Cancel an upgrade

[KeithH99]

This is for my Father In Law (who gets confused). Someone from Sky has rung him to suggest an upgrade to multi room. He claims he told them he was not sure and to send him some paperwork but, needless to say, Sky have taken that as meaning Yes please, sign me up and he has been told an engineer is visiting on the 9th to carry out the work needed. He does NOT need multiroom and the extra £5 is a complete waste. As he is confused I have agreed to cancel this for him but no matter how hard I try, Sky make it almost impossible to cancel this upgrade and I am not sitting on the phone for 45 minutes to tell them this. I have told my Father in Law to not let any engineers onsite and, if needed, call me on the 9th and I will come and chat with them. However, he gets worried and I would like to stop that even happening. Does anyone have any suggestions as to how I can get this upgrade cancelled without having to sit on the phone for 45 mins? I appreciate call centres are busy but just extra frustrating as this is Skys fault not ours. Thanks

[SKY1992bf]

@KeithH99 Your not talking directly with Sky, this is a customer helps customer forum only with no account access,you can’t cancel/downgrade online I’m afraid

if you wish to cancel/downgrade choose an option on the link below (which includes a message service - not available in ROI) (just click on yes I need more help)

or If you have sky talk landline or mobile call 150

https://www.sky.com/help/articles/cancel-sky-tv#M1014

Note that if your within a minimum term (most Sky contracts have a minimum term of 18 months) for the service you wish to cancel you may not be able to

Also note you have to give the required relevant notice to cancel which is 31 days for tv and 14 days for broadband

Additional information on Broadband: If you are changing to Virgin or cancelling broadband totally you'll have to contact Sky This link should help

https://www.sky.com/help/articles/cancel-sky-broadband#M1014


If you are changing to another ISP who uses the Openreach infrastructure then join up with them and they should contact Sky on your behalf

If in ROI make sure the flag in bottom right hand corner is set to ROI and refresh the page before selecting an option

for reference cancellations are only confirmed once you have written email confirmation, also remember that if you are cancelling sky q completely all equipment will need returning so make sure when sending back you obtain and keep very safe and indefinitely proof of postage, also note that billing continues as normal right upto and including last day of notice period and must be paid, any overpayment for days beyond termination date will be refunded within six weeks of termination date or you can call sky and they will refund within 3-5 working days once the credit is showing on your sky account

apparently best times to call are first thing in the morning 7am or last thing at night 9pm

[KeithH99]

I am aware this is not Sky, which is why I asked the question in the manner I asked it.

Also, maybe don't just send a generic answer but one specifically related to the issues I am facing.

[SKY1992bf]

@KeithH99  The specific answer is still the same you would still have to phone or use the message service or try skys twitter or facebook accounts 

further you may not be able to cancel yourself has sky will only deal with the account holder for cancellations, so be sure your father in law is with you when calling as he will need to pass security 

[Daniel0210]

@KeithH99 

You should be with your father in law when you ring as Sky will need to speak to him for security reasons. Technically only the account holder can cancel but he can then put you back on the phone. 

[TechmanagerMal]

@KeithH99 

I would suggest you persevere in contacting Sky Support as they can listen to the call and check how this has come about.

For future reference perhaps this team could help.
https://www.sky.com/help/home/accessibility-information/accessibility-info-policies/vulnerable-custo...

To the Superusers - wouldn't an escalation be appropriate here?

[Daniel0210]

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@TechmanagerMal wrote:

@Daniel0210

I would suggest you persevere in contacting Sky Support as they can listen to the call and check how this has come about.

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@TechmanagerMal 

I think you meant to tag @KeithH99 

[SKY1992bf]

@TechmanagerMal  No because the escalation team can't process cancellations

[KeithH99]

Thanks but I believe my wife managed to get through to them and they claim it has been cancelled. 

I have lost count of the number of times we have told him not to speak to anyone on the phone and just hang up but does he listen?? I would be very interested to hear any recording of the call as he is adamant he did not agree to anything and, if that is the case, I would want to raise an official complaint. However, the opperative word here is if because I am not sure he remembers what he says most of the time.

Thanks all but this experience has not made me any more inclined to go back to sky.

[TechmanagerMal]

The OP said Sky rang his father-in-law, so perhaps they could explain how to remove the option to receive offers in this manner and progress the check on the call.

[Valerie+Lang]

I have had the same problem and was getting nowhere with the person I was put through to he couldn't resolve my problem in the end although it took 4 times of asking i finally got to speak directly to a supervisor who resolved my problem straight away so stick to your guns and keep on insisting that you want to speak to a supervisor and you should get somewhere good

 luck hope this workshop you as it did for me!