Misleading online broadband and sky talk renewal offer from Sky saga

[Bob+L]

Relative's sky 150mb full fibre and anytime extra calls plan contract ends in mid April.

Was going to telephone sky to haggle a new deal like we have done in the past.

However, logged into My Sky and there was some renewal offers.

300mb full fibre with anytime extra calls for £40.50

nb. upgrading from 150mb to 300mb

Proceeded to accept the offer. 

I did notice the Basket didn't mention anything about the  Sky Talk Anytime Extra Call Plan.

30 minutes after completing the order, the 150 Mbps broadband went down and came back up at new faster 300 Mbps speed.

Two hours later, received an email from sky advising the monthly payments would be £40.50 for Full fibre 300 and £17 for AnyTime Extra call plan !  Future billing confirmed the amounts.

Now got to contact Sky this evening to sort out this mess.  The end of the email mentions 31 day cooling off period.

[caesarome]

@Bob+L 

If you don't make calls via a landline phone then call them to change the calls package to pay as you talk which will remove that £17 charge.

[Mark39]

@Bob+L looks like a bit of a slip-up (I'm being polite). Hopefully Sky will be able to put it right, though it might need manual intervention which may take a few days.

[Bob+L]

Phoned Sky this evening on 41 41 number contained in the email.  Spoke to an agent from likely to be an overseas call centre.

Cut long story short, offered old package  150 mb full fibre with Sky Talk Anytime Extra for £30 and £16 respectively.  Usual 24 months minimum term. Prices may rise during minimum term. 

Accepted the £46 offer and received email confirmation from Sky while still speaking to the agent.

When we checked 'future billing', it currently shows £30 for fibre and incorrect £17 for anytime extra plan for May and June 2025.  Will check it if it is corrected tomorrow.

About 30 minutes after coming off the phone, the 300 mb broadband dropped momentarily and returned previous 150 mb speed.

£40.50 for 300mb with anytime extra calls was an amazing offer, but clearly too good to be true given the state of Sky in hindsight.

We can't be the only Sky customer who has come across this misleading renewal bug for broadband and calls?

I wonder if the fact the earlier sky order confirmation showing Anytime Extra is an 'additional' cost, took some considerable time to arrive, may be an indication Sky becamse aware of the problem?  

[Bob+L]

Just logged into MySky and looked in MyMessages where there are two messages for earlier corrected 300mb & anytime calls offer, and renegotiated 150mb & anytime calls offer.

Email from sky received at 6.21pm while speaking to the agent clearly showed:

Broadband Contract Summary

Sky Full Fibre 150, Full fibre technology: £30.00 per month for 24 months, £43.00 per month thereafter.

Talk Contract Summary

Sky Talk Anytime Extra: £16.00 per month

In MyMessages, the last message time stamped 7.36pm (over an hour since coming off call with sky)

quotes £30.00 per month for Sky Fibre 150.

No mention whatsover about Sky Talk Anytime Extra or any Sky Talk prices.

There is mention of minimum term for sky broadband, talk (payg?) and line rental.

The earlier MyMessage for 300mb fibre and Anytime extra calls received after 2pm (over an hour after accepting renewal online), does quote prices for both:

300mb fibre at £40.50 

sky talk anytime extra at reduced £14.

So now begs the question is Anytime Extra included or is it about to be removed.

Will check tomorrow to see if anything changes (corrected) overnight.  Otherwise, looks like will have to phone sky again if the discrepancies continue to persist.....

[Bob+L]

I'm not able to edit message above to correct an error.  But I just realised after reading the sky email more closely, the email sent by the agent we spoke to, is a 'pre-checkout' summary only.  It is not the agreed contract.

The actual 'confirmation of offer' contained in MyMessages is the contract, which differs from the pre-checkout summary as there is no mention of Talk Anytime Extra.

Looks like we'll have phone sky again tomorrow....

[Bob+L]

Checked the older MyMessages for 'Confirmation of Offer', to compare to the latest one received today.

In 2022, 2018 and 2017 when we had Superfast FTTC broadband with Anytime calls,  all the Confirmation of Offer messages are very similar in style/layout to today's message. The messages don't mention AnytIme Extra calls plan at all, but we knew we were charged for it.

So it seems like either the agent we spoke to either sent a misleading pre-check summary email for £30 150mb fibre with £16 anytime calls, OR more likely sky's back office system rejected the £16 anytime calls offer entered by the agent, and amended it to the regular £17 price as reflected in 'future billing' pages.   (I seem to have lost ability to upload images, so can't post a pic)