Difficulty in terminating Sky contract

[shiftynifty]

I have been with Sky for 24 years. I now wish to leave.

I have written to Sky giving them 31 days notice to terminate my membership of Sky Q. I got a message saying I would get a reply within 24 hours. Nothing. No reply came.

I went online to the help page-which was a chat-bot. It told me nothing would be done about my request until it was processed by a human.

So they asked me to message the human helpline using a messenger type utility. I typed my first question. I was told I would have to wait 5 minutes for a reply. I waited about 40 minutes-then got a message- "sorry we couldn't get to you today. We are closed now-but will get in touch tomorrow at 08.30 when we open again."

I'm not convinced. I think they put people who want to leave on hold-hoping they'll give up.

There must be a better way of dealing with them. Surely?

[Daniel0210]

@shiftynifty 

Is there any particular reason you haven't rung Sky to cancel giving the appropriate notice? 

The latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. If they agree you’ll have to pay the remainder of your discounted term.

If you successfully cancel you should receive an acknowledgment email from Sky.

If you are cancelling Sky Q, return packaging will be sent out near the end of your notice period. It’s important that you obtain proof of posting and keep it safe and indefinitely.

[shiftynifty]

I am on a rolling contract-I 'can terminate Sky immediately' according to my accounts details.

I'have tried every other method of contacting them- but received no reply,  nor help.

I will attempt the direct phone number today. After 24 years you'd think they'd be more helpful.

[GD1]

@shiftynifty   To cancel all your TV subscription, if you’re out of contract you’ll need to give Sky the required 31 days notice. The latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. If they agree you’ll have to pay the remainder of your discounted term.

Select ‘Need more help’ at the bottom of the following link which will lead to contact details.
https://www.sky.com/help/articles/cancel-sky-tv#contact-leave
(Make sure the flag in the bottom right corner is the correct one ie; UK or ROI).
UK customer ~ The link may include an email link and also a Message Us option (which is normally available between 9am and 7.30pm).
ROI customer ~ it’s only by calling Sky Ireland or writing in.

If you successfully cancel you should receive an acknowledgment email from Sky.

If you are cancelling Sky Q, return packaging will be sent out near the end of your notice period. It’s important that you obtain proof of posting and keep it safe and indefinitely.

If you’re moving to another ISP you could use the One Touch Switching system which is explained in this link
https://www.uswitch.com/broadband/guides/one-touch-switch/

If you are cancelling Broadband/Talk altogether you need to contact Sky and give the required notice of 14 days. Remember that if you are still in a discounted 18/24 months deal Sky could impose cancellation charges.

Return packaging for any equipment Sky expect back will be sent out to you near the end of any notice period. Remember to keep any proof of posting indefinitely.

[shiftynifty]

I have given the the 31 days clearly in my email and on the messaging service. Neither platform has generated an answer for me- despite the email one stating I would hear within 48 hours.. I have heard nothing.  

I HAVE  read the procedures before I attempted to cancel.

[Daniel0210]

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@shiftynifty wrote:

I am on a rolling contract-I 'can terminate Sky immediately' according to my accounts details.

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@shiftynifty 

Billing continues in the notice period until your last day of connection and any overpayment will be reimbursed after about 6 weeks. 

edit: last two posts crossed.

[shiftynifty]

I have already done everything you are suggesting. 

I sent an email saying I wished to cancel-and received an answer saying someone would reply within 24 hours.

That was 3 days ago-and I have had no reply.

[Daniel0210]

@shiftynifty 

Then perhaps you need to be proactive and call Sky to confirm the current position with your cancellation. 

[Mark39]

@shiftynifty Sky can't verify your identity from an email, so would need to call you in order to proceed, albeit notice should be deemed to have started retrospectively on receipt of your email. For that reason, it's probably simplest to give them a call to expedite.

[shiftynifty]

I think I have been very proactive in following Sky's procedures so far.

I am in my late 70s-but know what I'm doing.

I have been following Sky's instructions from the start. I never presume when it comes to technology.

Thanks.

[shiftynifty]

[Removed]

I found this number on an online forum-and it took me directly to a very helpful lady who cancelled everything for me no problem.

It's done.

Thank you everyone who replied.

Moderating notes: Removed contact details

[DavidLos]

Can you share the telephone number you phoned?

[MarkGoldsmith]

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@DavidLos wrote:

Can you share the telephone number you phoned?

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@DavidLos its against forum rules to post phone numbers? The only official numbers to use are:

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number. If you are in the ROI on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

[Disgruntled1011]

I've been trying to cancel for three months and they still haven't done it. Another £100 out tomorrow. 

[Daniel0210]

@Disgruntled1011 

Unless you're in a minimum term what problem are you having cancelling?