Being charged for a service I no longer have

[john668]

I am a long-term Sky customer who hadn't updated my service for a while and still had the box and dish set-up. However at the end of August I had a couple call from a representative who suggested I move to Sky Stream. So I did as it seemed to suit my needs and was also a lot cheaper. However since then I have received several emails saying  still owe them money for the old service and threatening to refer me to a devt collection agency. I have tried both phoning and emailing Sky but to no avail. Does anyone have any idea what I can do to stop this? Thanks.

[Daniel0210]

@john668 

Sky don't use email for general communication. A couple of questions…

▪️ have you now got Stream?
▪️ if you have, have you received the packaging and returned your Sky Q equipment? 

[john668]

Thanks for your reply. I have tried speaking to people on the phone but nobody seems to be able to help me. I received the Sky Stream equipment the day after the phone conversation and set it up myself. It is working fine (although the emails say my services have been restricted). I haven't returned my old equipment but then I haven't been asked to. Would Sky even want a several-years old box and dish anyway? They're welcome to both if they want to come and pick them up,.

One other thing I've noticed is that although my wep page seems to be much the same (and has as far as I can see, any mention of my old deal) my contract number seems to have changed. The plot thickens.

[Daniel0210]

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@john668 wrote:

Thanks for your reply. I have tried speaking to people on the phone but nobody seems to be able to help me. I received the Sky Stream equipment the day after the phone conversation and set it up myself. It is working fine (although the emails say my services have been restricted). I haven't returned my old equipment but then I haven't been asked to.

That does suggest you previously had Sky+ not Sky Q so the box won't need to be returned. The dish is yours and Sky will NOT remove that for you. 

Would Sky even want a several-years old box and dish anyway? They're welcome to both if they want to come and pick them up,.

One other thing I've noticed is that although my wep page seems to be much the same (and has as far as I can see, any mention of my old deal) my contract number seems to have changed. The plot thickens.

You will have a new account number for Stream. 

What do future bills show on your old Sky+ account? 

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[john668]

Thank you Daniel. I think it was Sky plus. For various - mainly health-related - reasons, I haven't updated anything for years and  ift hadn't been for the guy from Sky calling me up I probably still wouldn't have oone so. Apart from the emails, there seems to be no trace of my old account though. It's not on my webpage so I can't see any way in which I can call it up. So its very strange.