Aligning billing dates

[Me134]

Oh dear Sky, I phoned up to remove a 2 month free UHD add-on and she persuaded me to align my TV & BB contract dates as they were a couple of months apart. This was to my advantage apparently as I'd get an email about the BB minimum term running out which was the later of the two but not the TV, so avoiding paying full whack for a couple of months or more.

She sent me 3 emails and asked me to check them and especially the 'Key Facts' link which gave me an error, so she read (some?) of them out to me. Imagine my delight on checking the email that arrived an hour after we'd finished the call to see that yes, the contract end dates were aligned but the discount periods bar the 'In Contract' discount weren't. So at the moment I'd have 4 months of full price Signature and 2 months of full price broadband.

Strange that she never mentioned that.

[AceRimmer]

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
 

[Me134]

As an update, someone (eventually, as in the next day) replied but seemingly wasn't reading anything I wrote and kept giving me answers to questions I hadn't asked. She basically gave me the brush off, not dissimilar to the way the agent on the call did.

If the account can update to show the new end of minimum term dates, why can't it do the same for the end of the discounts?

I've used the online complaints form and I'll see if I can get any sense from that. I've asked them to either align them to the new date or just revert to the original end dates.

I've still got charges showing on the next bill for the 2 month free Sky Sports package which is already set to cancel within the 2 months, they "assured" me that that will change before it's paid as well.

My ace in the hole is that as I'm on Q, come the April rises I can just cancel both and have done with them.

[Me134]

I've not had to use customer service for a long while but I'm now beginning to see why people sometimes seem unduly upset about Sky's "help" desk.

I filled in the online complaint form on 17/06/2026 and received a reply on 18/06/2026 apologizing blah blah blah and promising they were working to resolve this. They also asked for "proof of the original contract end dates that were discussed or agreed previously" which seemed odd to say the least.

I sent screen shots of them regardless (TV & BB) not that the BB contracts have an end date anywhere. This was sent the same day (18/06/2026)

Their reply on 19/06/2026 spent half of the email explaining why they requested end of contract dates for early termination fee queries, which of course I'd never asked about and weren't part of my complaint. The rest of the email was the following which sounded suspiciously like they were planning to close the complaint despite the last line:- 

If you have any further questions or need help finding specific contract information, please let me know. You can also access self-help resources and guides online for more details about your Sky products and contract terms.

I'm here to help and ensure your concerns are addressed. If there's anything else you'd like to discuss or clarify, please feel free to ask.

Please be assured that your complaint will remain open until all issues are fully resolved.

I replied the same day (19/06/2026) asking once more for them to adjust the dates of end of contract and discount periods to align. I also asked for them to confirm that as a Q and BB customer would the April price rise in 2027 still allow me to leave penalty free and if I could not get a resolution to this, what is the complaint escalation procedure.

They sent me 2 emails yesterday (21/06/2026, but not as a reply to my previous email on 19/06/2026), the first one (Sunday at 20:10 21/06/2026) stated:-

We've tried contacting you about your complaint but haven't been able to get hold of you. If your issue is still unresolved please contact us so we can help.

If we don't hear from you, we’ll assume everything is resolved and close your case within 28 days of the date of this notification.

And no, they had not tried to "get hold of me". No email and no calls on landline or mobile.

The second email arrived all of 4 minutes later, stated:-

As we did not receive any further response from you regarding this case, we have closed the complaint from our end, as we believe the resolution has been shared or the issue resolved.

If you would like to re-open the complaint or discuss it further, please reply to this email with your complaint reference number, and we will be happy to assist you.

If there is anything else you would like to clarify or if you have additional feedback, please let us know.

We are here to help and ensure your concerns are addressed.

Well, as long as you're there to help Sky...

That's a call, a chat on here, and 3 emails I've sent and I've had absolutely nothing useful from any of them so far. I've "re-opened" the complaint.

[TSMandez]

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
 

[Me134]

@TSMandez Thank you, I'll keep an eye out for it but the first one told me they couldn't help (after telling me what my contract end & discount dates were which was the point of my complaint), I don't know what another one is going to add.

[Me134]

@TSMandez Happy to report that I was wrong, chatted with Jason and both the 'end of terms issue' and the messed up 'Sky Sports free offer' were resolved late on yesterday. It did take 5 or 6 previous contacts to get to this but notably, all of the previous contacts were via India(?), this one was I believe in the UK.

It makes me wonder what the foreign call centres remit is and how much access they have to correct mistakes. Will Sky ever follow suit with BT and revert back to more UK contact centres, one can dream.