topic Re: Downgrade delay! in Account & Billing

Incorrect billing amount

Alison+Woolfrey — Wed, 05 Mar 2025 20:29:40 GMT

I downgraded my package on 19th Feb, a day after in contract ended, which should have given me a credit back for the remainder of February IF Sky had processed that request properly, which they didn't! I queried again after receiving bill for £166 for March. I requested a downgrade again and this time processed correctly. I told the adviser that I was cancelling my Direct Debit as I didn't trust them to give me a credit back.. My actual bill should be £30.. Are Sky able to reissue revised bill ? Or if I pay, will they credit back or offset against future bills?

Downgrade delay!

Alison+Woolfrey — Sat, 22 Feb 2025 07:28:27 GMT

I requested to downgrade my package on 19th Feb, a day outside of contract. 4 days later this has still not changed, why? Is this so you don't have to refund the remainder of the month I have already paid for ? Had I added to my package, this would have been actioned immediately ..

Re: Downgrade delay!

Daniel0210 — Sat, 22 Feb 2025 07:30:24 GMT

@Alison+Woolfrey

Any cancellation of parts of a package comes with a 31 day notice period.

Re: Downgrade delay!

PandJ2020 — Sat, 22 Feb 2025 08:41:16 GMT

You need to remove the items on 18th on January to avoid paying pro-rata at full list price.

You are correct that added items are pro-rata charged when you activate them but as per the terms of the contract you agreed there is a 31 day notice period to remove items.

You can continue to enjoy those items during the notice period.

Re: Incorrect billing amount

caesarome — Wed, 05 Mar 2025 20:33:02 GMT

@Alison+Woolfrey

They will not do anything if you have cancelled your direct debit as no matter what has happened here you really should do this as it will lead to further issues. Once you restored it you could put in a complaint giving the date and time your first spoke to them after changing your package so they can listen to what was said to you:

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

Re: Downgrade delay!

Alison+Woolfrey — Wed, 05 Mar 2025 20:40:32 GMT

I did in fact contact them on 13th Jan too, to give 31 days notice, BUT the guy said my channels would end that day and I'd have to pay an in contract fee.. he said the 31 days is required for full cancellation and I was to request the downgrade once contract ended.. which I did or tried to at least.. I have copies of the transcripts just in case of issue.. in my experience with Sky over the last 6 weeks I realise their customer service is absolutely shocking! If they don't understand your request, they put the phone down..

Re: Incorrect billing amount

Alison+Woolfrey — Wed, 05 Mar 2025 20:45:08 GMT

Oh I did complain and received a call from the Sky values team who didn't have a clue what I was talking about, They then put me through to someone else and I began the story again, they put the phone down on me !!

Re: Incorrect billing amount

Mark39 — Wed, 05 Mar 2025 20:52:00 GMT

Sky will refund any overpayment from the date of the downgrade.by way of a credit to your Sky account. Cancelling your direct debit is unwise (and a breach of contract).