topic Re: Retentions Team UK in Account & Billing

Retentions Team UK

Anonymous — Fri, 26 Sep 2025 18:33:53 GMT

I'm a Sky Diamond customer, been with Sky for 23 years. I have the full Sky Q package and my contract ends in October. Each contract renewal I call the retentions team, and would speak to someone in the UK, usually based in Scotland. They have always been very knowledgeable and helpful, and have found the right package for me to renew. This year's renewal process is horrendous, I can't get through to anyone in the UK. I've made around 20+ phone calls each time being put through to the call centre in India. There seems to be a complete lack of knowledge and understanding of what my customer needs are. I've had a whole range of answers, some saying there is nothing they can do, some saying they can reduce my package price (a range of different prices), some saying it would be more than the renewal pricing offered by Sky, there is just no consistency, and nothing offered is anywhere near my previous contract pricing. It really is terrible customer service from Sky, and very frustrating. I'm left now thinking that after 23 years I should cancel my TV contract which is not something I wanted to do.

Re: Retentions Team UK

Daniel0210 — Fri, 26 Sep 2025 18:38:07 GMT

@Anonymous
Calls go through to the next available agent, wherever they may be based.

Significant discounts are harder to come by these days so if you’re offered something acceptable be prepared to agree to it there and then because if you decide to think about it the offer is unlikely to be available when you call back. Also remember you’re not a new customer so don’t expect anything close to a new customer deal.

If you decide it’s no longer value for money and you’re thinking of changing providers remember that in 18/24 months time you'll be in the same position with that company at which point you'll be able to return to Sky and benefit from the new customer discounts available at that particular time.

Re: Retentions Team UK

Anonymous — Fri, 26 Sep 2025 20:04:12 GMT

Thank you for your reply, which is of absolutley no help.

Re: Retentions Team UK

Mark39 — Fri, 26 Sep 2025 20:18:04 GMT

But pertinent to your post and absolutely correct.

If there's a particular question you would like some help with, let us know.

Re: Retentions Team UK

Anonymous — Fri, 26 Sep 2025 20:29:09 GMT

Thank you for your reply, it's great to see that on this forum Superusers are so Superuseful.

Re: Retentions Team UK

Mark39 — Fri, 26 Sep 2025 20:51:02 GMT

Still no idea what they wanted help with.....

Re: Retentions Team UK

Colette21 — Mon, 20 Apr 2026 13:44:17 GMT

Just had same experience. Hung up on several calls and just want to speak to someone that understands. Always been great up till now. I've been with sky over 25 years will now consider changing as can't sort out new offer

Re: Retentions Team UK

PandJ2020 — Mon, 20 Apr 2026 13:58:05 GMT

@Colette21 wrote:
Just had same experience. Hung up on several calls and just want to speak to someone that understands. Always been great up till now. I've been with sky over 25 years will now consider changing as can't sort out new offer

Most recently I've always used the chat service to negotiate a deal. Never had a communication issue.

Re: Retentions Team UK

Jolan1611 — Tue, 11 Aug 2026 08:57:34 GMT

I am a long standing customer too and also have my mobile with Sky. It has been horrendous trying to get through to retention's department. I want to speak to someone in the UK not India, no offence, and also be able to understand their accent. I'm losing the plot with Sky and have had a better deal offered from Virgin Media.

Re: Retentions Team UK

Daniel0210 — Tue, 11 Aug 2026 09:02:57 GMT

@Jolan1611 wrote:

and have had a better deal offered from Virgin Media.

@Jolan1611

That will be because you're seeing a new customer offer. You aren't a new Sky customer so any renewal figure is unlikely to be on the same level.

Re: Retentions Team UK

Anonymous — Tue, 11 Aug 2026 09:15:29 GMT

"I want to speak to someone in the UK not India"

Quicker finding a unicorn now that the majority of the Sky support conducted from overseas, Has been for years friend

Guys in India, Africa and Bulgaria are OK as long as you behave on the call and listen to what they are telling you... And also don't expect a huge discount to resign for 24 months

A £5 or £10 a month discount these days with Sky is classed as a win

Re: Retentions Team UK

Gorn777 — Tue, 11 Aug 2026 12:13:33 GMT

Im having similar issues. Was offerered a price by them on phone and so far not been honoured. Prices still show too high for the monthly cost. My cooling off period is fast approaching. If they havent sorted it out by then I will be leaving. 17 years diamond customer (it doesnt mean anything)..

Re: Retentions Team UK

PandJ2020 — Tue, 11 Aug 2026 12:23:42 GMT

@Gorn777 wrote:
diamond customer (it doesnt mean anything)..

You get free roaming. https://www.skygroup.sky/en-gb/article/sky-brings-free-global-roaming-to-millions-of-loyal-customers-when-they-choose-sky-mobile

Re: Retentions Team UK

Daxing — Wed, 12 Aug 2026 05:52:20 GMT

After 25 years with Sky as a Diamond VIP, I’ve finally decided to leave. I was paying £110 a month for Sky Q, and the best offer I was given was £95 for Entertainment and Cinema, no sports, and I don’t even have Sky broadband.

Sky Stream no discount and would have cost me £90 pretty much the same, yet new customers can get it for £57. After a quarter of a century, I expected something better, but retentions didn’t offer anything meaningful.

So I’ve cancelled, and my services end mid‑September. I never thought I’d actually do it, but I feel oddly liberated now. I may look at NOW TV instead as at least it’s flexible and I can dip in and out as I want.

I think once you cancel the grass is greener on the other side.

Re: Retentions Team UK

Gorn777 — Thu, 20 Aug 2026 15:11:02 GMT

Apparently the offer I was given by the agent was rejected by management but that info didnt get filtered down to me so youre left on the default price conveniently enough only when your bill comes through you realise. 3 calls later it finally get resolved using the online chat thing.

Re: Retentions Team UK

BinBootin — Thu, 20 Aug 2026 15:50:02 GMT

I'm the same I tried to cancel my mobile and was told I was entitled to sky sports and Netflix for free for two months. I was assured it was free. I'm in my sixties and due to poor health am having to claim some help benefits so money is tight. I was paying £25 a month for basic broadband and tv and since my free for two months my bills have almost doubled. I phoned the customer service and they said they had reverted to my original plan but this is not the case. I keep getting through to India for help services but I feel they are taking the micky, saying they have done what I requested and could I give them a five stars for the help. Sick to death of sky help and am psyching myself up to phone again. Useless customer support and difficult to understand

Re: Retentions Team UK

DaveDrizen — Thu, 20 Aug 2026 17:13:13 GMT

@Daxing wrote:
After 25 years with Sky as a Diamond VIP, I’ve finally decided to leave. I was paying £110 a month for Sky Q, and the best offer I was given was £95 for Entertainment and Cinema, no sports, and I don’t even have Sky broadband.
Sky Stream no discount and would have cost me £90 pretty much the same, yet new customers can get it for £57. After a quarter of a century, I expected something better, but retentions didn’t offer anything meaningful.
So I’ve cancelled, and my services end mid‑September. I never thought I’d actually do it, but I feel oddly liberated now. I may look at NOW TV instead as at least it’s flexible and I can dip in and out as I want.
I think once you cancel the grass is greener on the other side.

I know post is week or so old but just read, who ever you spoke to at Sky and quoted you £95 for just entertainment and sky cinema and presume the HD add on is well over charging you. As the list monthly price for Sky signature on Q £42.50,the list months and the ultimate tv entertainment on stream is even cheaper, the,price for sky cinema on stream is £17 Which a grand monthly total of £59.50 maximum so what is the extra £35 50 a month is for? This would be priced on monthly rolling contract and as they are list prices no discounts. If you was paying £110 on your old SkyQ contract for just the same products the total list prices for the plus the HD add on is only £6.50 so did also have something else like muliroom as well as £65.50 is the maximum you should be paying for just those 3 products with just a main box.

Re: Retentions Team UK

RetroDave — Thu, 20 Aug 2026 17:11:21 GMT

Just dump them, I've been a customer now for 27 years! both myself and the wife's viewing of TV has changed so much over the last couple of years, so decided to make the change.

I was going to see what sort of offer I could get to stay with my SkyQ, and went through to some overseas call center, and ended up speaking with someone who obviously didn't give a monkeys about my 27 years, so I've cancelled, and the 14th September it ends.

Around £80 a month in my pocket, little freely box by Manhatten purchsed and set up to take Sky's place. I'll dip in and out of NowTV and the sports pass, mainly for the darts at Christmas, but other than that, I'll rotate the streaming services occasionally for a month at a time and we'll watch what's new and move on to the next one.

Bottom line is Sky really don't care, personally I don't think they ever have, and blimey it feels good to wave them goodbye 👋

Dave