topic Re: VIP Status reset due to not being a customer for 10 hours in Account & Billing

VIP Status reset due to not being a customer for 10 hours

MattParfitt — Tue, 30 Dec 2025 10:36:53 GMT

Earlier this month I moved one of my Sims over to a different provider, and tried to get a Sim for another one of my devices. Because the customer service agent was unable to complete my request to put the sim on the different device, and I was getting tired of being moved around from department to department I decided I would complete the request for the new sim the next day. When I completed the new son application for the device I found out that because I had technically not been a customer of Sky's for 10 hours that my VIP status had been reset from Gold to Silver. I tried to explain what had happened to Customer Loyality agents this morning but after being passed from pillar to post for 40 minutes, I got told by a rather rude agent that because I wasn't a customer for 10 hours that I would now be considered a silver customer and my benefits would all be reset. I asked them to think about it, and wonder if it sounded right that they were willing to through nearly 6 years of customer loyalty in the bin for 10 hours of not being a customer. They said "Yes" because my contract had ended ? Has Sky Customer service really become this bad ?

Re: VIP Status reset due to not being a customer for 10 hours

caesarome — Tue, 30 Dec 2025 10:53:04 GMT

@MattParfitt

If you cancelled your services even for such a short of period of time then as harsh as it sounds your VIP level will be reset as it is covered in the terms and conditions somewhere about this. The VIP level itself doesn't really count for much so you will not be losing out on much anyway so really shouldn't be an issue.

Re: VIP Status reset due to not being a customer for 10 hours

MattParfitt — Tue, 30 Dec 2025 12:20:17 GMT

Yes it does sound harsh, and it kind of sounds a little unacceptable. I will be going to go to having no VIP privileges on a permanent basis in the New Year.

Re: VIP Status reset due to not being a customer for 10 hours

Anonymous — Tue, 30 Dec 2025 12:46:40 GMT

Hi,

Unfortunately it sounds like Sky have already given you your answer, Regardless if its the one you wanted or not

We are other customers here and can't add anything further

If you still think its "Unacceptable" then see here to make a complaint

https://www.sky.com/help/articles/how-to-make-a-complaint?gclsrc=aw.ds&gad_source=1&gad_campaignid=23307420953&gbraid=0AAAAADvAOqfVD_tG3nR8bpn90g3xPlH1A&gclid=EAIaIQobChMI__jwtKvlkQMV8TwGAB3EkgnvEAAYASAAEgKgd_D_BwE

Sky are allowed up to 8 weeks to offer a resolution or send a deadlock letter you can use to take to an external body