topic Complaint in Account & Billing

Complaint

Phil+Morley — Sat, 27 Jun 2026 08:50:15 GMT

Your engineer added sports and cinema for free for 2 months due to terrible WiFi and internet issues I tried to cancel both via app but today noticing my bill was high noticed sports package hadn't been cancelled When speaking to your agent on the phone he tells me it takes 21 days to cancel a package so I still have to pay until July he also said I cannot cancel sports until July once cinema has been cancelled !!!! I asked to speak to manager he said he would tell me the same I again asked he said his manager was busy in a meeting clearly lying to me. I asked to be put through to complaints he said that he wouldn't as I have to complain on the app I explained I'll be looking to cancel package when out of contract next month, he didnt care absolutely terrible service Come on sky sort this mess out 0 out of 10 satisfaction

Re: Complaint

Daniel0210 — Sat, 27 Jun 2026 09:19:03 GMT

@Phil+Morley

Absolute rubbish. You can cancel more than one add on at a time.

Cancel PART of your TV package:
You need to contact Sky giving 31 days notice. If you have 'in contract' discounts you may not be able to remove them, because the discounts were provided on the understanding you’d be paying that discounted price for the full period. Also make sure cancellation of a certain add-on doesn’t affect another discount.

You may be able to remove it via this link which includes a message option (usually available between 9am & 7.30pm) or by calling using the number that should appear.
https://www.sky.com/help/articles/change-your-package-2-t2#downgrade

My understanding of Customer Service call centre Managers (and I may be wrong) is that they are there to supervise, support and advise their agents and are not particularly public facing.

This link explains the methods of making a complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint

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/

Re: Complaint

MightyQuinn — Sat, 27 Jun 2026 09:21:26 GMT

@Phil+Morley wrote:
Your engineer

Hi @Phil+Morley Sorry, not our engineer, please see Welcome below. How to make a Sky complaint

Re: Complaint

DaveDrizen — Sat, 27 Jun 2026 10:28:24 GMT

@Phil+Morley wrote:
Your engineer added sports and cinema for free for 2 months due to terrible WiFi and internet issues I tried to cancel both via app but today noticing my bill was high noticed sports package hadn't been cancelled When speaking to your agent on the phone he tells me it takes 21 days to cancel a package so I still have to pay until July he also said I cannot cancel sports until July once cinema has been cancelled !!!! I asked to speak to manager he said he would tell me the same I again asked he said his manager was busy in a meeting clearly lying to me. I asked to be put through to complaints he said that he wouldn't as I have to complain on the app I explained I'll be looking to cancel package when out of contract next month, he didnt care absolutely terrible service Come on sky sort this mess out 0 out of 10 satisfaction

Yes if you cancel part of your package on one day i.e in your case Sky cinema and then later want to cancel another part you have to allow the first cancellation to take affect before you cancel another part again. However as in you case if you cancel two items of your package at the same time proving there is no minimum term with either you should be able to do both at the same time. I did exactly that earlier this year when I wanted cut down due to April increase. I cancelled Muliroom, ultimate tv pack (Netflix) post to Netflix and UHD subscription all at the same time giving the required 31 day notice no trouble to do, the customer service advisor done it there then, also got offered extra discounts on the rest of my package that nullified what was being increased in April as well,