Cancellation procedure.

[snes]

I hope this is the correct part of the forum for this - perhaps the mods will move it if not?

Thankfully, my 18 month contract for Signature is nearly up and at that stage I want to leave Sky. I want to make sure I am following the best procedure and am hoping someone on here can advise?

To be clear, I am not threatening to leave to try for a better deal - I am leaving, end of.

Do I try to leave via the Sky website or should I risk a phone call? And is there a best procedure for either?

Finally, I think I know my contract end date, but can no longer find it in My Account as Sky have decided to extend my discount for another year (without me asking or approving!) so my original end date no longer shows. Do I have to request termination exactly 31 days before, or is that just a minimum time?

Many thanks!

[TimmyBGood]

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@snes wrote:

Do I try to leave via the Sky website or should I risk a phone call?

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It's not currently possible to cancel via the website.  Legislation which requires companies that offer contracts online to also allow cancellation that way made it through Parliament before the last election was called, but has yet to be implemented.

[Daniel0210]

@snes 
So, to cancel all your TV subscription, if you’re out of contract you’ll need to give Sky the required 31 days notice. 

Select ‘Need more help’ at the bottom of the following link which will lead to contact details.
https://www.sky.com/help/articles/cancel-sky-tv#contact-leave
(Make sure the flag in the bottom right corner is the correct one ie; UK or ROI).
UK customer ~ The link may include an email link 
ROI customer ~ it’s only by calling Sky Ireland or writing in.

If you successfully cancel you should receive an acknowledgment email from Sky.

If you are cancelling Sky Q, return packaging will be sent out near the end of your notice period. It’s important that you obtain proof of posting and keep it safe and indefinitely.

[peter-marlow+1966]

You will need to ring sky and  cancel  your  sky  subscription as we are all fellow customers on here like yourself 

[snes]

Ok, so having established that online cancellation (even via WebChat?) is not possible, can anyone advise as to the best procedure when phoning?

Is there a best number to call or a best menu item to select? Or do I just ignore all menu options until a real person answers?

I repeat, I am not trying to secure a better deal, I simply wish to leave Sky using the most effective method.

Whatever happens via the phone method, I may also write to Sky direct to cancel - belt and braces if you like.

[peter-marlow+1966 · Accepted solution]

When you call sky, say you  want to cancel your  subscription, if they say that they have sent you a link would you like to use it say no  and this will put you  through  to an advisor  

[pilgrim44]

you should be able to cancel useing live chat.

[caesarome]

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@snes wrote:

Is there a best number to call or a best menu item to select? Or do I just ignore all menu options until a real person answers?

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There is no best number as they all go through the same system so when calling say nothing when asked any question by the bot and remain on the line.

[snes]

Just an update - I decided to start the process on Monday of this week by writing to Sky Subs at Livingstone, giving all my details and my  request to terminate. As of today (Thursday) there has been neither a reply or acknowledgement, even though the letter was signed in at 9am Tuesday.

So today, following some of the helpful hints on here, I dialled the Sky retentions number and, ignoring the link offer, got straight through to retentions. And I must admit it was way smoother and quicker than expected. The agent did start to go through the motions of offering a better deal, but only half heartedly as I made it clear that I was not after a discount, I really did just want to leave.

Suddenly, my inbox was flooded with Sky emails confirming my cancellation and billing details, and with 20 minutes I was all done, with my future billing adjusted and corrected to show I would no longer be a Sky customer.

I have thoroughly enjoyed what Sky have brought to UK TV in the past and their previous excellent customer service, but things have moved on (and changed) and I am now delighted to be free of all Sky products. Well, in a month anyway!

Thanks again to all those who offered advice.

[kevinf01]

The number I have been given [removed] is no langer available. Is there another number I can use? As usual, this all very frustrating as I have been trying to give notice of cancellation for a week now. I've copied in my solicitor with every piece of correspondence - so I have an audit trail.

Moderator Notes: Removed contact details

[caesarome]

@kevinf01 

150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

[Daniel0210]

@kevinf01 

Call Sky by dialling 150 (free) from either a Sky Talk landline or a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The forum filters don’t allow the posting of full phone numbers on here.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[snes]

I can't recall the exact number I called - I believe I would have just called the standard contact number,  saying I wanted to cancel my subscription, then remained silent when offered online services etc, until I was put through to a real live person. And boy, was I relieved when it was a Scottish voice, not Indian!

Well done for keeping a crumb trail of your contacts - part of the Sky business plan to prevent churn is to make it as difficult as possible for subscribers to leave, generally by wearing them down, or making it hard to contact them.

I was lucky, my procedure was smooth, but many posters on here have other tales to tell!

Do let us all know how this pans out.