Credit query after switching from EE

[Dogfish83]

I left EE and had a £168 bill to pay. Sky have credited this to my bill but it seems only to my broadband bill, not the full bill including tv services - is this right? 

[caesarome]

@Dogfish83 

The billing for broadband and TV should be on the same bill although the app can show them as separate so even though it might show on the broadband bill on the app as long as the amount credit is correct then this is right as the credit should be used against the next available bill.

[Tommy2]

This isn't always the case, I have Sky stream and my TV and broadband are charged separately and therefore have separate bills. 

[PandJ2020]

As long as the amount credited is the expected amount, does it matter where it's assigned?  (If I'm understanding the question correctly)

[Tommy2]

This is correct, I switched from BT to SKY and also had the early termination fee paid as credit to me by Sky. TV and Broadband are charged separately by Sky and Sky only offer to pay credit for early termination fees on broadband not TV. 

hope this helps. 

[Dogfish83]

Well my broadband bill is a lot cheaper than my tv bill so I don't understand if they are crediting both bills or just my broadband for the next few months?

[Tommy2]

It's quite likely they'll just credit the broadband bill as they did for me, they don't pay early termination fees for TV as mentioned in their terms and conditions. 

[TimmyBGood]

@Tommy2 

Sky contributes up to £200 for broadband, up to £100 for subscription television and up to £300 for both.

 

https://www.sky.com/help/articles/switching-credit-offer 

[Tommy2]

They told me they wouldn't cover TV

[Mark39]

@Tommy2 as you can see, they told you wrong! I'd see if you can follow it up with them.

[caesarome]

@Tommy2 

Then you need to put in a complaint if you call them again about this and they say the same::

https://www.sky.com/help/complaints

This gives Sky 6 weeks to resolve this issue and if they do not you can ask for a deadlock letter to take it further.

[Tommy2]

Thank you, unfortunately they told me this didn't apply when I joined. Whilst overall I do really like Sky, Customer service has sometimes given me inaccurate and contradictory information.