topic Re: Refusal to honour offered deal. in Account & Billing

Refusal to honour offered deal.

Paul39 — Wed, 31 Dec 2025 14:08:46 GMT

Sky offered me a new deal and refused to honour it. Following my complaint they have failed to contact me for 3 weeks. Every time I ring them back they promise to review it and ring me back but never do. How do I escalate this? I rang them today to be told it would be next week before they contacted me due to holidays.

Re: Refusal to honour offered deal.

SKY1992bf — Wed, 31 Dec 2025 14:10:12 GMT

@Paul39 sky have 8 weeks to response so you will need to give them a further 5 weeks

Re: Refusal to honour offered deal.

Paul39 — Wed, 31 Dec 2025 14:55:07 GMT

They told me it was 5-7 working days so how can it now be weeks?

Where does it say they have weeks to reply?

Re: Refusal to honour offered deal.

Daniel0210 — Wed, 31 Dec 2025 15:02:06 GMT

@Paul39

You've been given correct advice. After initial acknowledgment of the complaint Sky have up to 8 weeks to resolve it or issue what's called a deadlock letter.

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

See the Alternative Dispute Resolution section.

Re: Refusal to honour offered deal.

Paul39 — Wed, 31 Dec 2025 15:26:36 GMT

My complaint is a simple issue so does not fall within the 5-8 weeks time requirement. They have failed to respond and keep me updated at any point in the process so are not following their own processes.
This is from the document link above.

"We aim to respond to your complaint and agree a resolution within 10 days. Some complaints, depending on their nature, could take longer to resolve, especially if they’re technically complex. If we’ve been unable to agree a resolution for your complaint within this timeframe we’ll contact you. We’ll keep you informed of progress in a way that best suits you and at a time that’s convenient to you."

Also SKY are charging me full price for my services whilst they fail to respond.

Re: Refusal to honour offered deal.

SKY1992bf — Wed, 31 Dec 2025 15:34:13 GMT

@Paul39 Simple is irrelevant all complaints have the same timeframe for responding

10 working days is an aim (estimate) not a guarantee response time

you can't take it further until sky responds or issues a deadlock notification

Re: Refusal to honour offered deal.

PandJ2020 — Wed, 31 Dec 2025 15:39:11 GMT

@Paul39 wrote:
Also SKY are charging me full price for my services whilst they fail to respond.

Whilst frustrating do not be tempted to withhold payment.