Sky Help for Renewing Contract is FRUSTRATING

[sraza]

Renewing your contract is so difficult with Sky. It only gives options to upgrade and increase the price although cheaper options are available if you log out on Sky.com. As soon as you login it removes the options for the same or slower speeds which are obviously cheaper. I tried to find a phone number to renew my contract but sky help kept sending me to the same page over and over again forcing me to switch to higher broadband speed for higher costs. I also wanted to switch to Sky Stream but it was not an option online. I then found an excellent deal on USwitch but that was again available to new customers. The only option for me is to leave Sky, switch to a new provider and then come back as a new customer. I do not know how that makes any sense and why technology companies frustrate existing users and force them to switch offering new customers excellent incentives but frustrating existing customers to leave.

[caesarome]

The prices shown on the Sky website are for new customers, so for you as an existing customer you would need to call.

150 is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

[sraza]

Well, the main thing is that I am not interesting in 300Mbps or higher speeds. I am OK even with 75Mbps but there is no option given on renew page. They force you to buy expensive speeds at renewal.

[sraza]

They also do not provide any phone number to call in online help to renew. Again frustrating customers to go for the easy option and buy the contract.

[caesarome]

I have posted the number for you to use to call, it is up to you if you want to use it or not.

[sraza]

I do not have a Sky phone. Only broadband and TV. There is no phone attached.

[caesarome]

Your only other option would be to try the messaging service here:

https://www.sky.com/help/articles/cancel-sky-tv

Select "No, I still need help" at the bottom of the page on the above link.

Ignore the fact it is for cancellations as you should be able to use it for this issue as well.

[Daniel0210]

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@sraza wrote:

I do not have a Sky phone. Only broadband and TV. There is no phone attached.

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@sraza 
…alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated ROI number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

[Mark39]

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@sraza wrote:

I do not have a Sky phone. Only broadband and TV. There is no phone attached.

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You don't have to have a Sky phone to call them....

[sraza]

Did you read the thread? 

[sraza]

On this page, if you select "Need more help?" and then "My Account" -> "My Contract" -> "Renew Your Contract" it takes you back to selecting one of the speed upgrades with higher costs. It does not give you any phone number or option to keep the same speed with a new contract.

[Daniel0210]

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@sraza wrote:

It does not give you any phone number 

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@sraza 

It does provide a number to call. 

https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated ROI number.

[Pucksmasher · Accepted solution]

They are shocking at the moment. I had an offer on my home page that said 300mb for £27, 24 month contract, and an upgrade now tab. I clicked that and it went to a page asking me to call. I did.

This was 2 weeks ago and I have spoken with 3 people at Sky so far, each offering different options but not the one that was on my account page. They won't answer why.

I have a call with a "senior" advisor in contract retention today. Let's see how that goes. If they can't honour it I'm off to Vodafone.