Changing provider cancellation question

[PAISLEYALD]

Moving from SKY to another openreach provider.   Contract was due up on 12th June but had my letter today telling me I can leave my broadband (not tv) and going to take advantage of an offer I can see.

It reads "If your within your minimum contract period, call us within 30 days of getting this letter to avoid early termination charges"

I take it if i simply order my broadband via a new openreach provider who notify SKY anyway with the 14 days etc and its done and dusted within the 30 days then thats all thats needed. 

[PandJ2020 · Accepted solution]

I would call them to make sure.

[PAISLEYALD]

Glad I called - They sorted it straight away, removed the termination fees and then said just order via openreach provider and it will go through on the date you want with no fees.

thank you. 

[Eeeps]

This is something that is not clear (and I believe deliberately; so that they can persuade you to stay and pay more).

As you say, if you call up and ask about the process then they remove the termination fee.

The e-mail does indicate you have to call up. I guess if you just contact you new supplier they will charge that fee.

[PandJ2020]

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@Eeeps wrote:

This is something that is not clear (and I believe deliberately; so that they can persuade you to stay and pay more).

As you say, if you call up and ask about the process then they remove the termination fee.

The e-mail does indicate you have to call up. I guess if you just contact you new supplier they will charge that fee.

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That's why I suggested calling.  Avoids all doubt.

[Eeeps]

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@PandJ2020 wrote:

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@Eeeps wrote:

This is something that is not clear (and I believe deliberately; so that they can persuade you to stay and pay more).

As you say, if you call up and ask about the process then they remove the termination fee.

The e-mail does indicate you have to call up. I guess if you just contact you new supplier they will charge that fee.

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That's why I suggested calling.  Avoids all doubt.

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Except it would save everyone a call if they just clearly stated that your new provider will cancel your Sky services with no early termination fee.
In any case, I would take what the Sky representative says with a pinch of salt. Best to get it in writing via Messenger.

[PAISLEYALD]

I'm OK with it.  I got her just before 8pm. She was relieved I think with ready to finish that I was clear with what I wanted! 

She said 

- if your out of contract it happens itself

- if your in min contract term and we give grace period you do need to call us like have done as we need to waive the termination fees.  Its done and as long as your moving to (listed a group of openreach providers)  then by ordering with them it will go through without fees. 

[MarkGoldsmith]

The reason for calling in order to get the early termination fee waived is because this option is only available for the 30 day window of a customer receiving the letter, so in order for it to be actioned a Sky agent needs to manually update the account. They will easily be able to verify that you are calling within the 30 days window, as the date the letter is sent is documented on your account, and customers receive letters from any point between February and the end of March.

[Eeeps]

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@MarkGoldsmith wrote:

... a Sky agent needs to manually update the account...

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They could always send a text that says 'Do you want to exercise your right to leave without early termination charges' to which you could respond 'Yes'.

The need to call, and go through the excessive menu options and wait to actually speak to a Sky representative, is, in my view, clearly designed to dissuade those thinking of leaving from doing so.

[MarkGoldsmith]

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@Eeeps wrote:

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@MarkGoldsmith wrote:

... a Sky agent needs to manually update the account...

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They could always send a text that says 'Do you want to exercise your right to leave without early termination charges' to which you could respond 'Yes'.

The need to call, and go through the excessive menu options and wait to actually speak to a Sky representative, is, in my view, clearly designed to dissuade those thinking of leaving from doing so.

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Unfortunately that won't work as Sky won't necessarily hold a mobile phone number on record for all customers.

Also it's Skys policy that only the account holder can cancel a subscription so they need to have a conversation by phone to confirm the request has come from the account holder.

[PAISLEYALD]

Received multiple emails overnight from sky most triggered by my order to new provider confirming same date of transfer.

Had a separate one confirming I am no longer tied in to a broadband deal which confirms the girl spoke to on phone has put through the system correctly! 

Nice and easy process that was