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[Dm8308]

I’ve been with Sky for 13 years, and over that time my bill has steadily gone up. I recently reached out to ask if anything could be done to help reduce my monthly payments, especially with the cost of living being so high.

I was told the best they could offer was £13 off  but only if I signed up again for another 24 months. After over a decade of loyalty, I feel really let down. I’m very disappointed and honestly unhappy with how this has been handled.

I’m now seriously thinking about leaving Sky altogether. I also have broadband with you, but I’ll be reviewing all my options.

Loyal customers should be treated better than this

[GD1]

@Dm8308  Sky like any other business are there to make a profit.

If the discounts they offered are not to your liking your option is to go elsewhere, however regardless of where you go after your initial discounted period with them they will revert to their list prices.

No company is obliged to continue giving the same discounts you may have had previously.

[Daniel0210]

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@Dm8308 wrote:

I was told the best they could offer was £13 off  but only if I signed up again for another 24 months. 

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@Dm8308 

That's correct. Unless you’ve recently changed your subscription, prices increase due to either the annual price increase (April in the UK), your discounts have ended, or a combination of the two.

If your discounted minimum term has ended or its ending soon the best new discounts are still normally acquired by calling Sky and negotiating or potentially amending your package which will require a new 24 month minimum term contract. It’s apparent that significant discounts are harder to come by these days so if you’re offered something acceptable be prepared to agree to it there and then because if you decide to think about it the offer is unlikely to be available when you call back. Also remember you’re not a new customer so expecting anything close to a new customer deal is unrealistic.

[Dm8308]

Thank you for your reply, but I find it quite disappointing.

I understand prices go up annually and discounts expire, but what’s frustrating is the lack of recognition for long-standing customers like myself. I’ve been with Sky for over 13 years, and I don’t believe it’s unreasonable to expect a fair deal without being pressured into a new 24-month contract.

The tone of your message suggests that loyalty holds little value and that any decent offer is a “take it or leave it” situation. That’s not how customer care should work  especially from a company I’ve stuck with through constant price rises.

It’s also disheartening to be told outright that expecting a deal close to what new customers get is “unrealistic.” Surely loyalty should count for something?

Unless this approach changes, I’ll be seriously considering switching to a provider that shows better appreciation for long-term customers.

[Daniel0210]

@Dm8308 
Not sure if you're aware that you aren’t contacting Sky Customer Services here. This is a customer led discussion forum where Sky customers are available to try to help other customers.

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@Dm8308 wrote:

Thank you for your reply, but I find it quite disappointing.

I understand prices go up annually and discounts expire, but what’s frustrating is the lack of recognition for long-standing customers like myself. I’ve been with Sky for over 13 years, and I don’t believe it’s unreasonable to expect a fair deal without being pressured into a new 24-month contract.

All new discounts involve a new 24 month minimum term.

The tone of your message suggests that loyalty holds little value and that any decent offer is a “take it or leave it” situation.

Thats basically correct. Better discounts are offered to new customers as an incentive to join. If you choose to leave and go with another provider, then in 18 or 24 months you'll be in the same position and if you want to return to Sky you'll be able to gain the new customer deals at that time. Most if not all providers do this. 

That’s not how customer care should work  especially from a company I’ve stuck with through constant price rises.

It’s also disheartening to be told outright that expecting a deal close to what new customers get is “unrealistic.” Surely loyalty should count for something?

Unless this approach changes, I’ll be seriously considering switching to a provider that shows better appreciation for long-term customers.

See above replies

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[Mark39]

@Dm8308 when Sky offer a discount, they're reducing their margin on the deal, so require you to agree to a minimum term in the knowledge that they'll make a reasonable return over the full term, hence the minimum 24 months requirement. 

The reason customers stay with a provider has nothing to do with loyalty. It's all about getting the products you want at a price you consider to be reasonable. After all, if you thought the price was too high, you wouldn't be so loyal as to stay. You would rightly find a better deal elsewhere, as you're now considering.

[Dm8308]

@DG9 

I understand that Sky is a business and needs to make a profit, but I believe long term customers deserve better recognition and loyalty rewards.

Yes, prices do eventually revert to standard rates with any provider, but many companies offer more competitive deals to retain their existing customers rather than focusing mainly on attracting new ones.

After 13 years of loyalty, I feel Sky could have done more to keep me as a customer. For me, it’s not just about the size of the discount – it’s about feeling valued.

[Dm8308]

@Daniel0210 Good job you’re here to tell me that.

I was simply sharing my experience as a long-term customer and how I feel Sky could have handled it better.

[TimmyBGood]

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@Dm8308 wrote:

After 13 years of loyalty, I feel Sky could have done more to keep me as a customer. 

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Perhaps worth noting that Sky Group changed ownership in 2018, and is now an overseas division of the Comcast Corporation.