Sky Glass billing issues after cancelling TV subscription part

[Dlsky1234]

So, I am resorting to a forum because I am exasperated at the inept service received by calling up (I called a few nights ago - was transferred to 4 different people and then eventually cut off). Genius.  Thanks for that.

So, the issue I'm having is.....I've cancelled my TV subscription part of my Sky Glass service.  It was effective immediately, with no requirement to wait 30 days (there was a reason for this).  Initially, my bills updated and contained only the £17 for the hardware going forwards (including a credit back on my next bill for the 5 - 27 Sept element of tv subscription that I'd already paid for as bills are paid in advance yes?).  All seemed very well and super simple.

However, I logged in a few days later and suddenly the tv subscription and Dolby Atmos sound packages were back on again and my bills going forwards are all £54 again.  Clearly a mistake and someone has obviously not pressed a button following the cancellation.

The cancellation was immediate, was confirmed by Sky in texts and emails etc - it isn't debatable.

My query is, are my bills wrong or will they miracuulously fix themselves again without me having to call up and sit in mind numbing customer servicer queues on the phone? If I do have to call, can someone please point me in the right direction for which number to call and what to say to the automatic questions/menu presses - before I simply leave it, accept the bills will be wrong and let Sky take money off me while preparing a complaint.  As you can tell, I'm not impressed - it really should not be this difficult. 

[caesarome]

Are your TV now showing as cancelled and does what will have been your following months bill show another credit for this overpayment?

[Dlsky1234]

Hi, I'm sorry - I cannot undertand what you're asking me?

My TV is cancelled, yes.  I have no access to the normal Sky Entertainment channels/programme guide etc (which is what I wanted - that's why i cancelled).

My bills for Sep, Oct, Nov etc are all showing as £54.  Which are all wrong.

I don't know if that's what you're asking me?

[caesarome]

What date was this cancelled as it might take a few days for everything on your account to update.

[Dlsky1234]

It was cancelled on 5 September.  

As I said in my post, i checked my bills that same evening and the following day and they were all correct.  They showed the £17 going out for the hardware (which is correct) and they showed my next bill with credit applied for the 5 - 27 Sept.  They showed no mention of the next months tv subscription....but then a few days later they did, it was re-added to Septembers bill, and Octobers Bill, etc etc.

I have zero confidence that they've done this correctly, but if you're saying it could take more than two weeks for the current and future bills to be correct then I guess I'll just wait it out.  

I'd prefer someone to look at my account and tell me what they think....but there's no way I'm calling up and sitting in a queue particuarly when they're facing technical issues as reported on the BBC today!

[caesarome]

@Dlsky1234 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Dlsky1234]

Thanks - I'll look out for the chat bubble on here.  Appreciate your help.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Dlsky1234 an invite to chat.