Returning to Sky for broadband

[Bladerunner003]

I am in a state of confusion! Approximately 3 weeks ago we decided to switch from Sky, to EE. We have been with EE for about 3 weeks, and the service provision was appauling to say the least. However, Sky were going to charge me £154.00 for early contract termination, so after spending hours trying to find a way of being able to talk to someone from sky, to explain what has happened. All emails from Sky are sent ( No-Reply Emails ) this is very frustrating, and I consider it to be not a very friendly customer treatment. Eventually I found a telephone number, and was finally able to speak about my situation. He explained to me that if we were to come back to sky, he could offer a very good deal to me. At first I just listened to the deal he was offerring, and after he had finished, I agreed to accept the deal, paid a £20.00 deposit, and was sent all tghe contract information, and was effectively, all setup to receive a 55inch Sky ( Glass ) TV on Sunday the 24th of May 2026 + a new router for the broadband.

Then on Saturday the 23rd of May 2026, I recieved a ( No-Reply ) email from sky, stating that everything that I agreed to had been cancelled! No reason given, just the TV delivery, and the contract had been cancelled. Again! I was left with no option to ask anyone from Sky the reason for the cancellation, as the email once again was ( No-Reply ) I am now in a position of not knowing what has gone wrong! Not a very friendly way of dealing with a returning customer!

Richard Thompson

[Hunter2660]

Hmmm. This is not the first time I've heard of Sky agreeing to a deal over the phone, then not honouring it. Did you "sign" anything on the email to confirm the deal, because it's withdrawn within a certain time frame if you do not. I don't like it, it's a poor way to keep customers.

[Daniel0210 · Accepted solution]

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@Bladerunner003 wrote:

I recieved a ( No-Reply ) email from sky, stating that everything that I agreed to had been cancelled! No reason given, just the TV delivery, and the contract had been cancelled.

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@Bladerunner003 
It’s possible you may have failed the required credit check(s) for the Sky Glass. 

If you contact Sky they would be able to confirm that’s the reason your order was cancelled but not why you failed the credit check in the first place as they are not allowed to view your credit record. You would have to sign up to a credit reference agency like Experian or Equifax, which would give you access to your credit record.

Also perhaps check that Sky have the correct spelling of your name.

Any upfront payment you’ve made should be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to contact Sky to chase it up.

[Me134]

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@Bladerunner003 wrote:

I am in a state of confusion! Approximately 3 weeks ago we decided to switch from Sky, to EE. We have been with EE for about 3 weeks, and the service provision was appauling to say the least. However, Sky were going to charge me £154.00 for early contract termination, so after spending hours trying to find a way of being able to talk to someone from sky, to explain what has happened. All emails from Sky are sent ( No-Reply Emails ) this is very frustrating, and I consider it to be not a very friendly customer treatment. Eventually I found a telephone number, and was finally able to speak about my situation. He explained to me that if we were to come back to sky, he could offer a very good deal to me. At first I just listened to the deal he was offerring, and after he had finished, I agreed to accept the deal, paid a £20.00 deposit, and was sent all tghe contract information, and was effectively, all setup to receive a 55inch Sky ( Glass ) TV on Sunday the 24th of May 2026 + a new router for the broadband.

Then on Saturday the 23rd of May 2026, I recieved a ( No-Reply ) email from sky, stating that everything that I agreed to had been cancelled! No reason given, just the TV delivery, and the contract had been cancelled. Again! I was left with no option to ask anyone from Sky the reason for the cancellation, as the email once again was ( No-Reply ) I am now in a position of not knowing what has gone wrong! Not a very friendly way of dealing with a returning customer!

Richard Thompson

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Your post seems to have skipped some important details. Did you stay with EE for the broadband? Does not 3 weeks take you beyond the cooling off period and if so did you pay the ETCs from Sky for the BB? What does your Sky account say?