Big complaint

[ElliotGrant]

Starting at the beginning, I wanted to cancel my sky TV, spoke to a representative back in October 2023. Asked you to send out the box's to return equipment. Then you continued to charge me for sky TV for the next two months. My phone gets stolen in which I have Sky protect insurance in which you don't help me because it doesn't cover theft! Then after buying a new phone from somewhere else because you didn't offer I called up multiple time regarding a refund for this TV service that I wasn't using. Told by a advisor to cancel direct debts with Sky because it was to late to stop the order, she was going to call me back to set everything back up. Never got the call back or the refund until I looked at my ClearScore which showed a missed payment from Sky mobile. Called Sky mobile who basically said not there problem they can't help with credit Sky mobile and TV are seprate. Put in complaint to sky TV eventually got the money back near new year. Now in April 2024 Sky Digital have charge me £200 for not returning the equipment. No phone calls just acational emails which have been missed. It's alright for you to phone me yesterday to sell your services again didn't get the call back I wanted today for that! But you can't call me to say gay what happened with our equipment! Do not go with Sky for anything issues all around. Tried to complain to sky today about this terrible signal on the call and I'm with Sky ironically!

[caesarome]

You are not talking to Sky on here as we are all customers like you  so if Sky didn't cancel your account after you gave the required notice then you need to go home then back and give the date and time you phoned to cancel. 

You might want to also fill in the online form to register a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[Mark39]

Have you returned Sky's equipment?

[TimmyBGood]

@ElliotGrant 

I'd suggest you are much more likely to reach resolutions if you separate out those issues: lumping them all together is just going to create complication and confusion.

Sky Protect Device Insurance does not cover theft.

The handling of equipment returns by Unipart Logistics is the subject of repeated complaints in these forums: Sky will typically refund penalties for non-return as long as there's proof of postage.

Whether a cancellation took place needs to be determined by Customer Support, but the request for equipment return should be in your favour.

Cancelling a Direct Debit is rarely a good idea if the status of the service it is paying for is uncertain.

Sky Mobile is a separate operation to Sky Television and Sky as an ISP.

[TimmyBGood]

@ElliotGrant 

Slight correction to what I wrote above: theft and accidental loss protection for mobiles can be added to the standard cover for an additional monthly premium, but isn't included by default.

https://www.sky.com/help/articles/sky-protect-insuring-my-equipment