Cancelling Sky TV

[TraceyY1967]

I have been trying to cancel my Sky TV for several weeks now after receviing the advice of the increase in cost and then Sky not honouring the new price I agreed with them on their text service.

I have made a formal complaint as dealing with their Customer Services is the most painful I have ever had to do!! They have no clue and just constantly try and sell me broadband rather than deal with my issue.

I negotiated a monthly cost of £32:50 but they too £55:50 from my account yesterday. I just want to cancel my direct debit but I have read not to do that. 

However the complaints process seems to be 8 weeks!! that means I am going to have to pay out another 1 or 2 incorrect monthly charges before they even bother to reply to my complaint. Will they refund me these charges does anyone know?

Has anyone actially managed to speak to a human being that knows what they are talking about at Sky? I do beleive the company is a complete scam as they do not action requests to cancel despite my doing this with their onlline form and via their Text Service but they want to speak to me and if I can answer when they call they just refuse to action my request.This is just a way to ensure I cant cancel by putting in barriers that shouldnt be there! They dont need to speak to me they just need to cancel my account. It is just a way to try and convince me to stay but I am so ready to leave them because of their awful customer service advisors and their restructive communication practices.

Anyone else had any success in cancelling their tv within the cooling off period? If so how did you do it please?

Thanks

Tracey

[Chrisee]

@TraceyY1967 do not cancel the direct debit as that will make things worse not better. 

If you have made a formal complaint Sky should respond but if they dont and 8 weeks have passed (dropping to 6 seeks from this month) you can take your complaint to the independent arbitrator CISAS (see https://www.commsombudsman.org) You can also use them if you do not agree with Sky's answer. 

Most definitely you should be refunded any overcharge. 

However to get you earlier support I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

See Escalating a post to a Sky expert | Sky Community

[Brill+Gill]

Thanks for escalating this @Chrisee. We’ve sent @TraceyY1967 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[TraceyY1967]

Thanks. I am at work at the monent. I will have a look at the chat function later. Thanks for prompt response. 

[TraceyY1967]

Thanks - I have been on and explained the issue and provided numerous screenshots! Just waiting for a response as they have only just opened.

[TraceyY1967]

it seems the escalation is not the correct process as they are unable to assist me with cancelling which is what I need assistance with. 

does anyone know how I get Sky to action my cancellation request that I've made numerous times

[Me134]

@TraceyY1967 You said "I negotiated a monthly cost of £32:50 but they too £55:50 from my account yesterday. I just want to cancel my direct debit but I have read not to do that." is that perhaps due to the change in package/contract as the account is paid in advance, so the first month on a new deal always looks odd? Do your 'future bills' report the correct figures?

[TraceyY1967]

 

hi there is a £10 admin fee. which I was expecting to pay so my first months payment should've been £42.50 and then my subsequent monthly payment should be £32.50. My subsequent monthly payments are forecast at £48.50 at the moment I actually believe they're in breach of contract because the price that was agreed is not been fulfilled in any documentation that they've provided me with. I have text and emails to confirm this. The messaging system is useless as the person is unable to help me to do anything apart from the sign up to a new package  which is exactly the problem that I get when I call anyone or whether I text anyone all they want to do is sell you broad by or increase your TV package nobody will help me cancel

[MightyQuinn]

Hi @TraceyY1967   I'm afraid that you have fallen into the Google AI misinformation trap. The only text that matters is the Sky's terms and conditions that you agreed to.  https://www.sky.com/help/articles/sky-terms-and-conditions

[DaveDrizen]

I negotiated a monthly cost of £32:50 but they too £55:50 from my account yesterday. I just want to cancel my direct debit but I have read not to 

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After you negotiated your new deal Sky would sent you a email confirming and setting out  there offer. Did  you get a email as it Sky standard practice to do so. If you not sure or can't find it. It  is also sent as message in the my Sky app or if you log in to your account on the Sky.com web site you should find it your messages there . Just click on the little head on the top right of the screen, that will give you menu  of you account on the left side of the screen . Just click on "my message '" and you should have message dated the day your offer was made confirming eveything including price. As I said this standard procedure for Sky to do. If I look at my meeages I can see messages for every offer Sky as ever made to me going back years.

 I should  say if you wait the 8 weeks to sort out your complaint  you will be out you cooling off period should you complaint  fail and you will be locked in to your minimum term. 

[TraceyY1967]

hi thanks for your reply. 
I've got an email within minutes confirming an incorrect price of £35.50 as opposed to the Text confirmation which said £32.50

however Sky aren't even providing my package at £35.50. I want to do it for £48.50

I am concerned that I'll be out of my 31 day cooling off period soon and because of Sky's restrictive practices in ability to communicate with them in an open way I can never speak to anybody to resolve the issue so I just keep going round in circles,

I had hoped the direct messaging that I was linked to on this service was going to help me but they were incapable of doing anything regarding me cancelling my package

I'm sick of Sky staff wanting to sell me things rather than resolved my issue

not sure how I proceed when I keep coming up against barriers within Sky

[TraceyY1967]

But they have breached the contract. I agreed an amount of money per month and they've totally gone against what they agreed to provide their service for thereby no contract

I just dislike the company with a passion

gone are the days when you contacted them and you'd speak to a lovely person with a Scottish accent

[MarkGoldsmith]

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@TraceyY1967 wrote:

hi thanks for your reply. 
I've got an email within minutes confirming an incorrect price of £35.50 as opposed to the Text confirmation which said £32.50

however Sky aren't even providing my package at £35.50. I want to do it for £48.50

I am concerned that I'll be out of my 31 day cooling off period soon and because of Sky's restrictive practices in ability to communicate with them in an open way I can never speak to anybody to resolve the issue so I just keep going round in circles,

I had hoped the direct messaging that I was linked to on this service was going to help me but they were incapable of doing anything regarding me cancelling my package

I'm sick of Sky staff wanting to sell me things rather than resolved my issue

not sure how I proceed when I keep coming up against barriers within Sky

---

Your other option would be to raise an official complaint ( although Sky have 6 weeks to resolve it). The process on how to do is this documented here: https://www.sky.com/help/articles/how-to-make-a-complaint 

[DaveDrizen]

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@TraceyY1967 wrote:

hi thanks for your reply. 
I've got an email within minutes confirming an incorrect price of £35.50 as opposed to the Text confirmation which said £32.50

however Sky aren't even providing my package at £35.50. I want to do it for £48.50

I am concerned that I'll be out of my 31 day cooling off period soon and because of Sky's restrictive practices in ability to communicate with them in an open way I can never speak to anybody to resolve the issue so I just keep going round in circles,

I had hoped the direct messaging that I was linked to on this service was going to help me but they were incapable of doing anything regarding me cancelling my package

I'm sick of Sky staff wanting to sell me things rather than resolved my issue

not sure how I proceed when I keep coming up against barriers within Sky

---

You say you agreed price was £32.59 but what was that for.  You say  have been billed for £55,50 so what is different in your  actul bill for the extra amount, ie are your discounts different. Also if the bill is your first bill it usualy larger than normal as it usually covers more than one month  as first bills   include the period from when your  service started to the billing date and as well as the next month in advance. Have you looked at you future bills for next couple of months to see what you being caged then.

[TraceyY1967]

Thanks i have done that. But i dont hold much hope.