Why stay with sky!

AnonymousQues — Wed, 05 Mar 2025 13:01:02 GMT

They just kept telling me there are no deals so they have lost me

Re: Why stay with sky!

PandJ2020 — Wed, 05 Mar 2025 13:02:31 GMT

@peter-marlow+1966 wrote:
Well they told me that it included the price increases

I suspect that means it includes April 2025 increases. It will be subject to any future list price increases.

Re: Why stay with sky!

Daniel0210 — Wed, 05 Mar 2025 13:04:17 GMT

@AnonymousQues
For over 12 months now posts on here indicate that significant discounts are now harder to come by. If you leave you'll be in the same position in 12/18 months with your new provider and will be able to return to Sky benefiting from new customer offers.

Re: Why stay with sky!

Mark39 — Wed, 05 Mar 2025 13:31:05 GMT

@AnonymousQues wrote:

They just kept telling me there are no deals so they have lost me

Yep, just switch. No drama.

Re: Why stay with sky!

AnonymousQues — Wed, 05 Mar 2025 16:33:58 GMT

Thanks for your reply. It's my Sky experience package I have an issue with. Was £17 per month and now they want £33. I may have got a good deal before but something in between may be better.

Re: Why stay with sky!

AnonymousQues — Wed, 05 Mar 2025 16:35:10 GMT

Thanks for your reply. I have cancelled today but have Sky Glass.

It was awful today and they just didn't care if I left.

appreciate your reply 🙂

Re: Why stay with sky!

AnonymousQues — Wed, 05 Mar 2025 16:38:11 GMT

I need your negotiating skills. Honestly they couldn't have cared less. Big company losing money you would think you'd offer some sort of a deal from a retention perspective.

Would love to see their Retention strategy which seemingly is (for me) 'she's a sky glass customers so has to pay it'.

I always raved about Sky and have to say I loved Glass. I absolutely won't be recommending it anymore

Re: Why stay with sky!

AnonymousQues — Wed, 05 Mar 2025 17:49:07 GMT

Thanks for your reply. I haven't and have cancelled but wanted to warn others who may want to purchase Sky Glass 🙂

Re: Why stay with sky!

peter-marlow+1966 — Wed, 05 Mar 2025 17:54:45 GMT

All I did was phone sky after going on sky.com I didn't sign in look up what new customers could get, when I phoned and I did still have some discounts already on my account , before the recording could ask what I wanted, I said retention team, went through to a very nice and helpful man he got my account up for my tv package said you have been with us for 17 years , you are a diamond v I p member let me see what I can do, after a couple of minutes he came back with the same package as I already had and said with the increases included £77 a month on a 24 month contract sky gigafast broadband with WiFi max hub £43 a month again including April increase on again a 24 month contract, just said why can new get sky stream and broadband combined for £120 a month on a basic package with a puck, and he matched it for my sky glass tv package and whole home, I have had people tell me there are no discounts not ture

Re: Why stay with sky!

AnonymousQues — Wed, 05 Mar 2025 20:31:05 GMT

Thanks so much. It's good to know that some of their agents can be helpful. Do you know what your entertainment package currently is per month?