Ending broadband due to forced house move.

[pilgrim1710]

I have been a loyal customer of Sky for over 10yrs I recently had to move home due to unforseen circumstances. My new home had broadband already supplied to it & I had no choice but to cancel my Sky broadband. This happened approx 4th Feb after discussions with your support teams. I was ASSURED that that would be no penalty charges due to the fact I had no choice in moving broadband provider. Being a long term customer I decided to remain with Sky & have taken up the Streaming service & use your mobile phone service. I am now reconsidering my decision as you have reneged on what I was verbally told (Please check your record of the telephone conversation for my account) I have also been chased for a the return of my Sky Q box & broadband router. The router was returned on 15th Feb to which you have confirmed?? Why are you saying I haven't returned the equipment. Please can you look at my bill for £278 & let me know how I can get it removed as promised. 

[GD1]

@pilgrim1710  You're not contacting Sky customer services via this route, no one here can see your bill or access your account.  To riase a complaint you need to follow the correct routes here https://www.sky.com/help/articles/how-to-make-a-complaint

[caesarome]

@pilgrim1710 

This is a customer helps customer forum but don't be put of by this as we can help.

Regarding the returned equipment have you still got the proof of posting receipt ?

Regarding this £278, what have you been billed for as billing will continue usually right up to the day you leave so do future bills show a credit on them ?

[pilgrim1710]

Hi , thanks for the prompt response to my query. Yes I have receipt for return of router & will watch monitor the situation. Ref the £278 I was clearly told over the phone that due to the fact I was moving to a home which already had a dedicated broadband router I would have to pay any cancellation charge. (Was I niaive to believe this & is it actuallytrue? I also gave them 31 days notice.

[caesarome]

@pilgrim1710 

For the charge you would need to take this up with them as it might have been an automatic process if there is no credit on a future bill.

For the returned equipment issue if you want we can escalate your post to this messaging team who should be able to help with this seeing as you have the receipt so let us know if you are happy for us to do this, if you are they will make contact with you via a private chat bubble on here tomorrow.