0

Discussion topic: Refusal to honour offered deal.

Reply
Avatar for Paul39
Level 1 icon
What's this?
This message was authored by: Paul39

Message posted on ‎31 Dec 2025 02:08 PM

Refusal to honour offered deal.

Sky offered me a new deal and refused to honour it. Following my complaint they have failed to contact me for 3 weeks. Every time I ring them back they promise to review it and ring me back but never do. How do I escalate this? I rang them today to be told it would be next week before they contacted me due to holidays.

Report post
Post 1 of 7
300 Views
0 Likes
Reply
Reply

All Replies

Avatar for SKY1992bf
Level 16 icon
What's this?
Superuser
This message was authored by: SKY1992bf

Message posted on ‎31 Dec 2025 02:10 PM

Re: Refusal to honour offered deal.

Posted by a Superuser, not a Sky employee. Find out more

@Paul39  sky have 8 weeks to response so you will need to give them a further 5 weeks


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Please note: I am just a sky customer not a employee - posts from sky employees (aka community team) are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others

If you would like to post a “Send Your Thanks to Sky” message please click Here
Report post
Post 2 of 7
297 Views
Reply
Avatar for Paul39
Level 1 icon
What's this?
Topic Author
This message was authored by: Paul39

Message posted on ‎31 Dec 2025 02:55 PM

Re: Refusal to honour offered deal.

They told me it was 5-7 working days so how can it now be weeks?

Where does it say they have weeks to reply?

Report post
Post 3 of 7
275 Views
0 Likes
Reply
Avatar for Daniel0210
Level 16 icon
What's this?
Superuser
This message was authored by: Daniel0210

Message posted on ‎31 Dec 2025 03:02 PM

Re: Refusal to honour offered deal.

Posted by a Superuser, not a Sky employee. Find out more

@Paul39 

You've been given correct advice. After initial acknowledgment of the complaint Sky have up to 8 weeks to resolve it or issue what's called a deadlock letter. 

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

 

See the Alternative Dispute Resolution section.


▪️I AM NOT A SKY EMPLOYEE (not even undercover)▪️
NOTE: I only provide help on the forum boards so Direct Messaging is switched off
▫️
Sky customer since 2001
with:
Sky Q | Sky Broadband | Sky Talk | Sky Mobile(s)
Report post
Post 4 of 7
270 Views
Reply
Avatar for Paul39
Level 1 icon
What's this?
Topic Author
This message was authored by: Paul39

Message posted on ‎31 Dec 2025 03:26 PM

Re: Refusal to honour offered deal.

My complaint is a simple issue so does not fall within the 5-8 weeks time requirement. They have failed to respond and keep me updated at any point in the process so are not following their own processes.
This is from the document link above.

"We aim to respond to your complaint and agree a resolution within 10 days. Some complaints, depending on their nature, could take longer to resolve, especially if they’re technically complex. If we’ve been unable to agree a resolution for your complaint within this timeframe we’ll contact you. We’ll keep you informed of progress in a way that best suits you and at a time that’s convenient to you."

Also SKY are charging me full price for my services whilst they fail to respond.

Report post
Post 5 of 7
256 Views
0 Likes
Reply
Avatar for SKY1992bf
Level 16 icon
What's this?
Superuser
This message was authored by: SKY1992bf

Message posted on ‎31 Dec 2025 03:30 PM - last edited: ‎31 Dec 2025 03:34 PM

Re: Refusal to honour offered deal.

Posted by a Superuser, not a Sky employee. Find out more

@Paul39  Simple is irrelevant all complaints have the same timeframe for responding 


 10 working days is an aim (estimate) not a guarantee response time 

 

you can't take it further until sky responds or issues a deadlock notification 


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Please note: I am just a sky customer not a employee - posts from sky employees (aka community team) are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others

If you would like to post a “Send Your Thanks to Sky” message please click Here
Report post
Post 6 of 7
250 Views
Reply
Avatar for PandJ2020
Level 16 icon
What's this?
Superuser
This message was authored by: PandJ2020

Message posted on ‎31 Dec 2025 03:39 PM

Re: Refusal to honour offered deal.

Posted by a Superuser, not a Sky employee. Find out more
@Paul39 wrote:

Also SKY are charging me full price for my services whilst they fail to respond.

Whilst frustrating do not be tempted to withhold payment.

I am just another Sky customer and my views are my own even if you don't like the answers
Report post
Post 7 of 7
240 Views
Reply
Reply