I am trying to cancel my sky Stream account

[pattenb]

Today I spoke to a Sky customer adviser on the contact number provided for Ireland and told him that I wanted to cancel my account. I passed all the security questions, so Sky has been informed, with the necessary 31 days notice. However before the advisor could confirm my cancellation, he put me on hold and then I was cut off. I then texted the Sky number  provided  with my account number and the message that I wanted to cancel my account. The Bot initially denied that I had a Sky account but later I passed all the security questions and I am now in the queue for a Loyalty expert to get in touch - but I am not confident that this will happen. My question is: Is this legal? Account cancellation should be a simple matter and delaying the cancellation in this way could mean that I need to pay Sky extra money. What is the body that I should complain to concerning this? Thanks for your help.

[caesarome]

Sadly it does appear that cancelling an account isn't a straight forward process so if you get no where just call back again as I'm not sure Sky Irelan support it open at the weekend.

[pattenb]

The Loyalty expert did contact me by text chat later that day (Friday 21 June 2024) but also refused to close my account. After delaying me, he then  said that he was coming to the end of his shift and said he will get back in touch at 8:30 on Monday. Will he then agree to cancel my account? Who knows. In the meantime I have filled in a complaint form on https://www.sky.com/help/forms/complaints-roi - acknowledgement but no reply as yet. I have also written a letter cancelling my account to  Sky Ireland, 1 Burlington Plaza, Burlington Road, Dublin 4 but that will arrive too late for the 31 days notice to the end of my current year contract. It appears that Sky personnel are being incentivised to refuse to close customer accounts. I am considering filing a complaint with the Competition and Consumer Protection Commission. Has anyone else tried that?

[Daniel0210]

@pattenb 

Now you've made a complaint to Sky you have to allow them 8 weeks to either resolve the issue or issue a deadlock letter before taking it further.

[Anonymous]

@pattenb You keep saying they refuse to cancel your account without saying why? The first call if a simple technical malfunction on the line isn't a refusal BTW.

[pattenb]

It seems to be quite a coincidence that the line went dead just as the Sky representative was at the point of needing to concede to my request to cancel my account. You would think that a company with good customer service would ring the client back again to finish the process. Also, when using text chat, the Sky representative deliberately delayed the chat and then said he was ending his shift before completing the purpose of my contact, i.e. to cancel my account. This morning I have been contacted by the Sky Bot - not by the Sky Loyalty expert as indicated.  I was promised that the chat would restart at 8:30, now it is 9:10 and all I have received in the chat is "Good morning, it's Sky Virtual Assistand. We're back open! - let me know when you're ready to carry on". That was 20 minutes ago and I have replied twice since then and nothing more from the Bot.

[pattenb]

I have finally managed to cancel my Sky account. It took me over two hours text chatting with a Sky representative in which time I had to refuse to talk to a technical adviser (to resolve 'my' issues with Sky Stream) and to refuse various offers and beseechments to reconsider. I have found the whole process - which has taken in total over 4 hours - very stressful and it has interfered with my work. I suggest that anyone considering cancelling should just use the option of writing to Sky Ireland, One Burlington Plaza, Burlington Road, Dublin, Dublin 4. You should mention that you are serving 31 days notice of cancellation of your account and include your customer name, address, phone and sky account number. Ádh mór

[Anonymous]

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@pattenb wrote:

It seems to be quite a coincidence that the line went dead just as the Sky representative was at the point of needing to concede to my request to cancel my account. You would think that a company with good customer service would ring the client back again to finish the process. Also, when using text chat, the Sky representative deliberately delayed the chat and then said he was ending his shift before completing the purpose of my contact, i.e. to cancel my account. This morning I have been contacted by the Sky Bot - not by the Sky Loyalty expert as indicated.  I was promised that the chat would restart at 8:30, now it is 9:10 and all I have received in the chat is "Good morning, it's Sky Virtual Assistand. We're back open! - let me know when you're ready to carry on". That was 20 minutes ago and I have replied twice since then and nothing more from the Bot.

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Who knows what happened with the call but many call centre agents can't ring back. The webchat may be waiting for you to get connected to a human being, as the line had just opened it's possible that the agent had multiple chats and you were simply in a queue. No webchat is instant, you reply and get on with your day and just listen out for the notification when they get around to you.