Disappointing

[Em1851]

I have been left so very disappointed by Sky today. 

After many attempts with AI in messaging and chats, I eventually managed to speak to a person. My bill had recently gone up an I wanted to see if anything could be done to help.

The guy said that my broadband was going through cancellation. I asked why and he said that I had requested this. I assured him that I had not. He put me on hold for a while to look into it. When he returned to the call he said that it had been an error on Sky's part and it had been rectified. I was not told what the error was or how it was rectified.  This has left me worried and confused. 

He then started to ask for the reason for my call. I explained that the bill had recently gone up. He explained that the reason for this was inflation. I asked whether anything could be done to help with costs. My son is autistic, agoraphobic and has other disabilities, his world is very small so we rely on services such as Sky for entertainment, filling parts of the day etc. 

I was told nothing could be done to help. My only option was to remove Sky cinema which would save me £10 per month. I reluctantly agreed, simply because I needed to make a saving. 

I'm left feeling upset that after 15 years of loyalty, the only way to reduce my bill was to lose a service. I also feel unnerved at the lack of explanation at very nearly losing my broadband which I had not requested. 

I understand that the people answering the telephone do not make the rules but I am disappointed and upset at Sky just now. A ridiculous amount of money monthly for a basic service which I'm over a barrel for because my son needs it.

Does anyone know of an alternative service for rural areas who offer good broadband and streaming services for TV please 

Thank you in advance 

[NickNewark]

@Em1851 Can I ask, do you know if you on standard pricing or receiving contracted discounts ?  It's possible you are paying more than perhaps you were if some discounts have finished. 

[Em1851]

Hi, 

Thanks fir your reply. 

I'm in a contract until next year. They say I already have reductions on my account 

[NickNewark]

@Em1851 You could always raise a complaint, asking them to explain why the broadband was put through to be cancelled and the stress it has caused. You may get an explanation. You could copy and paste your original post as the complaint. 

it's not a particularly quick process but might clarify things for you.

[Mark39]

@Em1851 unfortunately the days when you could get a meaningful discount on renewing your contract with Sky appear to be over. It seems a nominal £5 or £10 reduction  is the norm nowadays. 

You could look at BT/EE as an alternative for broadband and TV streaming.

The broadband cancellation thing sounds a bit odd to me. I'd be inclined not to take too much notice of what the adviser told you.

[Em1851]

Thank you 

I really appreciate your help 

[Em1851]

Thank you for help.

It's a shame to have to lose a service in order to afford the climbing costs.

I will look into your suggestions 

Thank you 

[2muchTV]

While looking for alternative broadband providers online, sometimes neighbours know of deals that cannot be found on search engines. This happened twice in my current home.

First... fibre to the cabinet was only offered to my street via a company that specialised in broadband to industrial estates but was prepared to serve household residents (Waricknet). A residents' Facebook group shared this information. 

Second.... I noticed men in a company van (Fiber One) running cables on my street. Kept researching and eventually discovered they work on behalf of a Romanian broadband company called Digi. Now joined paying £20 pm on a 30 day contract.

TV is via Sky's Now TV which costs me £31. 

[Em1851]

Thank you for your help. I really appreciate it