topic Re: Price increase not as advertised in Account & Billing

Price increase not as advertised

ChelleRobertson — Mon, 16 Mar 2026 10:42:10 GMT

New customer just last week and advertised on the website for the package i chose, it advised a £1 increase as of April. No sooner had I set up my sky streaming puck i received an email stating a £4 increase where i am told £3 is the ultimate tv part of the package and £1 is for the cinema part. It was not advertised this way so i find it utterly misleading showing just a £1 increase. Spoke to someone on the webchat and got no where. Requested a formal complaint to be raised and to receive something in writing when this was done and was assured it was done. This was last Thursday and heard nothing. Whilst i expected a £1 increase so £12 over the next year i'm now expected to pay £48 over the next year and i am so disappointed. what a great way to start as a new customer.

Re: Price increase not as advertised

Mark39 — Mon, 16 Mar 2026 11:25:49 GMT

@ChelleRobertson without seeing the advert, it's difficult to comment. Do you have a link? Did you read the detailed terms and conditions of the offer, in addition to the outline given in the ad itself?

Re: Price increase not as advertised

ChelleRobertson — Mon, 16 Mar 2026 11:50:04 GMT

Good morning,

It was the sky ultimate tv and sky cinema package advertised on the deals page https://www.sky.com/deals

I guess my opinion is that the information regarding the price increase should have been upfront and honest on the advert and detail the whole increase/breakdown of increase. Other deals say different amounts on their expected increases. i dont think that is unreasonable.

Re: Price increase not as advertised

Me134 — Mon, 16 Mar 2026 12:05:39 GMT

@ChelleRobertson wrote:
Good morning,

It was the sky ultimate tv and sky cinema package advertised on the deals page https://www.sky.com/deals
I guess my opinion is that the information regarding the price increase should have been upfront and honest on the advert and detail the whole increase/breakdown of increase. Other deals say different amounts on their expected increases. i dont think that is unreasonable.

I had a look at the "See all legals" and the "Here's the legal bit" and I can only see the £1 April 2026 rise for cinema. There are £3 rises but they all seem to be for either broadband or TNT Sports I think.

Re: Price increase not as advertised

ChelleRobertson — Mon, 16 Mar 2026 12:16:53 GMT

Thank you. I couldnt see anything more on there for my package either but the rise in the email says its for the ultimate tv part. and as this wasnt communicated on the advertised package it feels unfair and i was mislead into it. If i am purchasing a package i would expect the details on there to relflect the package as a whole and not get an email the very next day stating different.

Re: Price increase not as advertised

Me134 — Mon, 16 Mar 2026 12:40:20 GMT

@ChelleRobertson wrote:
Thank you. I couldnt see anything more on there for my package either but the rise in the email says its for the ultimate tv part. and as this wasnt communicated on the advertised package it feels unfair and i was mislead into it. If i am purchasing a package i would expect the details on there to relflect the package as a whole and not get an email the very next day stating different.

Is it showing on your future bills at all? If so I'd follow that up. They may just fall back on the "we reserve the right to vary the price" though.

Re: Price increase not as advertised

ChelleRobertson — Mon, 16 Mar 2026 13:59:01 GMT

Yeah its showing from my May bill. I tried raising through the webchat last week who assured me they had raised the complaint but they had done nothing. Complaint now formally raised from a phonecall. thanks for looking at it for me too 🙂