Downgrading TV package

[Devonian3854]

4 days ago I downgradred my TV package and agreed to a new dicounted contract with sky sports removed.  The process was very complicated and drawn out but eventually a deal was agreed and I was promised that I would recieve an email with all the details within 72 hours and at that time the Sports channels would be reomvoved from my account.

4 days on and no email and Sports channels are still on my account and on my TV.

Can anybody help me please in letting me know the normal timescale for this?

[oj01]

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@Devonian3854 wrote:

4 days ago I downgradred my TV package and agreed to a new dicounted contract with sky sports removed.  The process was very complicated and drawn out but eventually a deal was agreed and I was promised that I would recieve an email with all the details within 72 hours and at that time the Sports channels would be reomvoved from my account.

4 days on and no email and Sports channels are still on my account and on my TV.

Can anybody help me please in letting me know the normal timescale for this?

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In my experience the email usually comes immediately. It's possible that you had to give 31 days notice to cancel Sky Sports, which would explain why that is still watchable. Do your future bills reflect the new deal? 

[Daniel0210]

@Devonian3854 
To remove part of your Sky Q/+ TV package you will need to give 31 days notice. Also make sure cancellation of a certain add-on doesn’t cancel another discount. 

[Devonian3854]

The deal struck was if I started a new contract (Sky Sports was not on a contract) for Signature and HD at a discounted rate the Sports channels would be disconnected within 72 hours and the new price would start as from April.

Future bills are showing old price including a price increase.

[Mark39]

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@Devonian3854 wrote:

The deal struck was if I started a new contract (Sky Sports was not on a contract) for Signature and HD at a discounted rate the Sports channels would be disconnected within 72 hours and the new price would start as from April.

Future bills are showing old price including a price increase.

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Sounds odd. I would have thought the 31 days notice would be applied automatically by Sky's systems. I think you'll need to follow it up with Sky.

[Devonian3854]

Thank you for your reply.

The agent I dealt with did not inspire much confidence and he seemed more interested in my giving him a good report on a survey which never arrived.

I have now filed a complaint via email as I have no wish to go through the chaotic call centre.

[Devonian3854]

I emailed Sky with a complaint and despite being told in an automated reply that I would get a reply within 24 hours I heard nothing.

So, this morning I phoned Sky again and got through to the Indian call centre and spoke to a very apologetic and professional gentleman.  We went through everything again i.e. my cancelling Sky Sports channels and keeping Signature, Sky Cinema and Sky HD packages.  I was quoted a price of £36.50 last week which the gentleman today stated that he could see that was offered.  He then gave me a new price of £34.50 per month.  I told him that I was sceptical that anything would be done so he asked me to check my account online whilst he was on the phone and all future bills are at the £34.50 starting from April.  Sky Sports was also taken off the platform instantly so no waiitng for 31 days.  I guess it is a lottery who you get to answer the phone at the call centre because the guy this morning (his name is Bishank) was first class and everything was done in ten minutes.  Faith restored in human nature!

[Devonian3854]

Just to quickly add, I have now received emails confirming everything promised this morning at the prices promised.  Now have an 18 month contract for this deal.

[oj01]

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@Devonian3854 wrote:

Just to quickly add, I have now received emails confirming everything promised this morning at the prices promised.  Now have an 18 month contract for this deal.

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That's how, in my experience, it usually works. Sounds like something/someone didn't quite go right the first time. 

Glad it's now sorted.