Account amended without permission

[Jamie68]

 

Hello, on Monday 15th December 2025 I received a call from a sky advisor out of the blue asking if I would like to add Sky Cinema for +£3 a month. I politely declined. The advisor said he could reduce my bill by £3.49 a month and add Sky Cinema. Sounded a no brainer so I agreed. 

checked my app and my bill had gone up £3 a month not down and I had my contract extended by + 2 years (originally was due to expire June 2026) so I called up to ask what was going on and as I was in the cooling off period to cancel it back to how it was. I was advised after being passed around several departments, none of which were in the UK I was advised Cinema can be cancelled but they couldn't amend the contract end date. I raised a formal complaint. Thursday I got an email advising Netflix was cancelled which took my account cost down by £6.49, ironicallt to the initial agreed amount when I was called Monday 15th December. I didn't ask for Netflix to be cancelled I watch it, someone at Sky has done this without my consent. Saturday I received an email about my complaint and was advised to verify myself via a link. This took me to the online chat where I had to re explain myself to be told by Pavan I cannot have the contract amended once I've agreed to it - am I in the twilight zone I haven't agreed to any of it, I have just been cheated. I cannot speak with a customer services advisor in the UK and that is the reason for all this mess! I've been with Sky 20 years but once this is sorted it will be cancelled in June!!! 

[Daniel0210]

@Jamie68 

Calls go through to the next available agent, wherever he or she is based.

As you've already made a complaint Sky have up to 8 weeks to resolve it or issue a deadlock letter at which point it can be taken further. 

[caesarome]

@Jamie68 

This link explains the next steps you can take if they do not resolve your issue:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[Jamie68]

I must be unlucky then as I've called >20 times but only hit India. No one seems to have the system access to revert a re-contract during the cooling off period. 

[Jamie68]

This is the point. It's not actually hard to resolve one would think. Someone called me from Sky, lied did something without my authorisation and I'm the one having to try have it sorted to how it was. 

[Jamie68]

Could do with it resolving within the 8 weeks as I am well within the 31 day cooling off period just that no one has the ability to do the reversal. Worst customer service of any company I've ever dealt with. Never used to be an issue used to call up and get sorted within 5 minutes usually via a call centre in Scotland. 

[Anonymous]

"I must be unlucky then as I've called >20 times but only hit India"

You haven't been unlucky at all my friend, Have a look at this:

https://www.bbc.co.uk/news/articles/cdx2179klk5o

Your type of call is no longer dealt with by UK staff, Only some sales and retention calls are take by what's left of the UK staff

Sky is no longer a UK owned company either as its now owned by American conglomerate Comcast who decided that after over paying for Sky they would slash the majority of UK call center and staff

Your 20 plus calls went exactly were they were supposed to bro

Merry Christmas

[Hangus2]

I'm currently going through independent arbitration on this.  For over 20 years, every time I've had a technical problem the agent 'helps' but goes into sales mode.  ("We can add multi-room and Sky HD".  My answer has always been "only got one TV and it's not HD" but these things still get added sometimes.)

Last year I called to say I didn't want HD so they gave me a rebate for that month's (only that month's) HD and Ultra HD.  But now I see that although Ultra has been removed I'm still paying £7 for Sky HD.  In the same call I was offered Sky Cinema.  I asked why, as I'd been a customer for 20 years and never asked for Cinema, would I want it now.  "Well as VIP member you get it free."

Guess what?  They've been charging me.

[removed]

Moderator Actions: Removed allegations

[Daniel0210]

@Hangus2 
To remove part of your TV package you need to contact Sky giving 31 days notice. If you have 'in contract' discounts though you may not be able to remove them, because the discounts were provided on the understanding you’d be paying for the full period. Also make sure cancellation of a certain add-on doesn’t cancel another part of a discount.

You may be able to remove it via this link which includes a message option (usually available between 9am & 7.30pm) or by calling using the number that should appear.
https://www.sky.com/help/articles/change-your-package-2-t2#downgrade