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Discussion topic: Sky Loyalty/Retentions - Contract Renewal

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This message was authored by William+Vincent This message was authored by: William+Vincent

Sky Loyalty/Retentions - Contract Renewal

Is it just me or does anyone else feel that whatever Sky loyalty was has completely gone?

I have been with Sky for almost 30 years, although they tell me 24 years. Now, this contract negotiation Sky has completely forgotten loyalty in favour of new customer deals that are rammed down my throat every 10 minutes on the TV. Now I pay more for my TV and broadband than a new customer!

I renewed my contract recently with Sky reducing the monthly charge (£100 to £50) by taking elements away e.g. sports, multi room, talk anytime etc. I am using my 30 days ‘cooling off period’ to look at alternatives for TV and broadband.  I have just come of the phone speaking to an advisor in the ‘loyalty’ department notifying him that I am cancelling the broadband. I wasted my breath in answering his question why am I leaving, I gave three reasons:

  1. Contract renewal admin charge that was applied (£40! Adding £2+ to my monthly bill) when new customers are being given rewards of £70-£90 in various voucher claim back schemes.
  2. The cost, providing some examples.
  3. Related to item 2 the lack of ‘loyalty’ shown to existing customers meaning that I as an existing customer pay more.

I can only assume that he agreed, or perhaps could not be bothered by his lack of response.

I am only left with a limited TV package and two mobiles. The TV I will be looking at and mobiles is easily the next one to be ditched (again within 30 days ‘cooling off period’).

Sky ‘loyalty’ completely gone out the window. Or am I missing something?

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This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Sky Loyalty/Retentions - Contract Renewal

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

Previously Sky did care about loyalty but they have now change md tack and become just like any other service provider where it's all about attracting new customers. The reason is that this model is generally more lucrative, it's the reason most service providers do this.

 

Where it's your phone, TV, broadband, banks (historically energy)  you need to keep ditching and switching providers to get the best value for money.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Sky Loyalty/Retentions - Contract Renewal

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

@William+Vincent wrote:

Is it just me or does anyone else feel that whatever Sky loyalty was has completely gone? 

I have been with Sky for almost 30 years


Perhaps worth noting that since 2018 Sky Group has been a relatively small division of the largest American multinational  telecommunications  and media  conglomerate, and that kind of thing does tend to change a business.

 

https://www.bbc.co.uk/news/entertainment-arts-45634303 

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Sky Loyalty/Retentions - Contract Renewal

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

Yeah certainly seen a change in customer service since the Comcast takeover.



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Sky Loyalty/Retentions - Contract Renewal

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

@MarkGoldsmith 

 

As a general point, US companies tend to apply a value metric based on revenue vs headcount, and unfortunately support operations are always a tempting target to cut.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by AnthonyExistCus This message was authored by: AnthonyExistCus

Why are Existing customers having to pay more than new customers?

I noticed that my bills had gone up and contacted sky and they informed me that it was because I was out of contract.  They  gave me a quote that was very expensive. £100 with no sports package. They then tell me to call them back if I find a better deal and so I walk into a sky shop and get given a cheaper deal as a new customer which £70 per month.  I call sky with my findings and they say there is nothing they can do as they only for deals for new customers.

 

This is completely scandalous!!!  This is mot how you treat loyal customers. Has anybody else experienced this?

 

Anthony

 

 

 

 

 

This message was authored by dormouse This message was authored by: dormouse

Re: Sky Loyalty/Retentions - Contract Renewal

Yes, I think that 'Sky loyalty' is a thing of the past. Last week I asked about switching from Q to Stream. I was hoping to get a package in-line with the current Black Friday new user offers. But two phone calls later - one with the 'Value Team' - they would not match the new user price. They wanted me to pay an extra £7 per month and an extra £40 upfront, compared to a new customer. In the past Sky would have matched it, but not now. Seems bad business to me - I was wanting to switch to their newest technology, pay more than I am for Q and sign a new 18 month contract ....

This message was authored by caesarome This message was authored by: caesarome

Re: Why are Existing customers having to pay more than new customers?

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

@AnthonyExistCus wrote:

Has anybody else experienced this?


@AnthonyExistCus 

They certainly have as this is an issue that is posted about on here quite often, infact there is already a topic on here about this so I have moved your post to it.

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This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Why are Existing customers having to pay more than new customers?

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

@AnthonyExistCus 

Your post has been moved into a thread discussing this. As you can see it frequently comes up. Most companies do this to get new customers through the door and you no doubt benefited from such an offer when you first joined. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
This message was authored by AnthonyExistCus This message was authored by: AnthonyExistCus

Re: Sky Loyalty/Retentions - Contract Renewal

That is really bad, especially since you can access Sky channels via Now TV for £11 pet month.

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Sky Loyalty/Retentions - Contract Renewal

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

Since the Comcast takeover Sky aren't different from any other company and instead adopt the industry standard model where the money is in the new customers. Which is proven to be the most profitable model for subscription based services.

 

for any service you need to be prepared to constantly ditch and switch to get the best deal (banks,phone,broadband, energy - although not recently).



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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This message was authored by AnthonyExistCus This message was authored by: AnthonyExistCus

Re: Sky Loyalty/Retentions - Contract Renewal

I have cancelled my contract with Sky and the retention team told me they understand why as they are having discussion like this all day everyday.  I wonder if sky are losing money on my subscription?

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Sky Loyalty/Retentions - Contract Renewal

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

@AnthonyExistCus how long have you been a subscriber to Sky and for which services?



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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This message was authored by AnthonyExistCus This message was authored by: AnthonyExistCus

Re: Sky Loyalty/Retentions - Contract Renewal

Hi Mark,

 

I have been with sky for 10 years.

 

I have superfamily broadband, sky q multi room, sky signature ( which is movies and on demand) sky kids, HD and ultra HD and netflicks.

William+Vincent
Topic Author
This message was authored by William+Vincent This message was authored by: William+Vincent

Re: Sky Loyalty/Retentions - Contract Renewal

Best part of 30 years and up until now had everything tv, phone line anytime,  broadband, mobiles, 

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