topic Re: Cancellation charge in Account & Billing

Cancellation charge

Nikkiplay — Sun, 05 Jul 2026 10:31:52 GMT

Got new sky glass yesterday 4 /07/26

This to proved faulty so another was ordered . My so n who is a tv engineer however was able to fix it . Rang Sky to cancel new order two hours after ordering the replacement and had to pay £ 25 cancellation fee . Surly this can't be right . I didn't sign another complaint for this replacement tv and I've kept the original one ordered and only one tv has been delivered to me ! This is robbery . Any help either this issue please . Am a pensioner and money isn't plentiful .

Re: Cancellation charge

caesarome — Sun, 05 Jul 2026 11:09:29 GMT

@Nikkiplay

Have you called Sky since this £25 charge has been applied and spoken to them about ?

Re: Cancellation charge

Nikkiplay — Sun, 05 Jul 2026 12:12:19 GMT

I was on the phone to an advisor and it was him who told me that I had to pay the £ 25 charge . I've sent an email to sky about this saying how rediculous this is and am awaiting a response .

Re: Cancellation charge

caesarome — Sun, 05 Jul 2026 12:14:22 GMT

You would be better served filling in this complaint form as Sky doesn't usually respond to emails:

https://www.sky.com/help/complaints

Re: Cancellation charge

Nikkiplay — Sun, 05 Jul 2026 12:18:40 GMT

Yes thanks . I think it was the complaints e mail I sent and have just got message saying to ring them to discuss my issue. Will do this asap . Have a complaint number . Thanks again for ur advice .

Re: Cancellation charge

MightyQuinn — Sun, 05 Jul 2026 12:31:45 GMT

Hi @Nikkiplay Would they have charged you if you allowed them to deliver a new TV?

Re: Cancellation charge

Nikkiplay — Sun, 05 Jul 2026 13:08:23 GMT

That is the big question ! I actually said to my husband to let them deliver the replacement tv and c what happens . We we sent a faulty tv . We spent all morning trying to get it up and running . I was on the phone to an advisor for about an hour and he agreed that the tv was my right . He then suggested we order another one which we did but our son managed to get the faulty tv up and running something the so called experts could do . I Then rang about an hour later to let them know to was ok and to cancel the replacement and was told would cost £25 . I sort of lost it on the phone cos was so insistent I wasn't going to pay this. But hubby took over and payed it !

Re: Cancellation charge

DaveDrizen — Sun, 05 Jul 2026 14:12:01 GMT

@Nikkiplay wrote:
That is the big question ! I actually said to my husband to let them deliver the replacement tv and c what happens . We we sent a faulty tv . We spent all morning trying to get it up and running . I was on the phone to an advisor for about an hour and he agreed that the tv was my right . He then suggested we order another one which we did but our son managed to get the faulty tv up and running something the so called experts could do . I Then rang about an hour later to let them know to was ok and to cancel the replacement and was told would cost £25 . I sort of lost it on the phone cos was so insistent I wasn't going to pay this. But hubby took over and payed it !

They should have just actually been replacing the faulty tv which under uk consumer law you are entitled to, not ordering a second Tv and the agent you spoke to was wrong to tell you had to " order" a second as these breaches your rights under consumer law. You then phoned and explained that first Tv was now working and therefore the " replacement " was not necessary. Therefore there should be no canclation fee as you should not there should not have been actually been thing like a second order just a replacement for the first faulty one and you were just advising them that the replacement was not need as the original was not working . If I was you I would get back on the phone and demand a refund of the £25. To my way of thinking to make such a.charge breaches your rights under consumer law as if a item though faulty it should be replaced free of charge. If they were treating the second TV as separate order and they were charging you for it and then refunding you for the first when they got it back. Another thing under consumer law they are not allowed to do. If a item is faulty out of the box as in you situation you are entitled to be replaced at no charge to you, what ever ever the circumstances and they are not allowed to tell you have to order second one first. And never mind if the don't immediately refund the cancellation fee, I would not even go though Skys complaint process, I would tell them that unless the refund was immediately forthcoming you will making a formal complaint against them to trading standards as under consumer law in these circumstances you are entitled to to do.

Re: Cancellation charge

Nikkiplay — Sun, 05 Jul 2026 14:35:43 GMT

Thank you very much much for ur detailed response reply . I didn't think it was right for sly to charge me £25 . I've sent a complaint to them and I got a message to ring them about this issue and I will b forearmed with the information in ur reply . Can't ring until 2 morrow but will post the outcome . Thanks again to u all

Re: Cancellation charge

DaveDrizen — Sun, 05 Jul 2026 14:38:27 GMT

@Nikkiplay wrote:
Thank you very much much for ur detailed response reply . I didn't think it was right for sly to charge me £25 . I've sent a complaint to them and I got a message to ring them about this issue and I will b forearmed with the information in ur reply . Can't ring until 2 morrow but will post the outcome . Thanks again to u all

That ok have a look on your bill and see if they tried to charge you for you second order

Re: Cancellation charge

SKY1992bf — Sun, 05 Jul 2026 14:54:03 GMT

@Nikkiplay in what way was the original tv faulty and what exactly did your son have to do to get it fixed? Hopefully he didn't have to do anything drastic like open the back of the unit as that would almost certainly null and void the warranty

Re: Cancellation charge

Nikkiplay — Sun, 05 Jul 2026 15:12:58 GMT

We couldn't activate the tv. . It wouldn't download the software to set it up

it was on a loop and we couldn't get any further . On with sky for over an hour an was asked to do reset several times but no luck I honestly don't know what he did. No the back wasn't opened . He a to engineer He did something with the wifi

Cancellation charges

Nikkiplay — Sun, 05 Jul 2026 20:17:46 GMT

Got new sky glass 2 day . Unable to activate it and got lots of phone help from sky but it still didn't work was advised to order a new tv by advisors . Son arrived and managed to get to working but advisors couldn't do that . Rsng to cancel the replacement

approximately 2 hours later . Told we had to pay £ 25 cancellation fee 😡😡 Totally unfair unacceptable and day light robbery. Ther tv had a fault son fixed it when experts couldn't and we are £ 25. Out of pocket 😡😡. S we have been with sky for over 26 years . Think I will cancel

Re: Cancellation charges

Mark39 — Sun, 05 Jul 2026 21:03:02 GMT

@Nikkiplay I'm not sure why you posted again in the Glass forum. I've added your post to your exist9ng thread.

Re: Cancellation charge

Nikkiplay — Sun, 05 Jul 2026 21:08:55 GMT

Hi mark

this is my first time using this forum and I wasn't sure that my first post had gone through . Learning all the time 👍

Re: Cancellation charge

Nikkiplay — Sun, 05 Jul 2026 21:20:00 GMT

Thank you for escalating my post . I didn't know what you were talking about when I read ur reply . Look 4ward to 2 morrow morning . Ta

Re: Cancellation charge

caesarome — Sun, 05 Jul 2026 21:26:38 GMT

Nobody has escalated your post as this isn't something the Sky messaging team can help you with.

Re: Cancellation charge

Mark39 — Sun, 05 Jul 2026 22:28:58 GMT

@Nikkiplay wrote:

Hi mark

this is my first time using this forum and I wasn't sure that my first post had gone through . Learning all the time 👍

Not to worry. We were all first time posters at one point! 🙂

Re: Cancellation charge

DaveDrizen — Mon, 06 Jul 2026 08:03:46 GMT

I think it total out of order that Sky make a charges for just cancelling a order what ever the circumstances. Many of there competitors do not such a things in most cases they do reverse and if you even change you mind you can cancel or return the goods unopened for a full refund and no charge made for cancellation.In past few weeks I order somthing from Amazon a tv firestick but due circumstances I changed mind even it was out for delivery I got it cancelled for a full refund and no charge for can canclation. I was even told if it did turn up just to refuse delivery and there would be no charge just a full refund. Amazon like many other companies also offer a return service if you just change your mind , once even delivered you have certain period to return the item unopened for a full refund also Argos do Simlar thing you can return items within a 3 0 day period after puchase just for you changing mind no cancellation fee just a full fund. Also in the instance of the original post this should have never been a second order as it should have just been a replacement for a out box fauly item, which the puchase manged to get working so informed Sky the replacement was not need there should have been no extra cost involved in fact as I said under consumer law the purchaser is entitled to to free replacement delivered to there address at no cost to them and if it found that replacement was not need there should charges applied because of this.

Re: Cancellation charge

Nikkiplay — Mon, 06 Jul 2026 08:32:26 GMT

Hi just an update on my post . Rang Sky this morning and got my cancellation fee refunded. Such a lot of stress that could have been avoided . Thanks to all who helped . 👍