29 Mar 2024 06:55 PM
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.
29 Mar 2024 07:23 PM
Posted by a Superuser, not a Sky employee. Find out moreI would call them to make sure.
29 Mar 2024 07:23 PM
Posted by a Superuser, not a Sky employee. Find out moreI would call them to make sure.
29 Mar 2024 08:20 PM
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.
29 Mar 2024 08:56 PM
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.
29 Mar 2024 09:02 PM
Posted by a Superuser, not a Sky employee. Find out more
@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.
That's why I suggested calling. Avoids all doubt.
29 Mar 2024 09:09 PM
@PandJ2020 wrote:
@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.
That's why I suggested calling. Avoids all doubt.
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.
29 Mar 2024 09:23 PM
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.
29 Mar 2024 09:41 PM
Posted by a Superuser, not a Sky employee. Find out moreThe 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.
Please LIKE any responses you found helpful
Please mark a response as an ANSWER if it has solved your query/issue
29 Mar 2024 10:52 PM
@MarkGoldsmith wrote:... a Sky agent needs to manually update the account...
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.
29 Mar 2024 11:09 PM
Posted by a Superuser, not a Sky employee. Find out more
@Eeeps wrote:
@MarkGoldsmith wrote:... a Sky agent needs to manually update the account...
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.
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.
Please LIKE any responses you found helpful
Please mark a response as an ANSWER if it has solved your query/issue
30 Mar 2024 07:48 AM
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
No problem. Browse or search to find help, or start a new discussion on Community.
On average, new discussions are replied to by our users within 50 minutes
New Discussion