Cancelling My Sky

[PaulC97]

I have been a Sky Customer for 11+ years and have never missed a payment in that time. I am now in a position where I no longer use nor can afford Sky TV. I have tried calling but 25+ minute wait time being charged is simple not possible. I have contacted the FB messenger service 3 times the latest request I started at 10:15 and they responded at 16:55 followed up by another message stating their shift was ending shortly and I would need to be switched to the Monday team. This process will most likely then be repeated on Monday. I understand the volume of queries but it should not take 3 attempts in order to cancel a service which no doubt would be set up in minutes if I were a new customer. I would have returned to Sky Tv in the future at some stage but this entire experience has soured it for me,

I am left with no choice but to cancel my Direct Debit as I have answered security questions and requested the account be closed on several occassions so as far as I am concerned the adequate notice has been supplied and no payment is due beyond the next payment.

[Daniel0210 · Accepted solution]

@PaulC97 
Cancelling your Direct Debit is a very bad idea. Firstly Sky won’t be able to take payments, so that will start a chain reaction whereby your services are restricted and you won’t be able to contact Sky. Then if a payment method is not reinstated Sky will eventually involve debt collectors and that ultimately will impact your credit score. I suggest you reconnect it asap.
Sky TV subscription ~ The latest T’s and C’s for TV subscriptions explicitly state you can't cancel your TV subscription during a minimum discounted term unless agreed to by Sky. If/When you are out of contract you need to contact Sky to reduce any part of your package or cancel it completely giving the required notice of 31 days.
Select ‘Need more help’ at the bottom of the following link which will lead to a phone number.
https://www.sky.com/help/articles/cancel-sky-tv#contact-leave
(Make sure the flag in the bottom right corner is the correct one).
UK customer ~ it should include an email link and also a Message Us option (which is normally available between 9am and 7.30pm).
ROI customer ~ it’s only by ringing or writing in.

If you’re cancelling Sky Q totally don’t forget it’s very important that you keep you proof of posting indefinitely when you return the box(es) as Unipart are not quick at telling Sky you have sent equipment back.

[oj01]

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@PaulC97 wrote:

I have been a Sky Customer for 11+ years and have never missed a payment in that time. I am now in a position where I no longer use nor can afford Sky TV. I have tried calling but 25+ minute wait time being charged is simple not possible. I have contacted the FB messenger service 3 times the latest request I started at 10:15 and they responded at 16:55 followed up by another message stating their shift was ending shortly and I would need to be switched to the Monday team. This process will most likely then be repeated on Monday. I understand the volume of queries but it should not take 3 attempts in order to cancel a service which no doubt would be set up in minutes if I were a new customer. I would have returned to Sky Tv in the future at some stage but this entire experience has soured it for me,

I am left with no choice but to cancel my Direct Debit as I have answered security questions and requested the account be closed on several occassions so as far as I am concerned the adequate notice has been supplied and no payment is due beyond the next payment.

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@PaulC97 Is it really worth creating even more hassle for yourself rather than hanging on the phone for a little while. In my experience,, no matter what the estimated wait time says, it's rarely more than 10 minutes anyway. 

[PaulC97]

Hi Daniel,

Thank you for your response. My issue is that there seems to be no efficient process for me to cancel my Sky. I am out of contract and just wish to cancel but it seems every effort is being made in order to make this more difficult.

[PaulC97]

Thank you for your response. I have been on the phone twice to SKY and on my lunch break I waited on hold for 35 minutes but could not wait beyond this so had to hang up. I have then tried the FB messenger service but the issue is on 3 seperate attempts the process of cancelling was not completed in advance of 5 o'clock despite me replying promptly and begining the process first thing in the morning. Very very frustrating.

[Daniel0210]

@PaulC97 

What is happening when you call Sky. There are inevitable delays but we are led to believe the best times to try are just after 7am or about 9pm when the lines are apparently quieter. 

[SKY1992bf]

@PaulC97  The only options for cancelling are those @Daniel0210 has already posted I'm afraid 

you could try calling first thing in the morning or last thing at night 

[Daniel0210]

@PaulC97 

Have you reinstated your direct debit now? 

[Danny270917]

Tried 3 times to cancel sky with so far no luck

1st time via telephone 3rd dec

2nd time via chat 6th dec

3rd time via complainats department 10th dec

Each time theres an excuse as to why its not canceled

This is totally  ilegal from sky snd very stressfull.

 I will have to cancel the dd and leave equipment on doorstep as we are moving snd dont want this service due to cheaper beeter providetd

25 years a customer

[oj01]

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@Danny270917 wrote:

Tried 3 times to cancel sky with so far no luck

1st time via telephone 3rd dec

2nd time via chat 6th dec

3rd time via complainats department 10th dec

Each time theres an excuse as to why its not canceled

This is totally  ilegal from sky snd very stressfull.

 I will have to cancel the dd and leave equipment on doorstep as we are moving snd dont want this service due to cheaper beeter providetd

25 years a customer

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@Danny270917 Are you still in an agreed minimum term contract, as that would be the only reason why you wouldn't be allowed to cancel? 

[Daniel0210]

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@Danny270917 wrote:

Tried 3 times to cancel sky with so far no luck

Each time theres an excuse as to why its not canceled

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@Danny270917 

What 'excuse' has been given? The latest T’s and C’s for TV subscriptions explicitly state you can't cancel your TV subscription during a minimum discounted term unless agreed to by Sky. If they allow you to leave you’ll basically have to pay off the rest of your discounted term. If/When you are out of contract you need to contact Sky to reduce any part of your package or cancel it completely giving the required notice of 31 days.

If you leave Skys equipment on the doorstep it'll disappear and you will be charged non return fees. If you cancel your payment method you'll be charged non payment fees and it could lead to an impact on your credit score. You need to think very carefully before withdrawing payment. 

[PandJ2020]

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@Danny270917 wrote:

 I will have to cancel the dd and leave equipment on doorstep as we are moving snd dont want this service due to cheaper beeter providetd

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You are free to ignore any advice but I strongly recommend you don't do this, especially the last part.

The contract you've agreed specificially puts the requirement on you to return the equipment - but 'leaving it on the doorstep' you will be in breach and can be legitimately charged.

Cancelling the DD won't help you either.  Persevere with contacting them - do it by letter (as detailed in your contract) if absolutely necessary.

[Danny270917]

• Ive done all i can and followed the rules set by sky in there contract im currently in Poland on holiday and still being asked to re log in  and prove who i am by sky and re cancel . Luckly we recorded my conversations to prove this as well and have the chat messsges requesting cancelation. My only issue is im leaving the country in january and will be unable to send bk equipment after this date but as ive followed the rules i dont see this this as my issue.

[Daniel0210]

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@Danny270917 wrote:

• and will be unable to send bk equipment after this date but as ive followed the rules i dont see this this as my issue.

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@Danny270917 

I'm afraid you haven't followed the rules as you put it. Your contract explained that at the termination of your subscription you have to return all the loaned equipment. This is definitely your issue as any non return will result in you being charged for them. 

[PandJ2020]

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@Danny270917 wrote:
...will be unable to send bk equipment after this date but as ive followed the rules i dont see this this as my issue.

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Yes, it is your issue.  Read the contract and the return requirements.