Hi everyone.
im here because i simply don't know where else to turn without seeking legal advice and running sky into court quick smart. First, i wanted to see if anyone can tell me if i have grounds to.
I've been with sky for broadband and talk only for 6 years. My contract ran out, and on November 24th, I rang Sky to see what deals they can do to keep my price low so I didn't have to find a new isp. I was told because I was on benefits and both me and my son are disabled (he is autistic and relys on Internet, both for his health and college) and I don't get out much, I can get this package costing £25 a month. Which is affordable. So I said yes, sign me up. Pretty much what I was on before my contract ended. So the lady passed me on to some bloke. He said "oh; you can get superfast fibre broadband.... for £41 a month." I told him that's out of my price range and the woman said I can get £25 package, where I pay out of contract bill for December, £53, nothing in January and £25 in February. Sounds good. He said oh, ok, hang on.... and he went off to apparently speak to someone else. He came back and said "we can do you superfast fibre optic 300mbps for £34.50 a month. That's 50p below my max budget. So I agreed. I didn't realise he was changing my contract. I thought I was still discussing the £25 a month deal. So he signed me up. I repeated.... so I pay £53 December 7th, nothing January and now £34.50 on 7th feb? That is correct. He said. My new superfast broadband was installed on 23rd December 2025. On 7th January, £48 was taken from my bank without authorisation. I checked the app and my package was £41 a month. £6.00 more than my budget allowed. So last Wednesday 7th January, I rang. I spoke to one woman. Not an English accent, as with all the others I spoke to. She tried to change my contract again. I realised what she was doing and hung up. Then I rang back and spoke to someone else. She said "I'm so sorry to hear of your problem, I promise I will do everything I can to fix it. She explained, the new hub and extender plug had an additional cost that I wasn't told about. She said ok, I can take that off. And we I'll give you 500mbps a month for....£33 a month. And I will do my best to get you a refund. I said she should because the money they took wasn't only not authorised but it wasn't my money in my account; it was my autistic sons. So Ok then. But I didn't realise that they were starting yet another contract. She promised to ring back and confirm refund on Thursday or Friday at the latest. She said she would put a note on the system so if I rang back they would know she was dealing with my issue. And that was outright lie number 1. The second was that she would ring me back. She didn't bother, now it's Tuesday. Yesterday (Monday) I rang yet again. I get some guy saying "unplug the new hub and send that back with the extender plug, and send that back; just plug your old box back in." I promise you it will work, and we will let you keep the superfast broadband and 500mbps for the agreed £33 a month through my old internet hub. So I pay £8.50 February, On my sons birthday, because they already stole £48 unauthorised from my account, and I'll pay £33 a month March. So I tried this morning. My old box didn't work. The phone line can't be plugged into it because the connector doesn't fit into my old box, it went to the wall. So for the superfast fibre optic 300mbs a month for £34.50 is a complete lie. Now I don't want any contract with Sky, after having my contract changed and started again 4 times by 4 different "Sky reps," and only one of them spoke clear English that I could understand, this has been so much trauma for me, and my son, that a call this morning a/ made me angry and the staff hung up on me; and I spoke to some other woman who said "you can't speak to a manager." So instead I'm thinking of seeking legal advice, cancelling ALL Sky contracts, and not bothering. Both my son and I have been unwell since this new box came into my house, I wonder about the rf of it.... being as my tinnitis is 4 times as loud since, and my son has had nasty flu. Poisoning symptoms and so I'm going to looking to evidence that as well. Call me mad: but I know what's what. Also, sky kept saying my email address wasn't on their records, I have emails from February 2025, so yes they have my email address, but they sent me nothing of any of the contract changes or agreements via email, and on the Sky app I can't access the contract information. It's such a good job and good thinking on my part to record every voice call I made to Sky. The hour long call on 24th November to sort contract, the installation agreement for 23rd December, I had a witness with me when the box was installed. The phone calls this past week. And now I have blocked them from taking money from my account and I'm going to the bank this afternoon; after I've sought legal advice. This surely isnT legal. And aren't sky regulated? [removed]
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