topic Quoted 1 price but Sky not honouring that price in Account & Billing

Quoted 1 price but Sky not honouring that price

JanetH1 — Tue, 16 Dec 2025 14:08:41 GMT

On the 26th Sept as a new customer i ordered (over the phone) the new customer deal of TV & Broadband of £35pm - the operative said I couldn't have that price, but he could do it for me for £36pm I didn't understand why, but I wasn't going to quibble over £1

So on the 6th Oct the engineer came to instal my broadband, which was problematic but again I didn't know why....

Anyway he left and all services were up and running, no problems until I was billed on the 13th Nov - £19 Sky TV & £42.25 for the broadband - I called the "helpdesk" and after being transferred to several people was told that the price would be amended and someone would call me back within 3 days to confirm. I believed they would honour the price despite no-one actually calling me back. Then on the 8th Dec I was horrified to see that I was still being charged the same prices. I called again on the 9th again after speaking to several people in various departments I was told I can't have the price I was orginally quoted because I have a 'copper line'.

So now having left Virgin Media I am now paying more for my Broadband and TV with a lesser quality line - so any potential new customers reading this be careful and make sure you get the prices confirmed in writing before agreeing to becoming a Sky customer!

As a new Sky customer I have not had a good customer journey so far, from a company that claims to be one of the best Broadband providers 😧

Re: Quoted 1 price but Sky not honouring that price

PandJ2020 — Tue, 16 Dec 2025 15:04:25 GMT

What do future bills show as your first bill will likely cover a period longer than 1 month. (A period prior to billing and the month in advance)

Re: Quoted 1 price but Sky not honouring that price

JanetH1 — Tue, 16 Dec 2025 16:20:11 GMT

That's what I thought at first but unfortunately I've had 2 lots of bills, both the same amounts. And the "helpdesk" confirmed that they cannot do anything about the price 🙆‍♀️

Re: Quoted 1 price but Sky not honouring that price

PandJ2020 — Tue, 16 Dec 2025 16:30:47 GMT

What do future bills show?

Of course they can do something about it if it's wrong. Raise a complaint if necessary.

Re: Quoted 1 price but Sky not honouring that price

JanetH1 — Wed, 17 Dec 2025 08:51:58 GMT

I have and they've just told me there's nothing they can do!

I will email them though, I can't call again it takes too long as you just get passed from one person to another!

Re: Quoted 1 price but Sky not honouring that price

PandJ2020 — Wed, 17 Dec 2025 16:13:57 GMT

@JanetH1 wrote:
I will email them though,

No.

You have to use the formal complaint process.