topic New order placed - incorrect advice given? in Account & Billing

New order placed - incorrect advice given?

Sallyric — Thu, 29 May 2025 15:19:01 GMT

I have been out of contract since October 2024, just paying each month the bill as stated.

I had the sky ultimate package, sky cinema and broadband.

I decided yesterday to call up to lock in to a new contract with the Sky glass TV at the time of the call I mentioned I no longer wanted sky cinema, just wanted the sky essential TV package and was happy to have adverts (so do not want to pay the £6 fee to skip adverts.) The advisor told me how much my bill would be monthly with all of these service changes. But told me she could not remove/change these services until my sky glass TV is delivered (2nd June.) and that I must call up once the TV is delivered to change these things. I agreed and a new email was sent through with what 'I ordered' with the above things that I wanted removing, listed.

The more I think about this I believe I have been given the incorrect information. As I cannot understand why these services could not be removed at the time of initially placing this order? I'm not sure where to go from here as feeling a little disgruntled that I will again have to phone to remove the additional services that I didn't want in the first place. I would understand if I was still in a previous contract with these additional services, but as I mentioned before my previous contract has expired and I've been in a rolling contract since.

Can anyone comment on their experience if they believe I have been given the incorrect information or if it does sound correct what I have been told?

Re: New order placed - incorrect advice given?

MarkGoldsmith — Thu, 29 May 2025 17:32:43 GMT

@Sallyric wrote:
I have been out of contract since October 2024, just paying each month the bill as stated.

I had the sky ultimate package, sky cinema and broadband.

I decided yesterday to call up to lock in to a new contract with the Sky glass TV at the time of the call I mentioned I no longer wanted sky cinema, just wanted the sky essential TV package and was happy to have adverts (so do not want to pay the £6 fee to skip adverts.) The advisor told me how much my bill would be monthly with all of these service changes. But told me she could not remove/change these services until my sky glass TV is delivered (2nd June.) and that I must call up once the TV is delivered to change these things. I agreed and a new email was sent through with what 'I ordered' with the above things that I wanted removing, listed.

The more I think about this I believe I have been given the incorrect information. As I cannot understand why these services could not be removed at the time of initially placing this order? I'm not sure where to go from here as feeling a little disgruntled that I will again have to phone to remove the additional services that I didn't want in the first place. I would understand if I was still in a previous contract with these additional services, but as I mentioned before my previous contract has expired and I've been in a rolling contract since.

Can anyone comment on their experience if they believe I have been given the incorrect information or if it does sound correct what I have been told?

Hi @Sallyric what Sky TV service do you currently have ( Sky Glass, Sky Q or Sky Stream)? I think the answer to this would help determine whether the informaton that the advisor told you was correct or not.

Re: New order placed - incorrect advice given?

Sallyric — Thu, 29 May 2025 18:06:13 GMT

Sky Q currently

Re: New order placed - incorrect advice given?

PandJ2020 — Thu, 29 May 2025 18:14:15 GMT

You have to give 31 days notice to remove those items. So, if they are prepared to remove them from 2nd June I think you're quids in?

Re: New order placed - incorrect advice given?

MarkGoldsmith — Thu, 29 May 2025 18:18:56 GMT

@PandJ2020 wrote:
You have to give 31 days notice to remove those items. So, if they are prepared to remove them from 2nd June I think you're quids in?

It certainly should be to your advantage as to have sky glass they have to cancel Sky q so actually performing this switch will remove that 31 day notice period as Sky q would get cancelled when your sky glass activates.