topic Contract Price Not Honoured After Sky Setup Error in Account & Billing

Contract Price Not Honoured After Sky Setup Error

MartyB1 — Mon, 10 Aug 2026 15:31:53 GMT

I signed up for the £41 ultimate tv and broadband combo. After a few days it was discovered that Sky had made an error in the setup and advised me to cancel and take a new contract. I was unhappy as this delayed my broadband activation by a further 4 days and I was promised £50 credit as compensation. One week later I got my first bill and it was much more expensive than I had expected. I phoned Sky who explained that when the sales team set my contract back up they did not apply the appropriate offers, they also did not advise me of any increased costs on that call. I was then advised that it would take 7 days to remedy this and I'd be refunded for any overpayment. One week later I phoned to query what the current situation to be told that nothing had been done because they can't offer that price to existing customers! They said I could either leave Sky or pay the higher contract. I explained that I had signed a contract for £41 which they agreed but they were adamant that they could not do anything for me to honour that. They also advised that there were no notes pertaining to the £50 credit.

This actually feels fraudulent

Moderator note: Edited discussion title for clarity.

Re: Fraudulent Customer Service

N_chill — Mon, 10 Aug 2026 11:57:14 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Fraudulent Customer Service

DaveDrizen — Mon, 10 Aug 2026 12:17:03 GMT

@MartyB1 wrote:
I signed up for the £41 ultimate tv and broadband combo. After a few days it was discovered that Sky had made an error in the setup and advised me to cancel and take a new contract. I was unhappy as this delayed my broadband activation by a further 4 days and I was promised £50 credit as compensation. One week later I got my first bill and it was much more expensive than I had expected. I phoned Sky who explained that when the sales team set my contract back up they did not apply the appropriate offers, they also did not advise me of any increased costs on that call. I was then advised that it would take 7 days to remedy this and I'd be refunded for any overpayment. One week later I phoned to query what the current situation to be told that nothing had been done because they can't offer that price to existing customers! They said I could either leave Sky or pay the higher contract. I explained that I had signed a contract for £41 which they agreed but they were adamant that they could not do anything for me to honour that. They also advised that there were no notes pertaining to the £50 credit.
This actually feels fraudulent

When you signed up for the £41 deal was that as a new or existing customer. If it was new customer and then for some reason you were advised to cancel and reset it up that should have been as a new customer not as exsisting customer as the new contract should have been a replacement to the original not a new contract as exsisting customer as you can not be considered an exsisting customer as you did not have service with the original contract as a new customer. I presume you had a confirmation email of your original offer if so I would take it further and insist that they honor that original offer of £41 as from what you say it was Sky decision to cancel the original contract and re set it up an should be on thec offer even though the Sky that up the second contract mistakenly did apply the iffers that was originally agreed. If Sky are are adamant that won't honour it you can either put in official complaint and take all the way up to the onwardsman or as you probably your cooling off period tell them that you want to cancel and take you customer elsewhere . I wouldn't mind betting telling them that may make them reconsider.

Re: Contract Price Not Honoured After Sky Setup Error

Stockport1218 — Wed, 26 Aug 2026 03:23:15 GMT

I have a very similar issue , agreed a new contract amount of 106.20 a month, this month they have taken 171 and showing 162.00 for next month .. appalling service