Can't get my pricing resolved

[MB567]

Not sure if anyone else has experienced this....Sky increased my prices. After numerous attempts to speak to retentions to discuss the price rises, I finally got a case reference as the agent I spoke to also could see that the prices rises did not make sense as I have a 2 year contract so prices should apply for 2 years.  He promised me that the issue would be resolved and that he would contact me himself with an update within 5 days. Of course, that didn't happen. It seems the only way to get hold of Sky to discuss the issue is to call the main number, be put through to various teams, repeat yourself until they finally put you through to retentions, who just told me the agent I last spoke to will help. I have various case references and a complaints reference but no solution. Anyone have any ideas on what next?

[Daniel0210]

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@MB567 wrote:

the prices rises did not make sense as I have a 2 year contract so prices should apply for 2 years.  

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@MB567 

The discounts remain for the 24 months. The basic price usually rises in April for UK customers after a price review. You'll get another price review next April (no doubt resulting in another rise). 

[MB567]

Yes that is what I understand. But the discount stopped after 12 months and the sky agent noticed that - but getting hold of sky to rectify it is a problem 😞

[Daniel0210]

@MB567 

Sky will aim to resolve a complaint in 10 days but really they have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/ 

[DaveDrizen]

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@MB567 wrote:

Yes that is what I understand. But the discount stopped after 12 months and the sky agent noticed that - but getting hold of sky to rectify it is a problem 😞

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When you took  out your 24 minimum term did it say that some discounts were only for part of that minimum term i.e in you case 12 months. It should have said the period of the discount in the confirmation email you should received when your contract started, Also if you look in your previous bills it will show against a item the date the discount will finish.

[DaveDrizen]

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@Daniel0210 wrote:

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@MB567 wrote:

the prices rises did not make sense as I have a 2 year contract so prices should apply for 2 years.  

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@MB567 

The discounts remain for the 24 months. The basic price usually rises in April for UK customers after a price review. You'll get another price review next April (no doubt resulting in another rise). 

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Not necessarily it possible that some item will have a discount for part of the minimum term.