topic Re: Retentions Team UK in Account & Billing

Retentions Team UK

Anonymous — Fri, 26 Sep 2025 18:33:53 GMT

I'm a Sky Diamond customer, been with Sky for 23 years. I have the full Sky Q package and my contract ends in October. Each contract renewal I call the retentions team, and would speak to someone in the UK, usually based in Scotland. They have always been very knowledgeable and helpful, and have found the right package for me to renew. This year's renewal process is horrendous, I can't get through to anyone in the UK. I've made around 20+ phone calls each time being put through to the call centre in India. There seems to be a complete lack of knowledge and understanding of what my customer needs are. I've had a whole range of answers, some saying there is nothing they can do, some saying they can reduce my package price (a range of different prices), some saying it would be more than the renewal pricing offered by Sky, there is just no consistency, and nothing offered is anywhere near my previous contract pricing. It really is terrible customer service from Sky, and very frustrating. I'm left now thinking that after 23 years I should cancel my TV contract which is not something I wanted to do.

Re: Retentions Team UK

Daniel0210 — Fri, 26 Sep 2025 18:38:07 GMT

@Anonymous
Calls go through to the next available agent, wherever they may be based.

Significant discounts are harder to come by these days so if you’re offered something acceptable be prepared to agree to it there and then because if you decide to think about it the offer is unlikely to be available when you call back. Also remember you’re not a new customer so don’t expect anything close to a new customer deal.

If you decide it’s no longer value for money and you’re thinking of changing providers remember that in 18/24 months time you'll be in the same position with that company at which point you'll be able to return to Sky and benefit from the new customer discounts available at that particular time.

Re: Retentions Team UK

Anonymous — Fri, 26 Sep 2025 20:04:12 GMT

Thank you for your reply, which is of absolutley no help.

Re: Retentions Team UK

Mark39 — Fri, 26 Sep 2025 20:18:04 GMT

But pertinent to your post and absolutely correct.

If there's a particular question you would like some help with, let us know.

Re: Retentions Team UK

Anonymous — Fri, 26 Sep 2025 20:29:09 GMT

Thank you for your reply, it's great to see that on this forum Superusers are so Superuseful.

Re: Retentions Team UK

Mark39 — Fri, 26 Sep 2025 20:51:02 GMT

Still no idea what they wanted help with.....

Re: Retentions Team UK

Colette21 — Mon, 20 Apr 2026 13:44:17 GMT

Just had same experience. Hung up on several calls and just want to speak to someone that understands. Always been great up till now. I've been with sky over 25 years will now consider changing as can't sort out new offer

Re: Retentions Team UK

PandJ2020 — Mon, 20 Apr 2026 13:58:05 GMT

@Colette21 wrote:
Just had same experience. Hung up on several calls and just want to speak to someone that understands. Always been great up till now. I've been with sky over 25 years will now consider changing as can't sort out new offer

Most recently I've always used the chat service to negotiate a deal. Never had a communication issue.