@sakthippm wrote:
Dear Sky Senior Management Team,
I am writing to raise a formal complaint regarding both a serious billing issue and an unacceptable customer service experience. After reviewing my previous contract documentation, I now have further clarity on the discount terms — and this makes Sky’s handling of my contract renewal and subsequent billing even more concerning.
Contract and Discount Background In 2024: I took out a Sky broadband contract , which included a Sky Boost discount and Sky Broadband discount. The contract itself had a 24‑month minimum term.
When I moved home in May 2025, Sky created a new 24‑month contrac for Full Fibre 300, again priced at £43.50 . However, Sky appears to have carried over the remaining discount period from the 2024 contract, instead of resetting or re‑explaining the discount terms.(Note that the Discount product in 2024 contract was Sky Superfast Broadband discount but the 2025 contrace had a different discount product in the name of Sky Full fibre 300 in cotract discount) At no point during the 2025 renewal was I informed that:
- The Sky Broadband Boost discount would end in 2026
- , and
- The discount expiry date was being carried over from the previous contract,
- My bill would increase mid‑contract( I am talking about the Discount product as I am aware of the annual bill increase),
- Sky Boost also would end mid contract.
This lack of transparency is unacceptable.
Unexpected Bill Increase In August 2026: my bill increased from £35 to £50 because the Sky Boost discount and Sky Fibre discount ended. I received no communication informing me of this change, no reminder that the discount was ending, and no advance notice of the price increase. This is a failure of basic contract transparency and customer communication.
Customer Service Concerns When I contacted customer care to resolve this issue, the experience was extremely disappointing:
- The representative did not address my billing concern and instead attempted to upsell another product.
- She repeatedly referred back to the 2024 contract, despite acknowledging that my current contract runs until 2027.
- She refused to provide a clear timeline for a supervisor callback.
- After insisting on escalation, I was placed on hold and later told the supervisor was unavailable due to it being the weekend — something that should have been communicated upfront.
Additional Issues Identified After the Call
No confirmation of escalation – Despite the agent claiming she escalated my complaint, I received no reference number, complaint ID, or acknowledgement. It has now been over 24 hours, and I have no way of knowing whether the escalation was genuinely submitted.
- No attempt at customer retention – When I mentioned that I was considering ending my contract, the agent made no effort to retain me. She did not transfer me to a retention team, offer any solutions, or attempt to understand my concerns. Instead, she simply stated that a new provider would handle the switch. This response was shocking and gave the impression that Sky is indifferent to losing long‑standing customers.
- Concerns about training and customer care standards – The interaction suggested that the agent was more focused on dismissing my concerns than resolving them. The unwillingness to escalate promptly, the absence of transparency, and the lack of any retention effort raise serious questions about whether customer care staff are adequately trained.
Requested Clarifications and Actions I request clear and direct answers to the following:
- Why was I not informed during the 2025 contract renewal that the Sky Boost discount expiry date was being carried over from the 2024 contract?
- Why was no communication sent before increasing my bill in 2026?
- Why was my complaint not acknowledged with a reference number or confirmation?
- Why did the customer care agent make no attempt to retain me when I expressed my intention to leave?
- What steps will Sky take to ensure customers receive transparent pricing information and proper escalation handling?
- As a customer of nearly a decade, this experience has left me extremely disappointed. I expect a prompt and thorough response addressing each of the points above and outlining how Sky intends to rectify this situation.
Yours Sincerely,
Sak
First all it a very nice letter to Sky but posting it this forum unfortunately nobody from Sky will possably read it as this forum is made up of fellow users like you self. You need to send it to Sky direct for them to read it.
with respect Sky informing you of when you discounts will end, if looked at your bills they are fully itemise showing not only full list price of each iteam but the amount of discount applied and the end date of that discount, there for if you look at your last previous bill it will probably show that your broadband boost was ending in August 2026. Also if you looked in your products either on the My Sky app or by logging on to you account on the Sky.com web site will also give you the same information of when your various discounts will end.
Though you recontracted in 2025 there is no compelling that the discounts to run for the full period of your minimum term and it quite normal as in your case of broadband boost discount is was only to run till August 2026 I asume from what you have put in your letter ther was no commitment from Sky that your discounts would be extended to to the end of your new minimum period. So the fact that discount period was only carried over for the period of your previous minimum term is in Sky right to do so in the offer they made to you. You should have received a email confirming your new offer which if it was like mine also included the period of when the various discounts started and ended but as I said above the end of discounts is on every monthly bill. Sky do not inform you when your discounts have ended as present have no obligation to do so and expect the subscriber to keep a eye when they will finish either bill looking at you bill or in " my products on my Sky app or logging on to your account on the Sky .com website. As I said you get notifacton when the discount has finished they just apply the full list price to first bill after they have ended.
Of cause now you broadband minium term has ended an now monthly rolling contract to see if you can get cheaper deal from another provider.
