How long is the chat que for cancellations?

[Algie42]

I am trying to cancel my Sky Q at the contract end on April 9th. I have been in a chat que for almost an hour, is this normal?

[caesarome]

During the day there will always be a wait it probably will not be an quicker but you could try calling. Quieter times are after 9pm or when the lines open at 7am.

[Daniel0210]

@Algie42 

As customers we wouldn't know how busy they are on how many staff are on duty. It may be quicker to call. 
Select ‘Need more help’ at the bottom of the following link which will lead to a phone number.
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 should 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 ringing or writing in.

If you cancel correctly you should receive a confirmation email from Sky.

If you’re cancelling Sky Q totally don’t forget it’s very important that you keep you proof of posting indefinitely when you return the box(es) as Unipart are not quick at telling Sky you have sent equipment back. Return packaging will be sent out towards the end of your notice period.

[Algie42]

I asked in the initial chat with a virtual assistant for a telephone number to call. 

I have for been given one yet.

What number should I call?

[PandJ2020]

I've used the chat a few times recently - wait times no more than about 10 minutes for me.  (Managed to cancel and renegotiate a new deal)

[Daniel0210]

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@Algie42 wrote:

What number should I call?

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@Algie42 
Using a Sky Mobile or a Sky Talk landline call free by just dialling 150, otherwise use this link:
https://www.sky.com/help/home
UK: Scroll down and click on ‘Need more help’ and it provides an 0333 number. A lot of mobile networks include 01, 02 and 03 numbers in their inclusive minutes.
ROI: change the flag in the very bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides an 0818 number.
(The forum filters don’t like us typing the digits in full).

Like most large companies any calls to Sky will start off automated but stay on the line and don’t hang up if prompted to.

[Algie42]

Thank you all for your help and advice.

I did manage to conclude my original chat session and got my cancellation processed after just north of 5 hours.

When will media companies be forced to give existing customers the same sort of deals as new ones like the insurance sector were legally obligated to do a couple of years ago?

[GD1]

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@Algie42 wrote:

When will media companies be forced to give existing customers the same sort of deals as new ones like the insurance sector were legally obligated to do a couple of years ago?

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No one here can tell you.

[TimmyBGood]

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@Algie42 wrote:

When will media companies be forced to give existing customers the same sort of deals as new ones like the insurance sector were legally obligated to do a couple of years ago?

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That was a decision made by the Financial Conduct Authority in its role as insurance industry regulator to ensure 'market functionality'.  Ofcom, the regulator for broadband (and with oversight of television content) has no such powers and would require Parliamentary legislation to be granted them.

https://www.fca.org.uk/news/press-releases/fca-confirms-measures-protect-customers-loyalty-penalty-h...