topic Re: How to proceed in Account & Billing

How to proceed

JayJayboy — Mon, 28 Sep 2026 14:50:20 GMT

I have posted about our problems trying to move from SKY HD+ to Sky Q and lower the price of the package, which if we stay with Sky HD goes up almost £30.

Last week we spoke with customer call dept Scotland and deal given for Sky Q on Friday we called back to accept. Arranged engineer and date instastallation. Told email would follow with pricing etc and appear in account etc. Having received no pricing phoned again today and Sky have admitted there is quote on our account, but cannot move foward with it and have to wait till nearly end of week to see if a manager can activate it.

Got email just and it all relates back to Sky HD + and the price increases

TV services combined monthly price:

£64.50 a month applies initially (18 days)
£88.50 a month then applies (3 months and 12 days)
£94.00 a month then applies (20 months)
£122.00 a month thereafter

Hubby has spent over and hour trying to sort this out. To add insult to injury the above total is now £6.00 higher the the original letter we got through post 2 weeks ago.

It really is a nightmare. I have told hubby I wont it gone now. It simply is not worth the effort.

We have the names and times of all agents we have spoken with.

Please can someone give advice. Latest is we simply have to wait till end week for a manager to sign it off.

Re: How to proceed

caesarome — Mon, 28 Sep 2026 15:05:32 GMT

@JayJayboy

Try putting a complaint in as you should get some feed back as a response to this:

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

Re: How to proceed

JayJayboy — Mon, 28 Sep 2026 15:13:27 GMT

Just received another message while on forum and says

We're writing to confirm that you have agreed to take up the following fantastic offers.

It relates to SKY HD and says we have accepting contract. Says nothing about Sky Q and engineer still showing as coming to fit SKY Q and date.

Am in tears here....Hubby away and all this stuff landing in our email.

Re: How to proceed

caesarome — Mon, 28 Sep 2026 15:15:32 GMT

@JayJayboy

Does anything show here about the installation:

https://www.sky.com/ordertracking

Re: How to proceed

JayJayboy — Mon, 28 Sep 2026 15:33:08 GMT

Yes it gives under my orders date placed and engineer time etc plus Your pre actives subcriptiom Multiscreen, Sky Q Apps, Ultimate TV Pack. Schedule to go live to be confirmed. as of 25/9.

All the things sent today relate to SkyHD and contract as today date.

Thank you

Re: How to proceed

caesarome — Mon, 28 Sep 2026 15:37:46 GMT

@JayJayboy

When is your Q box due to be installed as I would leave it until after this has been done to look into the pricing because at present you are still a Sky+ customer which might be why these emails do make any mention of Sky Q.

Re: How to proceed

JayJayboy — Mon, 28 Sep 2026 17:41:58 GMT

Sorry for delay....walk with dog to calm down was required . The Q box is due aweek Friday. We do have it confirmed that the agent whom originally spoke has quoted us is on our account. So that is something.

Thank you for you help, husband feels we have to take the agent today at her word and have been assured that she or manager will be in contact Thurs>Fri if not we will decide if complaint or leave it as you mention.

Just to add having looked at the projected billing on account it related to SkyHD cost for next few months at a lower price than we are presently paying today for our HD plus it stated we had Sky Ultimate and Netflix Disney+ (if only).

The wonders of Sky.

Re: How to proceed

JayJayboy — Thu, 01 Oct 2026 10:52:04 GMT

Well My Sky account still showing new contract for Sky+HD etc......but a Sky Q viewing card arrived yesterday so think Q is going ahead.

Fingers crossed all gets sorted.