Fraudulent advertising

[Cb_8]

Has anyone had any issues or can someone help with explaining why sky feel they can put an offer of product renewal through the app at a price without including the annual increase but when you phone it's already all worked out and ready to add the moment you accept the offer? This surely is fraudulent advertising as I accepted an offer after the annual price increases were added to future bills and as such would assume any contract renewal offers included this also. Have even got a manager to agree on the phone that it's deceptive. Have requested a SAR and informed I'll have it in 7 days but also don't trust the manager even knew what I was speaking about. Any help with this would be appreciated.

[Mark39]

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@Cb_8 wrote:

Has anyone had any issues or can someone help with explaining why sky feel they can put an offer of product renewal through the app at a price without including the annual increase but when you phone it's already all worked out and ready to add the moment you accept the offer? 

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Presumably because the potential for an annual increase is explained in the terms and conditions ypu agreed to.

It would be a different matter if you had specifically asked whether the renewal price included the annual increase and were told yes, when in fact it didn't.

[MightyQuinn]

Hi @Cb_8   What services are you referring to?

[Cb_8]

I specifically did ask this to be told the offer would include this and it would just be an error in the app. The point is more why sky don't advertise and say your price for new contract will be "x" till this date then "y" from this date. They know the price increases if you phone then so it's quite deceptive not to share this. The team leader though did confirm that the cost show would include the increase 

[Cb_8]

Sky stream 

[TimmyBGood]

@Cb_8 

Like all companies on that kind of scale, Sky Group (a division of the Comcast Corporation) employs buildings full of lawyers to vet their activities, so while undoubtedly annoying it's extremely unlikely to be 'fraudulent'

[Daniel0210]

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@Cb_8 wrote:
Have requested a SAR and informed I'll have it in 7 days but also don't trust the manager even knew what I was speaking about. 

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@Cb_8 

These can take up to 28 days to be actioned.

[TimmyBGood]

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@Daniel0210 wrote:

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@Cb_8 wrote:
Have requested a SAR and informed I'll have it in 7 days but also don't trust the manager even knew what I was speaking about. 

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@Cb_8 

These can take up to 28 days to be actioned.

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Specifically the ICO says 

How long does the organisation have to reply to me?

Organisations normally have one month to reply to your request. If your request is unclear, an organisation may stop the clock until you explain what information you are looking for.

However, if they ask you for ID, the clock only starts when they have what they need from you.

If you’ve made a number of requests or your request is complex, the organisation may need extra time to consider it. They can take up to an extra two months to respond. If they are going to do this, they must let you know within one month of getting your request, and explain why they are taking longer.

[Mark39]

@Cb_8 if you feel you have grounds, you could raise a formal complaint. I'd suggest using the Web for option here, rather than a complaint by phone: https://www.sky.com/help/articles/how-to-make-a-complaint

[Cb_8]

Thanks I may just do that

[MightyQuinn]

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@Cb_8 wrote:

Sky stream 

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Hi @Cb_8   This is the reason I asked; 

Not Subject to Ofcom Rules:

As Sky Stream and Sky Glass operate primarily through the internet, they are considered content services and are not subject to Ofcom's regulations on price