topic Cancelling TV, broadband discount removed! in Account & Billing

Cancelling TV, broadband discount removed!

NathanR3 — Sat, 09 Aug 2025 12:21:54 GMT

I have a sky q contract which has just ended, and also a separate broadband contract. I renewed the broadband in March for 2 years and was given a discount from £43 to £30 a month.

I'm now cancelling the TV but I was told that this means my broadband discount is being removed. This can't be fair, the discount was never linked to retaining TV at the time, and there's also no mention of such a link in the broadband contract. Has anyone else has this issue, how have you resolved it?

Re: Cancelling TV, broadband discount removed!

Mark39 — Sat, 09 Aug 2025 12:23:16 GMT

Sounds odd. You might wish to raise a complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Cancelling TV, broadband discount removed!

PandJ2020 — Sat, 09 Aug 2025 12:24:20 GMT

They are separate contracts indeed.

Re: Cancelling TV, broadband discount removed!

NathanR3 — Tue, 12 Aug 2025 08:26:05 GMT

So I raised a complaint to Sky and this was the supremely unhelpful response. Basically "ah yes, sorry, we didn't mention that, go make a phone call and maybe someone might or might not help"

Here's their actual response:

I understand your disappointment regarding the change in your Sky Broadband pricing after cancelling your TV package, and I apologise for any inconvenience this has caused.

Upon reviewing your Sky Account, I see that your Sky TV is currently in pending cancel status and will completely end on 05/09/2025.

Regarding your Sky Broadband services, you re-contracted for Sky Full Fibre 150 and Sky Pay As You Talk on 18/03/2025.

The discount you received was part of a re-contract offer, which typically requires maintaining certain services.

I apologise if this condition was not clearly communicated at the time of renewal.

To address this issue, I recommend speaking with our values team to explore options for re-contracting your Sky Broadband services.

They may be able to assist in restoring your discount or provide alternative solutions.

For further assistance, please feel free to contact our customer service team. We are committed to resolving this matter to your satisfaction.

Re: Cancelling TV, broadband discount removed!

PandJ2020 — Tue, 12 Aug 2025 08:42:50 GMT

I suppose a key question is if they have removed discounts does that mean you are free to leave without penalty?

If so, simply switch to someone else and get a new customer discount...

Re: Cancelling TV, broadband discount removed!

Mark39 — Tue, 12 Aug 2025 08:43:30 GMT

@NathanR3 wrote:

The discount you received was part of a re-contract offer, which typically requires maintaining certain services.

I apologise if this condition was not clearly communicated at the time of renewal.

If that's correct, I'm afraid you're stuck with it.

But I'd be checking the offer email and the emailed confirmation of acceptance to make sure those details are contained in the terms and conditions of the offer. Or that provision is included in the general terms and conditions of your Broadband contract. I don't see how you can be held to terms you weren't advised about.

Re: Cancelling TV, broadband discount removed!

NathanR3 — Tue, 12 Aug 2025 16:55:52 GMT

I've checked the email and contract and there is no mention of any link to retaining any other Sky product so I definitely feel like I've been treated unfairly.