Complaint

Ponyride — Wed, 06 May 2026 03:19:57 GMT

I have already raised my complaint as I was not given the correct information regarding cancelling my broadband and TV subscription.

I have been subjected to multiple payments that I was not correctectly informed about and have spoken to multiple people stating that due to the lack of communication and instruction regarding the full cancellation of my subscription I have been subjected to further payments. I eventually after multiple calls and emails able to fully cancellation my subscription with sky. I have been with sky for years and been a loyal customer yet have now been put in extreme financial difficulty due a a severe break down that was not my fault. I have explained multiple times that due to being mislead I no longer have the equipment supplied when originally contacted. The reason behind not having the equipment is due to mis communication and after holding the equipment for multiple months and never recovering a return box or any actual communication as evan though I had updated my contract information you still continued to use the email address that was changed with an email stating the changes had been successfully changed i am being penalised for the company's mistake not my own I have sent proof of this. I will not be returning the equipment as I no longer have it and will not be paying for it and demand a full investigation is carried out as it will show a complete breach in your system

Re: Complaint

Daniel0210 — Wed, 06 May 2026 03:30:41 GMT

@Ponyride

If you've already raised an official complaint (you haven't raised one by posting above), Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

In case you're not aware this is a customer ▶️ customer discussion forum where we try to help other customers. You haven’t actually contacted Sky by posting on here.

We obviously haven't heard the full story but once you’ve successfully cancelled, Sky should send out returns packaging to the address where the account was active, near the end of any cancellation period, which is 14 days for broadband and 31 days for Sky Q, for any loaned equipment they are expecting back. So if you cancel Sky Q and Broadband the smaller BB packaging should arrive first.

If the arrival of packaging is delayed, it’s damaged on arrival or doesn’t arrive it’s the customers responsibility to use their own packaging to return it. You can use any packaging as long as it’s secure and you may want to put a note inside with your account number and a list of equipment that is included. This link explains about how to receive an email with your return labels through Royal Mail.
https://www.sky.com/help/articles/return-tv-broadband

Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

topic Re: Complaint in Account & Billing

Complaint

Re: Complaint