topic Re: Two Tier System in Account & Billing

Two Tier System

Drumcall — Sun, 11 Oct 2026 13:03:39 GMT

Sent this letter to Sky and got no satisfaction and eventually they said they could not give me this dynamiic offer as it was no longer availablr and quoted me a dearer offer.. All the time they dodged references to new customers. I have other concerns but this lack of a new deal is my main one.. Is there an independent ombudsman I can refer my case to?

Hi,

I have recently agreed my Sky package which now has a combined monthly cost for TV and Broadband of £143 for the next 24 months.

However, it appears to be far above the price Sky is offering new customers for the same services.

I have been with SKY (apart from a couple of years) since it was BskyB and am concerned that new customers appear to be treated significantly better than loyal regular customers.

I should point out that my most recent “contract deal” was put together by Aris? one of your Customer Champions.

If the monthly cost is correct, I must ask myself how long has this been going on?

I am advised Sky Full Fibre 150 is currently available to new customers at around £22–£24 a month, and the equivalent TV package — Ultimate TV with Netflix, Disney+, HBO Max, discovery+, plus Sky Sports Complete and Sky Cinema — comes to around £88 a month in total.

That means a new customer today would pay about £88 a month for the same content I’m being charged £143 a month for.

I’m paying £41 a month for broadband and £102 a month for TV, which is £55 a month more than the new‑customer rate. Over the contract term, that’s a very large difference.

I’m now at the point where I’m ready to cancel my Sky services unless you can bring my pricing in line with current new‑customer offers.

I’m happy to stay with Sky, but only if there is a significant reduction to my monthly cost.

Please let me know what you can do.

Re: Two Tier System

Mark39 — Sun, 11 Oct 2026 13:07:44 GMT

@Drumcall you don't have a case, I'm afraid. Discounts can be whatever Sky decide. You won't be paying more than the standard list price, even with no discount.

Re: Two Tier System

Daniel0210 — Sun, 11 Oct 2026 13:09:05 GMT

@Drumcall
If you are new to the forum or this is your first post then welcome to the Community, which is predominantly made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here.

The first sentence of your letter states you agreed the offer.

New customers are offered good discounts as an incentive to join. Most companies do this now. You probably took advantage of such a new customer deal when you first joined Sky.

Skys owners (currently Comcast) do appear to prioritise getting new customers over retaining long standing ones. Other providers do this too so it seems to be usual practice.

Re: Two Tier System

PandJ2020 — Sun, 11 Oct 2026 13:11:31 GMT

@Drumcall wrote:
That means a new customer today would pay...

But you're not a 'new customer'...

Re: Two Tier System

TimmyBGood — Sun, 11 Oct 2026 15:14:47 GMT

@Drumcall wrote:

Is there an independent ombudsman I can refer my case to?

In the UK the industry regulator is Ofcom, but they have very little power over pricing and absolutely don't require ISPs or television providers to offer new customer prices to existing subscribers.

Essentially the only sector where that's a regulatory requirement is car and home insurance, where the FCA has much greater oversight.

Re: Two Tier System

2muchTV — Sun, 11 Oct 2026 16:29:45 GMT

@Drumcall "... I’m now at the point where I’m ready to cancel my Sky services unless you can bring my pricing in line with current new‑customer offers.

I’m happy to stay with Sky, but only if there is a significant reduction to my monthly cost."

Are you eligible to cancel and without penalty?

You have committed to a contract and Sky will expect that you honour what you agreed to.

By agreeing to £143 per month, I assume, it is an amount that you were comfortable with paying.

Unfortunately for you, what new customers pay is irrelevant to your case.

Looked at from the perspective of Sky/Comcast- I suspect that they regard you as an ideal & profitable customer 😬

Best of luck