topic Re: I am incandescent! in Account & Billing

I am incandescent!

Disgruntled15 — Wed, 29 Oct 2025 13:00:20 GMT

So, I had to move house in a hurry as completion came through. I cancelled my dd with SKY Broadband & TV, as no time to email them that week back in July. They sent me a follow up on my account, & I replied via txt and email. There was no bounce back from them stating that the email I had responded to was a send only address, so naturally I ssumed they had received and were actioning my cancellation.. THis was further confirmed when I received a txt telling me how to return my equipment, i. e router only ( never had this before as most providers don't require them back as no hardware value ) THey also asked if I wanted to move my Sky account to the new home, and I responded with a no., as their prices have risen beyone anything reasonable for existing customers ( Been with them since 2023)Imagine my surprise when I received an email stating my account had been suspended & I owed them £56. I replied tomthat email... Guess what, no response.. Have they received my reply...who knows? So being pro-active, I decide to email them ... but can't find a way on my account to do this... Surely a multi billion multi national organisation has a method to email them.... NO! Nest I decide to write via post to the hidden address found with great difficulty in the footnote of one page on my account page. £1,70 for a first class stamp.... Grr... Out of the blue get txt message stating that they have sent me return labels to avoid being charged..... to my old address where I no longer live, as told to them last July. Today, the first letter arrives from a debt collection company..... Unbelievable! I should not have to ring them, as I am the customer... they have both my email address and my mobile number, but no contact from them at all. I will never, ever use them again, and have never had dealings with a company who kake it so difficult to contact them. Just saying, and not sure how to resolve, My letter to them went to complaints dept, but they have not responded on a personal basis, but simply sending me txt messages is beyond unprofessional in my view. Anyone had similiar experience?

Re: I am incandescent!

GD1 — Wed, 29 Oct 2025 13:09:34 GMT

@Disgruntled15 Sky don't normally use email for communication, to cancel you need to use the contact options as per below

Select ‘Need more help’ at the bottom of the following link which will lead to contact details.
https://www.sky.com/help/articles/cancel-sky-tv#contact-leave
(Make sure the flag in the bottom right corner is the correct one ie; UK or ROI).
UK customer ~ The link may include an email link and also a Message Us option (which is normally available between 9am and 7.30pm).
ROI customer ~ it’s only by calling Sky Ireland or writing in.

If you successfully cancelled you should receive an acknowledgment email from Sky, did you receive this?.

If you are cancelling Sky Q and/or Broadband, return packaging will be sent out near the end of your notice period. It’s important that you obtain proof of posting and keep it safe and indefinitely.

Your post is difficult to follow as for most people it's a mass block of text, it would be best to use paragraphs and seperate lines when posting so much info.

Re: I am incandescent!

GD1 — Wed, 29 Oct 2025 13:11:21 GMT

@Disgruntled15 wrote:

So, I had to move house in a hurry as completion came through. I cancelled my dd with SKY Broadband & TV, as no time to email them that week back in July.

They sent me a follow up on my account, & I replied via txt and email. There was no bounce back from them stating that the email I had responded to was a send only address, so naturally I ssumed they had received and were actioning my cancellation.

THis was further confirmed when I received a txt telling me how to return my equipment, i. e router only ( never had this before as most providers don't require them back as no hardware value ) THey also asked if I wanted to move my Sky account to the new home, and I responded with a no., as their prices have risen beyone anything reasonable for existing customers ( Been with them since 2023)

Imagine my surprise when I received an email stating my account had been suspended & I owed them £56. I replied tomthat email... Guess what, no response.. Have they received my reply...who knows? So being pro-active, I decide to email them ... but can't find a way on my account to do this.

Surely a multi billion multi national organisation has a method to email them.... NO! Nest I decide to write via post to the hidden address found with great difficulty in the footnote of one page on my account page. £1,70 for a first class stamp.... Grr... Out of the blue get txt message stating that they have sent me return labels to avoid being charged to my old address where I no longer live, as told to them last July.

Today, the first letter arrives from a debt collection company..... Unbelievable! I should not have to ring them, as I am the customer... they have both my email address and my mobile number, but no contact from them at all.

I will never, ever use them again, and have never had dealings with a company who kake it so difficult to contact them. Just saying, and not sure how to resolve,

My letter to them went to complaints dept, but they have not responded on a personal basis, but simply sending me txt messages is beyond unprofessional in my view. Anyone had similiar experience?

Re: I am incandescent!

Disgruntled15 — Wed, 29 Oct 2025 13:14:46 GMT

Thanks, That's what I did I recall from the my account page, but its back in July after I have canccelled the DD, so hard to remember exactly. They did acknowledge by txt hence I knew, or thought I knew it was cancelled. ps IMY post was littered with punctuaytion & paragraphs. It seems the discussion board has somehow condensed the whole thing.... Another example of Sky nonsense!

Re: I am incandescent!

Daniel0210 — Wed, 29 Oct 2025 14:50:21 GMT

@Disgruntled15 wrote:

So, I had to move house in a hurry as completion came through. I cancelled my dd with SKY Broadband & TV, as no time to email them that week back in July.

Why did you cancel your payment method? That's normally a red flag to Sky and would cause you additional problems.

They sent me a follow up on my account, & I replied via txt and email. There was no bounce back from them stating that the email I had responded to was a send only address, so naturally I ssumed they had received and were actioning my cancellation.

Sky don't use email for general communication and even though you can apparently start a cancellation process via email they always need to speak with you to confirm you're the account holder.

THis was further confirmed when I received a txt telling me how to return my equipment, i. e router only ( never had this before as most providers don't require them back as no hardware value ) THey also asked if I wanted to move my Sky account to the new home, and I responded with a no., as their prices have risen beyone anything reasonable for existing customers ( Been with them since 2023)Imagine my surprise when I received an email stating my account had been suspended & I owed them £56.

Yes. Services become restricted due to the way you've gone about this.

I replied tomthat email... Guess what, no response.. Have they received my reply...who knows? So being pro-active, I decide to email them ... but can't find a way on my account to do this... Surely a multi billion multi national organisation has a method to email them.... NO! Nest I decide to write via post to the hidden address found with great difficulty in the footnote of one page on my account page. £1,70 for a first class stamp.... Grr... Out of the blue get txt message stating that they have sent me return labels to avoid being charged..... to my old address where I no longer live, as told to them last July.

Packaging including the labels is always sent to the address where the account was active.

Today, the first letter arrives from a debt collection company..... Unbelievable! I should not have to ring them, as I am the customer... they have both my email address and my mobile number,

Thats the result of you cancelling the payment method and being in arrears. Such instances only go to a debt recovery company as a last resort. You having moved address probably hasn't helped.

You will need to contact the debt company now. Sky will only have the details of how much you owe and the debt recovery company details.

I can't see any grounds for a complaint.