topic Re: Told I can’t cancel? in Account & Billing

Told I can’t cancel?

NatAW — Thu, 21 Nov 2024 12:41:52 GMT

Hello

I have been messaging your team all morning trying to get an idea of how much it will cost if I cancel my whole package.

I believe the contract ends in March 25'.

I have been told that the text team can't help with customers using. The Stream service and also that I am not allowed to cancel?

Is anyone able to shed some light on this? I have already stated that I am willing to comply with early termination costs but to be told I can't cancel the service is a shock to me.

Re: Told I can’t cancel?

Daniel0210 — Thu, 21 Nov 2024 12:50:07 GMT

@NatAW

With Sky Q the latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. Not sure if the same applies to Stream.

Re: Told I can’t cancel?

caesarome — Thu, 21 Nov 2024 13:03:56 GMT

@NatAW wrote:

I believe the contract ends in March 25'

If you are in contract until next year then Sky are within their rights to not allow you to cancel which might be what is happening here.

Re: Told I can’t cancel?

PandJ2020 — Thu, 21 Nov 2024 13:21:54 GMT

Yup, the contract you agreed says, "If you choose a minimum term option, this means you cannot cancel your
subscription during the minimum term unless you have a contractual right to do so".

Re: Told I can’t cancel?

NatAW — Thu, 21 Nov 2024 14:01:19 GMT

Thanks all.

Prior to contacting them, I located termination fees and the Sky TV service was listed with fees so I assumed that I would be able to pay these and be on my way.

Cheers

Nat

Re: Told I can’t cancel?

TimmyBGood — Thu, 21 Nov 2024 14:05:43 GMT

@NatAW

Any such fee listing might well apply to customers on older contracts dating from before the T&C change. Otherwise it's just a legacy thing which hasn't been removed: its presence cannot be used as an argument.

Re: Told I can’t cancel?

Surfnes — Sat, 19 Jul 2025 17:02:46 GMT

Unfortunately Early termination costs no longer exist, i have recently found this out the hard way, after 15 plus years as a VIP iv now realised that sky have implimented a 12 month deal/24month contract approach to everything, this holds you hostage after 12 months where you can very welcomly re negotiate your now ended offers period for another 12 months on another 24 month contract but will always leave you locked in a 12 month no offer period that you can not break free from even if you offer to pay (like you used to be able to) I am now starting my final 12 months on TV and will break away from Broadband immidiately as im out of contract and sadly end my VIP run at sky due to the underhand tactics to lock us in.

so like me if you want to break free you will have to continue your contracted offers until they expire and do no re negotiate.

Re: Told I can’t cancel?

Mark39 — Sat, 19 Jul 2025 17:12:48 GMT

@Surfnes not entirely correct. You can't end your tv contract early without Sky's agreement, as per the terms and conditions you signed up to. If they agree, early termination charges are likely

You can end a broadband contract early, subject to early termination charges.

Re: Told I can’t cancel?

PandJ2020 — Sat, 19 Jul 2025 17:21:11 GMT

@Surfnes wrote:
due to the underhand tactics to lock us in.

The issue appears to be that customers don't actually read (or understand) the contracts they agree to.