Overcharged - Discounts in Broadband contract not applied.

[SunnySky77]

Hello there – I hope someone can help!

I have recently moved from Sky Superfast Broadband to Ultrafast.

I have a contract (and subsequent confirmation) that the monthly price is £27.50 for 18 months.

Discounts in the contract:

• Broadband Subscription Discounted 18 months discount (£10.50)
• In-Contract discount 18 months discount (£5.00)

I know the £3 April increase goes on top – so £30.50

It was installed and activated today, so I thought I would check my bill.

Sky have only applied the In-Contract discount 18 months discount (£5.00), meaning my bills have been set at £41.! – The additional £10.50 has not been applied.

After various “live” chats, and being told, eventually that the billing team are only contactable by phone, I spoke to them who said that they cannot apply offers and I need to contact the value Team?

Anyway – managed to speak to someone very helpful (Linda) who said they will forward it onto a Manager as it is in black and white in the contract, and hopes that the offer will be applied manually?

I then get an email from Sky with “Right to Exit Offered”.

Where do I go from here – can Sky simple renege on a Contract?

Am I just better offer walking away to a competitor or try to fight this?

It makes me so angry – as I am pretty sure, if we were in breach of Contract, Sky would come down on us like a tonne of bricks!

Rant over – hit me with any advice – thanks!

[Mark39]

If it were me in your position, I'd walk away to a competitor. Whatever the rights of it, I don't think it would be worth the aggravation and cost involved in trying to force Sky legally to honour the original agreement if they don't want to. It's one of those scenarios where discretion may be the better part of valour. 

If you wnat to have a final 'punt' to see where it goes, you could always raise a formal complaint. I'd suggest doing so in old-fashioned writing.

Your call, of course.