topic Re: Unhappy Customer 🥺 in Account & Billing

Unhappy Customer 🥺

Taz82 — Wed, 09 Jul 2025 18:39:40 GMT

I had a conversation back in May with an advisor who offered me a new price on my account

The package stayed the same with no changes

I was under the impression that we agreed the deal would be held until the end of June and I was to call back just before the end of June as they may be able to get it even cheaper...

Well fast forward to near to the end of June when I called back a few times to speak to the same advisor...

1st advisor said I couldn't have that deal and my price was going up an extra £30 per month

2nd advisor said I'd be paying £6 more

3rd advisor said the cost would be the same

4th advisor said that the advisor in May would contact me to get that deal in place

And today after raising a complaint, I've been told that no deals are available to me and won't be available to me as they have now "deadlocked" my account???

I've been with Sky for 10 years. Have my phones with them and my broadband

I'm very upset with the outcome to say the least as I've been trying to resolve an issue I've had since May 🥺

They've changed my TNT sports package, my discovery package and taken offers off 🥺

Can someone help me?

Re: Unhappy Customer 🥺

caesarome — Thu, 10 Jul 2025 08:52:33 GMT

@Taz82

Usually offers have to be decided on when they are offered because as you have discovered should you call back on a later date the same offer is not available. if you were told differently then feel free to put in a complaint giving the date and time that you were told this so if needs be someone can listen to what was said to you:

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

Re: Unhappy Customer 🥺

PandJ2020 — Thu, 10 Jul 2025 09:14:31 GMT

@Taz82 wrote:
And today after raising a complaint, I've been told that no deals are available to me and won't be available to me as they have now "deadlocked" my account???

I suspect that means the complaint has gone to deadlock - quite a normal process following a complaint. (You have the option for external dispute resolution now)

As above, I'm not aware that deals can be 'held' nor can be guaranteed to be better in the future. If you are made an offer it has to be accepted there and then - it cannot be guaranteed. Indeed, they are under no obligations to offer a discount at all - although they may lose custom because of it.

Re: Unhappy Customer 🥺

Taz82 — Thu, 10 Jul 2025 09:21:18 GMT

They don't seem bothered at all about losing me as a customer!

Not sure where to go from here as I should have taken the deal on the phone when I was offered it

The advisor yesterday basically told me that they would not be putting any more effort into resolving this issue and that I need to stop calling Sky to ask for a deal! 😕

Re: Unhappy Customer 🥺

Anonymous — Thu, 10 Jul 2025 09:26:17 GMT

@Taz82 You can go to CISAS and ask them to adjudicate on the matter.

Re: Unhappy Customer 🥺

Taz82 — Thu, 10 Jul 2025 09:28:45 GMT

The advisor listened to the call and apparently I wasn't told the deal would be held so I'm onto a losing battle there I feel!

Re: Unhappy Customer 🥺

caesarome — Thu, 10 Jul 2025 09:30:09 GMT

It looks you were wrong then because as I said earlier Sky doesn't usually keep offers on hold as they have to be taken at the time they were offered.

Re: Unhappy Customer 🥺

Mark39 — Thu, 10 Jul 2025 09:41:25 GMT

@Taz82 wrote:

They don't seem bothered at all about losing me as a customer!

Not sure where to go from here as I should have taken the deal on the phone when I was offered it

From what you've said, your options are either to cancel or pay the list price for your services. You might find, once you've given notice to cancel, that Sky will offer you another deal regardless of what the adviser told you yesterday.

Re: Unhappy Customer 🥺

vixgee — Thu, 10 Jul 2025 13:37:04 GMT

Why not get a deal with Now TV instead? Basically the same as Sky except no recording facility.