Cancelling My Sky

[johnpmc22]

Sure, but that doesnt help with my main question, cancelling direct debit is my last option, can you advise on othe parts?

[Daniel0210]

@johnpmc22 

You could make a complaint as per the link in my last post. 

[Mark39]

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@Daniel0210 wrote:

@johnpmc22 

You could make a complaint as per the link in my last post. 

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I agree. I see no other option. Use either the web form or an old-fashioned letter. 

[johnpmc22]

Thanks Daniel, i have done this ... i have to say that when i get out of this after being a customer for 20+ years i wont be coming back to Sky .. anything personal and helpful has disaapeared from their service over the years, they tend to forget that customer like us have made them great .. but like all great things must eventually end

[Fedup17]

I have also tried numerous times to cancel. I have emailed, telephoned spoke to digital and assistant. I gave them plenty of notice and when my contract for Sports was ended I cancelled everything. I was paying £78 per month, even when I was away for 3 months I wasn't even in the Country and paying.. I told them I was cancelling everything and from the date,  I also said I would cancel  my direct debit, so I did, I then unplugged my Sky box.  They have harassed me into setting up a new Direct Debit and although my box is unplugged and will remain so, they keep threatening a £10 fine plus payment of £58+ per month.  I signed into my account and it tells me I have no contracts with them.  So why are they still sending these threatening emails?  I am thinking I may take this to the Ombudsman and let them sort it out because I am totally fed up with their persistent demands.

[PandJ2020]

@Fedup17 have you actually cancelled and had confirmation?  Cancelling your DD will not cancel the contract.

[Mark39]

@Fedup17 you'll need to exhaust Sky's complaints before you can take it to the Ombudsman. Being out of the country or unplugging your Sky box doesn't achieve anything. Sky are still providing a service, while you have a subscription, whether or not you're making use of it. 

How did you cancel? And did you receive confirmation of cancellation by email or letter?

[Fedup17]

I tried to cancel just Sky Sports when my husband died, I was told I could but I would have to pay exit fees that amounted to the balance, so I said leave it and I would cancel everything when the Sports contract was up. I went overseas for three months and couldn’t put anything on hold so kept paying. I telephoned nearer the end date and they advised I contacted 2 days later as there was 32 days before end date. I followed this up with email. Spoke to an advisor and she made a note. I rang again and said I am cancelling contract and I said I was cancelling my DD after the next payment. So they were warned this was happening. I then unplugged and emailed asking what to do with the box. I was sent a phone number but when I rang it was automated and I could only set up a new DD. I have sent numerous messages saying I have cancelled. I thought after I had spoken the last time via an assistant who offered me cheap packages which I refused, she admitted defeat and said she couldn’t cancel but she would notify the right people. Since then I have sent 2/3 emails in answer to their demand for payment plus a fine, this time saying if I didn’t pay they would send details to debt collector. I haven’t heard for about two weeks then I had another demand email today with threat of debt collector.. I logged in to my account (after having to change my password as they didn’t recognise it):and it tells me I have No contracts. I am 86 years old, I had the Sports because my husband was a keen golfer and given 6 months to live. They put me on an 18 month contract (to be honest I would have signed up to anything at that stage) So OK I carried on paying for 12 months after he had passed away. So I think I have served time and they made everything so difficult that if they offered Sky for free I wouldn’t take it. Sorry it’s so long but you should be at this end!!

[Fedup17]

Sorry should have told you I have had no confirmation from them, only demands - but my account tells me I have No Contracts.  The last Assistant I conversed on line with after offering cheap access I refused, she said sorry she would inform the right authorities. 

[johnpmc22]

UPDATE: After one month of calls, and filing a complaint, Sky listened back to my call and agreed that i didn’t agree to a renewal of a contract and agree to cancel my account backdated to the day i called to cancel, which i am happy with, WARNING if they are doing this to me they are prob doing it to many many people, and then they make the cancelling/complaint process so difficult most would give up and even less would seek legal advice, as this is clearly contract fraud.

So i purchased a google tv box, installed all my apps, and signed up to sports on now TV, HUGE monthly savings.

In other news, i tried a week later to get a sim only mobile plan for my son, and they have somehow blacklisted my name and address, so won’t let me sign up .. which i find interesting.

FREE AT LAST😂

[Fedup17]

Update.  Had another email demand today and they have added £10 fine.  I rang the number they gave but they won't put me through to speak until I have set up my direct debit for payments.  They notified me they have now restricted my supply.  Logged into my account, price has increased but don't know what I am paying for as they tell me I have no contract and my box wasn't in receiving mode. 
Next had email instructing me how to send my box back. Have to find my own box and wrap securely. Then send proof from Post Office giving Sky a tracking number.  Suppose next I will get a reply saying box was damaged on transit and I owe whatever. 

So we have hit an impasse, they won't speak until I set up DD for a contract I haven't got and I won't set up DD so they can take whatever they decide from my account.

Think no-one at Sky communicates between departments. 

[Mark39]

@Fedup17 this is a real mess, and it's quite difficult to work out the status quo from your posts.

You can still be paying a monthly subscription even if you're not 'in contract'. ('In contract' is a misleading term used by all providers in the telecoms/entertainment industry to mean you have a discounted deal with a minimum term. It doesn't  mean you don't have a contract)

You cannot cancel by email. Sky always have to verify cancellation by speaking to you on the phone.

The bottom line is that as you haven't had confirmation by email or letter, it looks like you haven't cancelled.

As you've discovered,  you can't sort this out with Sky unless you re-establish your direct debit, and probably pay what they say is due. I would suggest doing that so that you can put an end to this unfortunate saga.

[Fedup17]

I have no contract on my account.  The subscription for this non existent contract is slightly higher than my previous contract. I refused their offer of a package, that's when they said they would cancel.  When navigating to contract page I get "You have no contract" in a large gray circle..  As soon as the weather improves I will return the box and I am keeping all receipts etc.  I have been with Sky for 17 years, after this there is nothing that would entice me to stay. 

[Mark39]

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@Fedup17 wrote:

I have no contract on my account.  The subscription for this non existent contract is slightly higher than my previous contract. 

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As I posted previously, if you have a subscription, you have a contract. 

You can't be paying a subscription if you don't have a contract.

It's one or the other.

I don't think we can advise you or try to help further on this.

[Fedup17]

Thank you for trying to help.  I have taken a picture of the no contract page for future reference.  I will return the box as they requested. Probably write and enclose copy of my No Contract page. Otherwise I have no idea what can be done.