In contract discount offers

[Matt4281]

Hi all. Could someone tell me if Sky are allowed to lower your contract offers whilst still in contract. With Aprils bill increases one of my offers has come down by £2. Also, can Sky increase my bill twice in 12 months? My bill went up in December, £2 Sky signature, 2 Sky sports and £1 Sky Ultimate. I was told these increases were because my bill didnt go up in April last year??? Thx.

[Mark39]

I haven't checked, but you can check for yourself. There's a copy of the standard tv contract here, or you can use your own agreed contract which you should find in the Messages section of your online account: https://www.sky.com/help/articles/sky-terms-and-conditions

[PandJ2020]

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@Matt4281 wrote:

Hi all. Could someone tell me if Sky are allowed to lower your contract offers whilst still in contract. With Aprils bill increases one of my offers has come down by £2. Also, can Sky increase my bill twice in 12 months? My bill went up in December, £2 Sky signature, 2 Sky sports and £1 Sky Ultimate. I was told these increases were because my bill didnt go up in April last year??? Thx.

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In contract discounts are fixed for the period agreed.

They only increase list prices once per year (April) - your net bill may change at other times of course depending on timings.

There does appear to be a number of people reporting being effectively undercharged for Signature etc. which resulted in a few pounds here and there.  It seems to be Sky's error in undercharging - perhaps you'd like to call up and offer to pay for the period they did so?  😉

[Matt4281]

Thanks for the replies amd info. 

I have just spoken to retentions. They advised that my contract discounts can change and everyone's will be changing in April, effecting millions of customers? My in-contract discounts I'm querying are the Sky sports package. I have been getting £7 and £8 off, this is dropping to £8 and £5 in April. Can they do this? Have i been misinformed? If so what steps can i take to take this further. Heads up Sky customer service is at an all time low, so i don't fancy speaking to 5 different people again 😃

[PandJ2020]

Someone is confused.  In contract discounts are agreed for a period and do not change

list prices change which is happening in April - this does not change your discounts.

The discount is an absolute amount from list.

[DJ3]

I have also just been told my sky sports in contract discount is being reduced from April and they won't do anything about it. I was advised about annual prices rises when I signed up in January, but not that the in contract discount will reduce. This is misselling surely?

[Mark39]

@DJ3 I would suggest calling Sky to complain. Others have had other discounts or a credit applied to offset the reduction in your agreed Sky Sports discount.

[DJ3]

I have! Been on the phone for an hour this morning and told nothing more they can do, but I can cancel if I wish....now waiting for a call back which could take up to 72 hours apparently. 

[Matt4281]

This took me ages to get resolved. I made a few complaints. The last complaint finally getting

the issue resolved. I was credited the difference over the length of my contract to offset the reduction. I hope you get sorted pal. You are best filling out a complaint form because the customer service is terrible and phone calls will get you no where. 

[Alan-1]

I've had exactly the same thing happen to my discounts and been in dispute since Monday. After many calls and emails I have had this response in an email:

I understand how important it is for you to have clarity and consistency in the application of the agreed discounts, and I sincerely apologise for any confusion or inconvenience this situation has caused.
I have personally reviewed the details of your account and the communication from our Values Team with regards to the Sky Sports offer but they informed that due to inflation it was high and as per notes Sky Sports offer was £21.00.
I acknowledge your frustration regarding the discrepancy between the agreed discounts and the actual reduction in your monthly charges. Rest assured, we will thoroughly investigate this issue to ensure that the terms of our agreement are upheld

If I do not get a suitable response I will got through the adjudication system but you can't start that until 8 weeks after original complaint:

https://www.cedr.com/consumer/cisas