topic Re: Upgrade issues in Account & Billing

Upgrade issues

Donna19731 — Wed, 07 Jan 2026 18:35:12 GMT

I had the essential package £10 a month just to use skyq box as a free view box, I have rejoined to have the normal sky channels (not cinema or sport) at £28 month & have a new sky card & box. I was charged the £10 direct debit yesterday as well as the £28 direct debit 2 separate debits so I have cancelled the £10 DD but am being bombarded with notifications that I have cancelled the DD & they want the money! I can't get hold of anyone to explain what had happened, any help please, thank you

Re: Upgrade issues

caesarome — Wed, 07 Jan 2026 19:17:14 GMT

@Donna19731 wrote:

I had the essential package £10 a month just to use skyq box as a free view box,

Did you actually cancel thios and return the Sky Q box if you left Sky in the past ?

Re: Upgrade issues

Donna19731 — Wed, 07 Jan 2026 19:22:18 GMT

I asked for a box to send back the old sky q box in November & though that as nothing has changed ie address, bank etc it would automatically change to the new package

Re: Upgrade issues

caesarome — Wed, 07 Jan 2026 19:24:32 GMT

@Donna19731 wrote:

I asked for a box to send back the old sky q box

So did you actually tell them you wanted to cancel the £10 essentials package as it appears that it was not cancelled for some reason hence you still being charged for it.

When you rejoined did you call Sky to do this ?

Re: Upgrade issues

Donna19731 — Wed, 07 Jan 2026 19:26:48 GMT

No i just assumed they would switch plans! I will try to phone them tomorrow, do you have a phone number for customer services?

Re: Upgrade issues

caesarome — Wed, 07 Jan 2026 19:28:16 GMT

There is no number that can be posted on here, and I don't have one anyway so try going through this:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

Re: Upgrade issues

Donna19731 — Wed, 07 Jan 2026 19:30:15 GMT

Thank you for your help

Re: Upgrade issues

MightyQuinn — Wed, 07 Jan 2026 21:26:08 GMT

Hi @Donna19731 Are you sure that it is not a £10 admin fee for the change? What do your future bills show on your Sky Q box?

Re: Upgrade issues

Donna19731 — Wed, 07 Jan 2026 22:11:06 GMT

No it definitely was £10 DD essental package I need to try to talk to someone, I tried the virtual assistant but that wasn't any help