New price agreed over the phone, however, not showing on my future bills.

[DavidJB8]

Hi Sky, 

I am moving home next month and checked what broadband is available at my new address and the price of it. I called Sky and was offered a higher price as a VIP customer than what is on offer for the new customers at my new address. A Sky team member on the phone agreed to give me the same price that is visible on the website; however, the price on my future bills is still not the same and higher than what was agreed. Is this still going to change? I talked to Sky on 5 November, and it's 11 November today. 

[caesarome]

---

@DavidJB8 wrote:

however, the price on my future bills is still not the same and higher than what was agreed. Is this still going to change? I talked to Sky on 5 November, and it's 11 November today. 

---

What date range does these future bills cover, is it more than a month, especially for the first one ?

[MarkGoldsmith · Accepted solution]

---

@DavidJB8 wrote:

Hi Sky, 

I am moving home next month and checked what broadband is available at my new address and the price of it. I called Sky and was offered a higher price as a VIP customer than what is on offer for the new customers at my new address. A Sky team member on the phone agreed to give me the same price that is visible on the website; however, the price on my future bills is still not the same and higher than what was agreed. Is this still going to change? I talked to Sky on 5 November, and it's 11 November today. 

---

If the bill generated is for a month long period and is incorrect you should raise a complaint with Sky.

I actually had a similar issue the other day where the confirmation email I received from Sky wasn't what was agreed verbally on the phone. I raised a complaint via the process documented here and it got sorted and corrected as expected.

https://www.sky.com/help/articles/how-to-make-a-complaint