topic Re: Sky are erroneously charging me Early Termination Charges in Account & Billing

Sky are erroneously charging me Early Termination Charges

lemonskin — Wed, 18 Mar 2026 20:56:46 GMT

Hello

Re: Cancelling Broadband contract within term

Following Sky's announcement of an imminent price rise, I decided that after 11 years with them, I wanted to cancel.

The Sky email was very clear that I could leave without incurring any ETC, despite being still within the minimum term.

When I phoned to cancel, the Sky person said he had made a note on my account that no ETC should be applied.

Shortly thereafter, I received an email confirming cancellation, but stating that as I'd cancellled within term, that ETC would be applied!

However, this was seemingly a standard, template type email, so I didn't immediately panic.

I did email customer services, but only received vague, non-committal replies.

Tonight, however, I have received another email, stating yet again that as I cancelled within term, I would be charged ETC.

From the MSE website, I see that this seems to be a common problem, ie, Sky employees not understanding that in some cases, people may cancel within term without incurring ETC.

https://www.moneysavingexpert.com/news/2026/02/sky-price-hike-april/

Here is the email Sky sent me. I phoned them and cancelled four days later.

Any suggestions as to what I can try next to get these ETC removed from my account would be very much appreciated.

Louise

York, UK

Re: Sky are erroneously charging me Early Termination Charges

Daniel0210 — Wed, 18 Mar 2026 21:01:01 GMT

@lemonskin

Your image was rejected earlier as it contains personal information including your account number.

Re: Sky are erroneously charging me Early Termination Charges

lemonskin — Wed, 18 Mar 2026 21:06:50 GMT

Thanks, Daniel!

Re: Sky are erroneously charging me Early Termination Charges

caesarome — Wed, 18 Mar 2026 22:03:47 GMT

Can you see any early termination having been applied to your account ?

Re: Sky are erroneously charging me Early Termination Charges

lemonskin — Wed, 18 Mar 2026 22:24:38 GMT

Yes. I've been checking my account regularly, and the ETC appeared within the last 24 hrs.

Re: Sky are erroneously charging me Early Termination Charges

lemonskin — Wed, 18 Mar 2026 22:30:00 GMT

I've submitted a complaint online, but I'm not holding my breath.

In addition to saying they're charging me ETCs, today's email asks me to return all equipment or I will be charged, when infact I returned it two weeks ago, AND received an email from Sky thanking me for returning it! ☹️

I wish I could've stayed with Sky, but they could not/would not offer me a better deal (which is £41 per month for only part-fibre).

Louise

Re: Sky are erroneously charging me Early Termination Charges

Prady — Thu, 19 Mar 2026 08:25:43 GMT

I received a similar email yesterday. I have switched to another provider, as their email said you can phone to cancel within a month to avoid early termination charges.

I will call them sometime today to enquire about this

Re: Sky are erroneously charging me Early Termination Charges

Bob73 — Thu, 19 Mar 2026 18:00:40 GMT

I got the email yesterday, just over 24hrs ago, rang to cancel mentioning no termination fee etc, my future bills still showing the broadband included.

Will see how it goes.

Re: Sky are erroneously charging me Early Termination Charges

Duck — Wed, 25 Mar 2026 13:33:57 GMT

I'm in same boat, cancelled within 30 days of the increased subscription email and they are now looking for £374.25 ETC 😳. I replied to the ETC email, no response as yet.

Re: Sky are erroneously charging me Early Termination Charges

Daniel0210 — Wed, 25 Mar 2026 13:38:54 GMT

@Duck

How did you cancel? Did you call the number in the email? (That email states it's not monitored for replies).

Please do not reply to this email as this address is not monitored.

Re: Sky are erroneously charging me Early Termination Charges

Duck — Wed, 25 Mar 2026 15:15:03 GMT

Yes I rang to cancel, although since they have cancelled it I'm not sure they can claim I didn't 🤔. I hadn't noticed the email is not monitored for replies, guess a lengthy call is required.

Re: Sky are erroneously charging me Early Termination Charges

lemonskin — Thu, 26 Mar 2026 02:38:11 GMT

Hi Duck,

I'm pleased to say I eventually got the ETCs removed, but I'm not sure whether it was my online complaint which led to success, or my messaging the Sky help team via Facebook - or even a combination of the two!

First, I made an online complaint, here:

How to make a complaint

I actually did this twice, but each time I was told to contact customer services, then the person said that as she'd 'dealt with' my complaint, it would now be closed down. Obviously I didn't feel my complaint had been dealt with, but I had no appetite for phoning customer services again.

So, next I decided to send a private message to the

Sky Help Team

At first you'll be talking to a bot (Virtual Assistant), but at least this gave me the chance to type out my grievance. After a couple of hours or so,, a real person (at least, I think she was real!) began messaging me.

Whilst messaging, I received an email stating that my account had been reviewed and confirming that as the ETCs had been applied in error, they would be removed. She also said she'd processed a credit owed to me and that it would be in my account in 3-5 days. I checked my account, and sure enough, everything was now in order. I received the credit refund into my bank today.

My advice would be, if you don't get satisfaction from phoning Sky, then try an online complaint and a message to the Sky Help Team's Facebook.

Louise

Re: Sky are erroneously charging me Early Termination Charges

Duck — Thu, 26 Mar 2026 17:21:14 GMT

Success here too, online chat got the Early Termination Charge cancelled. Just a pity it was erroneously applied in the first place.

Re: Sky are erroneously charging me Early Termination Charges

tdsmirhj — Mon, 20 Apr 2026 11:06:07 GMT

I have moved to Vodafone as it was much cheaper for the same service. When I got my price rise letter i checked online if I would occur an early cancellation free. It said I wouldn't. So I rang sky and the lady said there's no early cancellation fee if I leave on or after the 1st April. To do this I was advised that I need the broadband provider to make the transfer.

Right so I set up my new broadband to transfer after the 1st April. So everything is done correctly.

Last week I also occurred an email for en early repayment charge which felt quite threatening. Mentioning debt collection.

But surely after speaking to the advisor on the phone there would be something on the account stating this. Very incompetent of Sky especially around the vulnerable. I've ignored the letter now I'm not wasting my time over it.

Re: Sky are erroneously charging me Early Termination Charges

PandJ2020 — Mon, 20 Apr 2026 11:55:53 GMT

@tdsmirhj wrote:
I've ignored the letter now I'm not wasting my time over it.

I wouldn't recommend ignoring any letters about debts. They don't tend to 'go away' on their own.

Re: Sky are erroneously charging me Early Termination Charges

Mark39 — Mon, 20 Apr 2026 12:37:58 GMT

@tdsmirhj wrote:

Last week I also occurred an email for en early repayment charge which felt quite threatening. Mentioning debt collection.

Have you not followed this up with Sky, then?

Re: Sky are erroneously charging me Early Termination Charges

tdsmirhj — Mon, 20 Apr 2026 13:18:52 GMT

No I've not. I get to the point where why do I have to keep telling these companies that they are making the mistakes and there has been quite a few of them.

The thing is I don't owe them anything and from what others are saying it's just a generic email. I have send my hardware back using their self addres packaging. The only thing I might need to pay off is the difference between the last bill and the cut off or maybe a refund.

I know it sounds petty but what's the point going through all this research and get an answer from the hourses mouth and they still come after you with pitch forks.

Re: Sky are erroneously charging me Early Termination Charges

Mark39 — Mon, 20 Apr 2026 13:27:14 GMT

@tdsmirhj I understand your frustration, but it's up to you really - from your perspective it's probably easier to sort it out with Sky now, rather than with a debt recovery company later. If they think it's due, Sky will pursue it.

Re: Sky are erroneously charging me Early Termination Charges

tdsmirhj — Mon, 20 Apr 2026 14:26:32 GMT

It's been sorted now. But my worry is that these are not isolated. I'm deeply concerned that people who don't know better will be getting these emails and paying them and not know that they don't.

I rang up and tell them but the response felt more like a kind gueture rather than an obligation.

Re: Sky are erroneously charging me Early Termination Charges

Scotty1990 — Sun, 26 Apr 2026 08:23:52 GMT

it's just an automated email. I had same issues as pretty much everyone here. Sky called me up and wanted to fix me into a new deal which was better than what I was on so went with it. Within about 4 days I had an email about the price increase but the agent said it wouldn't apply to me but I called to query it and they said no they're all going up. So I said okay I'm leaving and going to Vodafone as they did the same deal for £10 less and is guaranteed not to go up till 2027 which is only up by another pound or so.

So I then received the email saying I owed around £220 or something so I called up the next day to query and the agent said don't worry it's just automated there's no charges. So I've ignored this for the next few months and all their equipment has been returned and even had the email saying thanks for sending it back etc.

Now last night I've received email similar to the person above stating debt collectors etc if they can't take the money. I'm not going to call them again as on 2 occasions on recorded calls they've stated no charges.

so glad I've left sky though! Only with them for the mobile phone devices now not even on their terrible phone network.