topic Re: Existing Customer in Account & Billing

Existing Customer

SimonSpinney — Tue, 18 Nov 2025 11:04:40 GMT

Hi, I want to discuss wht after being with Sky for 12+ years I cannot renew on a deal that better than a new customer one?

I am considering leaving as it's just too expensive

Re: Existing Customer

GD1 — Tue, 18 Nov 2025 11:06:06 GMT

@SimonSpinney You need to call to discuss any deals a public community can't do that for you.

Re: Existing Customer

SimonSpinney — Tue, 18 Nov 2025 11:08:07 GMT

What's the best number to call??

Re: Existing Customer

GD1 — Tue, 18 Nov 2025 11:10:58 GMT

@SimonSpinney These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

Re: Existing Customer

PandJ2020 — Tue, 18 Nov 2025 11:18:26 GMT

@SimonSpinney wrote:
I cannot renew on a deal that better than a new customer one?

And you are unlikely to be able to. The best deals are generally only for new customers as it's harder to acquire new customers than to retain them.

Re: Existing Customer

SimonSpinney — Tue, 18 Nov 2025 11:20:44 GMT

I thought as much but that is so wrong, surely retaining customers is just as important?

What about if I cancel now I'm out of contract and start as a new customer?!?!

Re: Existing Customer

PandJ2020 — Tue, 18 Nov 2025 11:21:51 GMT

@SimonSpinney wrote:
What about if I cancel now I'm out of contract and start as a new customer?!?!

You are not considered a new customer by doing that. (I believe you have to have left for more than 18 months)

Re: Existing Customer

MarkGoldsmith — Tue, 18 Nov 2025 12:36:11 GMT

@SimonSpinney wrote:
I thought as much but that is so wrong, surely retaining customers is just as important?

Logically you would think that but in reality that isn't the case as it costs more for a company to be able to attract new customers than retain them. Typically new customers offers could be loss leading or break even and the company actually makes their money when the customer doesn't bother switching at the end of their minimum term contracts ( as most people don't track when minimum terms end and switch accordingly).