App billing information not correct

[Stevie8]

A few weeks ago I signed up to a new deal over the phone for full fibre 500 at £21 a month and Ultimate TV at £15 a month. 

However, my billing information in the app is showing the broadband at £44 a month. I called Sky and they said this was normal and it would shortly update to the correct prices. But a few weeks later it is still showing that price. 

Is this normal, and just a problem with the app being slow to show the correct contract prices? Or is it likely that Sky have not honoured the prices agreed to on the phone? I've also raised a complaint with Sky to confirm, but wanted to check if this is normal and nothing to be concerned about, or a communication and billing error?

Many thanks

[caesarome]

@Stevie8 

Are your future bills also wrong so they show a charge of £44 as the first bill after activation can be higher as it might cover more than the usual 4 weeks.

[Stevie8]

Thanks for the reply @caesarome. Yes all the future predicted bills are showing the same price. None of them are reflecting the discount I was given over the phone.

[Danz994]

Hi there @Stevie8 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

[Stevie8]

Hi @Danz994 I sent a chat message as you mentioned, but haven't received a reply yet after 2.5 hours. Do you know how long I should wait before trying again? Thanks

[Danz994]

Hi @Stevie8 Your case will be picked up as soon as we can, you don't need to send another message 🙂 Thanks, Danielle 

[Stevie8]

Hi @Danz994 I called Sky yesterdau and they couldn't resolve this so scheduled a call back for 10am today. They never made that call. The then sent me a text message this afternoon saying they couldn't get through. But I'd requested they leave a voicemail, which they didn't do. And I have no record of the call on my phone, so I suspect it was never made. Are you able to please escalate this for me, as I need a resolution urgently before my bill comes out in a few days. Many thanks