topic Re: Despite a complaint its still ongoing.. in Account & Billing

Despite a complaint its still ongoing..

Bettyboo1419 — Sun, 12 Apr 2026 07:58:56 GMT

so, long story.. i cancelled my sky cinema at the beginning of feb, was then sent an email offering a 2 year contract for sky cinema for £7pm. Sky did not apply the offer to my account and i have been paying full price, despite numerous messages back and forth. (One chat was over an hour long) it still wasnt getting removed. They have said that the offer only applies to people with sky sports (I've never had sky sports) but it doesnt say this in the offer. I put in a complaint, spoke to some one i could barely understand and was told with the offer there was a glitch in the system.. i would get a refund and sky cinema would be cancelled. This was supposed to be applied to my next bill (May) within 24/48 hours. It still hasn't been applied despite me being promised this was now sorted. HELP!

Re: Despite a complaint its still ongoing..

Daniel0210 — Sun, 12 Apr 2026 08:32:07 GMT

@Bettyboo1419

Once you've made an official complaint Sky will then have up to 8 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Cancelled sky cinema 2 months ago…

Bettyboo1419 — Fri, 01 May 2026 10:00:29 GMT

Cancelled sky cinema almost 3 months ago, sky have failed to remove it despite complaints and it been with the priority service team 🤡. I asked to escalate it further and was told it couldn't go any further? What's next please?

Re: Cancelled sky cinema 2 months ago…

Daniel0210 — Fri, 01 May 2026 10:11:20 GMT

@Bettyboo1419

How did you originally cancel?

Did you receive the normal email from Sky acknowledging the cancellation?

What have Sky told you after complaining?

(Note: since my original reply the time frame for resolving a complaint has reduced from 8 weeks to 6 weeks).

Re: Despite a complaint its still ongoing..

DaveDrizen — Fri, 01 May 2026 10:50:54 GMT

@Bettyboo1419 wrote:
so, long story.. i cancelled my sky cinema at the beginning of feb, was then sent an email offering a 2 year contract for sky cinema for £7pm. Sky did not apply the offer to my account and i have been paying full price, despite numerous messages back and forth. (One chat was over an hour long) it still wasnt getting removed. They have said that the offer only applies to people with sky sports (I've never had sky sports) but it doesnt say this in the offer. I put in a complaint, spoke to some one i could barely understand and was told with the offer there was a glitch in the system.. i would get a refund and sky cinema would be cancelled. This was supposed to be applied to my next bill (May) within 24/48 hours. It still hasn't been applied despite me being promised this was now sorted. HELP!

When changes are made to your package Sky send you a email confirming these changes It states in detail what's stoping or starting and the date it will happen.. This email is sent almost immediately after you have put down the phone but no later than a hour afterwards. You can also see this confirmation in " Your messages" in the my Sky app just open the app and click on the little head at top the screen which will give you a menu and " my messages" is third one down or by logging in to your account on the Sky.com web sight. Again clicking on the little head this time top right of the screen and selecting " my messages " from the menu. This standard procedure for Sky when any change is made . If you have not got this confirmation email or message it usualy mean probably the changes not been done and you need to get back to Sky to get it sorted again. Also if you look at your forth coming bills shortly after speaking to Sky ( within a hour or so) they will also have been adjusted to take account of the changes.