Cancellation of services

[Anonymous]

Hi folks. On 13th March we will be switching to another provider, but there’s an issue I’ve just been made aware of.

My half sister added my parents address to her existing Sky account in 2016. She has since left Sky, while my elderly parents retained Sky TV. She did not however pass on the account password made at the point of setup, but online login details were made available. 

She has since forgotten the password and no longer has has access to the email address she used at the time.

As a result, they have never been able to resolve queries when contacting Sky, with only simple tasks being possible via the app.

They currently have TV, phone and broadband with Sky, but the contracts have all expired. How can they proceed with termination and return the equipment?

[SKY1992bf]

@Anonymous 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

[caesarome]

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@Anonymous wrote:

She has since forgotten the password and no longer has has access to the email address she used at the time.

As a result, they have never been able to resolve queries when contacting Sky, with only simple tasks being possible via the app.

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The online password and the password Sky would ask for are different so forgetting the online one shouldn't prevent the account holder from talking to Sky because even if the telephone password isn't known either Sky can ask other questions that can let them know that they are talking to the correct person.

[Anonymous]

Speaking to someone at Sky isn't the problem. No changes can be made to the account as we can't get past the password stage. 

[SKY1992bf]

@Anonymous  When you phone,if you don't know the telephone access password sky should be able to ask additional questions providing the account holder is with you 

you don't need the online account password in order to cancel as you can't cancel online anyway 

[Mark39 · Accepted solution]

If your sister is the accountholder, she will have to contact Sky to cancel. Even with the password, nobody else can do that.