topic Re: Lost Tenure in Account & Billing

Lost Tenure

StuBarnes — Sun, 14 Jun 2026 13:12:25 GMT

I joined Sky in 2010, but 2 years ago I moved from Sky Q to Sky Stream as I moved house and wasn't allowed a satellite dish. My contract was up for renewal too, so I was managing both at the same time. I was advised by a call handler that Stream is different department so a new account would be required, but that I wouldn't lose my tenure (14 years at that point). Fast forward a few months and I noticed my tenure had changed to months and not 14 years. Over the next 12 months I have spoken to Sky 3 times to correct it, but each time it's reverted back. Today I contacted Sky to raise a complaint - better chance of success going this route? - and been told not possible to correct it despite everyone admitting it was Sky ms fault, and I've been offered nominal compensation.

Has anyone else had similar issues and how did you resolve it? Thank you

Re: Lost Tenure

Me134 — Sun, 14 Jun 2026 13:23:31 GMT

@StuBarnes wrote:
I joined Sky in 2010, but 2 years ago I moved from Sky Q to Sky Stream as I moved house and wasn't allowed a satellite dish. My contract was up for renewal too, so I was managing both at the same time. I was advised by a call handler that Stream is different department so a new account would be required, but that I wouldn't lose my tenure (14 years at that point). Fast forward a few months and I noticed my tenure had changed to months and not 14 years. Over the next 12 months I have spoken to Sky 3 times to correct it, but each time it's reverted back. Today I contacted Sky to raise a complaint - better chance of success going this route? - and been told not possible to correct it despite everyone admitting it was Sky ms fault, and I've been offered nominal compensation.

Has anyone else had similar issues and how did you resolve it? Thank you

If you've been offered compensation (not that Sky were obliged to) then grab it with both hands, VIP status is worth nothing.

Re: Lost Tenure

Mark39 — Sun, 14 Jun 2026 13:39:38 GMT

@StuBarnes yes, I also lost my Diamond VIP tenure when I switched to Sky Glass/Stream (happens if you don't have Sky Broadband, apparently). I complained and it was restored, but turns out only temporarily as it has now dropped back again to Gold.

TBH I can't be bothered to get it put right again as the Rewards offered are of no value to me so the different grades make no difference.

If you want it put right, I'd complain.

Re: Lost Tenure

StuBarnes — Sun, 14 Jun 2026 13:47:59 GMT

Thank you for your comment. Whilst I agree that the rewards aren't always worth it, there is still value to them. And overall, it's the principle. Sky make a mistake so why should I be penalised?

Re: Lost Tenure

Mark39 — Sun, 14 Jun 2026 14:06:42 GMT

@StuBarnes Just my take on it. I'm not suggesting you do the same. By all means raise a formal complaint. I'd recommend using the webform option here: https://www.sky.com/help/articles/how-to-make-a-complaint

Tenure Glitch

StuBarnes — Sun, 14 Jun 2026 15:50:08 GMT

I did a home move and migrated from Sky Q to Sky Stream. This triggered a new account setup, and my 14-year Diamond VIP tenure has reset to zero. It would now be 16 years, but I've had 3 failed attempted since then to correct it.. I need a Community Moderator to escalate this to the backend team to bridge my old account history.

This was recommended as a way to resolve it.

Re: Tenure Glitch

Daniel0210 — Sun, 14 Jun 2026 15:54:27 GMT

@StuBarnes

Did you make a complaint as suggested by @Mark39 ?

Sky then have up to 6 weeks to resolve it.

Re: Lost Tenure

StuBarnes — Sun, 14 Jun 2026 16:01:22 GMT

I did, and the outcome was unsuccessful. They offered the ombudsman route. I read online that it is possible but I needed to post the attached to get through to the right person. Worth a shot.