Sky Loyalty/Retentions - Contract Renewal

[William+Vincent]

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?

[MarkGoldsmith]

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.

[TimmyBGood]

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@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

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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 

[MarkGoldsmith]

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

[TimmyBGood]

@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.

[AnthonyExistCus]

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

[dormouse]

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 ....

[caesarome]

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@AnthonyExistCus wrote:

Has anybody else experienced this?

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@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.

[Daniel0210]

@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. 

[AnthonyExistCus]

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

[MarkGoldsmith]

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).

[AnthonyExistCus]

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?

[MarkGoldsmith]

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

[AnthonyExistCus]

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]

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