True cooling off period & "promised" credit adjustments

Annob — Fri, 05 Sep 2025 09:23:13 GMT

Curious to know if anyone knows the real truth around the "cooling off" period.

Apologies for verbosity, Ive tried to keep the scenario concise, but feel free to probe further details.

QUICK BACKGROUND

We recently switched to sky for broadband & secured a deal over the phone for £20/month for their fibre 150 package.

Our first bill came through at £27, so naturally we called back and eventually got a an advisor who reviewed our original phone call & made credit adjustments to the bill to bring it back to £20

However, all of the future predicated bills are still at £27 and my gut feeling was i would need to go through this incredibly laborious process monthly just to get them to acknoledge our agreed deal.
(not only that the apparent auto-compensation we were due as a result of it taking some 3 weeks to switch was never paid)

So ~16/17 days in to our service, we have initiated a switch back to plusnet, given our overall experience (including multiple other encounters with cust services which im ommitting here for brevity) - I frankly dont trust the company.

Despite the public information (https://www.sky.com/help/your-account/my-account-and-subscription/cancelling/cancel-my-subscription/cancel-sky-tv/articles/cancel-sky-tv#:~:text=What%20is%20the%20cooling%20off,to%20you%20in%20My%20Sky).),
the contract we're on actually states "14 days" cooling off - though I suspect this might be a generic contract.

Our service was instantiated on the 13th august

QUERY

Is 31 days cooling off a legal fact for all uk customers?

Having called the cancellation team to confirm the period, they couldn't give a confident answer. They said check your contract which i said was 14 days, then when i stated their site said 31 days, they promptly changed their mind. My feeling was, they were just riding the conversation and had no true facts to give.
but they did advise that if I cancelled outright "manually" (as oppossed to switching provider), that my cancellation request would take 14 days to process and therefore, we would enter the non-cooling off "penalty" term of our contract and have to pay the cancellation fees.

According to this statement, the cooling off period is really ~16 days since it takes 14 days to action the cancellation.

What are the real facts?
If plusnet fail to switch by the 12th sept (& live with no internet until it is), I'd like to ensure the contract is cancelled but am now concerned due to the above that this would be a foolish move.

Would cancelling the contract, cancel the switch to plusnet?

Has anyone had any experience with such credit adjustments on their bill?

Are such promises kept and automatically appended on a monthly basis?

Appreciate your time & thoughts.

All the best to the strong community here.

Re: True cooling off period & "promised" credit adjustments

caesarome — Fri, 05 Sep 2025 09:26:00 GMT

@Annob

I might be wrong here but I thought it was 14 days for a cooling off period but Sky has extended it to 31 days.

Re: True cooling off period & "promised" credit adjustments

Mark39 — Fri, 05 Sep 2025 09:33:39 GMT

@caesarome wrote:

@Annob

I might be wrong here but I thought it was 14 days for a cooling off period but Sky has extended it to 31 days.

That's my understanding too. Contractually it's 14 days but Sky allow 31.

Re: True cooling off period & "promised" credit adjustments

Annob — Fri, 12 Sep 2025 18:00:13 GMT

Thanks both. Appreciate you chiming in.

Facts on cooling off period are given here:

https://www.sky.com/help/articles/cancel-sky-broadband

Very pleased to say that openreach acted steadfast and weve been switched over to plusnet.

Now all we have to do is figure out where our ~£130 of compensation is. for 16days failed activation & a missed engineer appointment.

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True cooling off period & "promised" credit adjustments

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Re: True cooling off period & "promised" credit adjustments

Re: True cooling off period & "promised" credit adjustments