Missold Broadband contract

KarolW — Tue, 03 Feb 2026 15:25:55 GMT

I moved home on the 14th November last year which has Fibre Line preinstalled. As agree'd during my home move call, the agent promised me a call back on the 15th November to arrange a "super sweet deal" for Broadband.

Agent calls me on the 15th November as promised, and arranges Fibre 500 for £20.26 for 24 months... yup 24 months. I couldn't believe it so I made sure to ask, for 24 months. Was reassured that yes, it is for 24 months. Phone call completed, and now I feel massively smug when I tell the wife about the "super sweet deal" I got for our Broadband. Or so I thought.

January rocks about and I noticed that my Sky bill is higher than it was supposed to be - I checked My Bill predicted tab for 3 months leading up to March after the above, and it read less than what I paid and what shows now. Turns out my "super sweet deal" was too "super sweet" and Sky revoked it, and only enabled it for a single month, thus increasing my bill. Not what was initially promised me and surely ground for some gross misconduct on their part.

I've been calling them since 5th of January asking why has this occured. Several promises of escalations and call listening later, I am still waiting for answers. I've got 3 separate cases open stating call listening to take palce but nothing further. It seems like Sky has either lost the call, can't find it or have listened to it and can't honour my deal.

I have detail to CISAS to create a a Dispute resolution as now I am well past my cooldown cancellation period.

Can anyone suggest any other options? I keep being fobbed off or they are just counting on my giving up.

Re: Missold Broadband contract

MarkGoldsmith — Tue, 03 Feb 2026 15:36:15 GMT

@KarolW wrote:
I moved home on the 14th November last year which has Fibre Line preinstalled. As agree'd during my home move call, the agent promised me a call back on the 15th November to arrange a "super sweet deal" for Broadband.

Agent calls me on the 15th November as promised, and arranges Fibre 500 for £20.26 for 24 months... yup 24 months. I couldn't believe it so I made sure to ask, for 24 months. Was reassured that yes, it is for 24 months. Phone call completed, and now I feel massively smug when I tell the wife about the "super sweet deal" I got for our Broadband. Or so I thought.

January rocks about and I noticed that my Sky bill is higher than it was supposed to be - I checked My Bill predicted tab for 3 months leading up to March after the above, and it read less than what I paid and what shows now. Turns out my "super sweet deal" was too "super sweet" and Sky revoked it, and only enabled it for a single month, thus increasing my bill. Not what was initially promised me and surely ground for some gross misconduct on their part.

I've been calling them since 5th of January asking why has this occured. Several promises of escalations and call listening later, I am still waiting for answers. I've got 3 separate cases open stating call listening to take palce but nothing further. It seems like Sky has either lost the call, can't find it or have listened to it and can't honour my deal.

I have detail to CISAS to create a a Dispute resolution as now I am well past my cooldown cancellation period.
Can anyone suggest any other options? I keep being fobbed off or they are just counting on my giving up.

CISAS won't be able to get involved until at least 8 weeks have passed since you first raised an official complaint with Sky through their complaints process (https://www.sky.com/help/articles/how-to-make-a-complaint) or you have been provided a deadlock letter from Sky.

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Missold Broadband contract

Re: Missold Broadband contract