Sky Signature Price Protection BUT YET they are still trying to apply annual increase

[drw658]

Hi, I'm currently in dispute with Sky and would appreciate any help.  I recontracted my sky package in October 24 after a decent online chat haggle.  My deal included Sky Signature with Price Protection as below..

Signature is normally £36.50, but you'll pay £24 (with an 24 -month contract) This offer is for 24 months (Includes Sky Signature Price Protection Offer)

I was surprised to receive an email last week stating that my price would increase by £5.50 for Sky Signature and proceeded to query / complain.

The sky agent (online chat) gave me after i pressed the following terms for the protection offer..

Sky Signature Price Protection is a feature that allows customers to lock in their subscription price for a set period of time. This means that once you sign up for Sky's Signature package with price protection, your monthly cost will remain fixed at that rate, regardless of any price increases that Sky may implement during the protection period.

Am i missing something here or is this a cast iron lock in of the price at £24 for 2 years?? Two online chats and one phone call later I'm getting nowhere with sky and have gone down their complaints route.

Has anyone else fought this battle??

[Mark39]

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@drw658 wrote:

Am i missing something here or is this a cast iron lock in of the price at £24 for 2 years?? Two online chats and one phone call later I'm getting nowhere with sky and have gone down their complaints route.

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No. As I understand it, price protection ,means you're protected from a price increase for 60 days after you've agreed a deal. The increase is applied after the 60 days.

[drw658]

Thanks for the info.  2 online chats and 1 phone call plus the lengthy chat to recontract and nobody ever mentioned 60 days.  I do save all the transcripts.  I assume it's buried in the key facts somewhere.

[PandJ2020]

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@drw658 wrote:

 I assume it's buried in the key facts somewhere.

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It's detailed in the contract.  (Clause 11.7)

...although I'm not convinced it's the same thing.  Deals are rarely fixed price but the OP reads like it is.

The contract price protection is so new customers aren't impacted immediately from an increase at the start of a minimum term.

[oj01]

I've never heard of Sky Signature Price Protection and didn't think that was what the 60 day thing was called.

That does read as a Sky Signature deal with a fixed price that won't change (which Sky have never done unless it's very new).

[PandJ2020]

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@oj01 wrote:

I've never heard of Sky Signature Price Protection and didn't think that was what the 60 day thing was called.

That does read as a Sky Signature deal with a fixed price that won't change (which Sky have never done unless it's very new).

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Indeed - I think it's worthy of challenge/complaint.

[drw658]

Thanks, the complaint was submitted on Saturday and I think the SLA for a response is 5 days.  I'm still expecting them to get me in the small print somewhere but let's see.

[drw658]

Pleased to say that my complaint was upheld and Sky have now agreed to honour the fixed price deal they sold me for Sky Signature!!  Happy days but incredibly frustrating that i've had to spend a good few hours of my life arguing with clueless online chat agents and customer service reps over the phone.. only when raising a formal complaint did i get someone who could understand a very basic point.  Parroting out standard T&C's is seemingly just an auto response for these agents despite the evidence i was able to put right in front of them!  I wonder how much revenue they earn from people who don't have the time and patience to stick with it and argue these points to the end.

Exceptionally poor customer service but happy with the outcome.

[PandJ2020]

Well done!

Outcome seems correct given the wording above... Never heard of it before - I was aware Sky did very few 'fixed price' deals and tended to be broadband.

[SueSurrey]

I have just put phone down after calling for replace remote ... agent said I'm out of contract and if I sign new 24 months I can save £5 ....my new direct debit price is fixed for 24 months .... . went through everything and she said sign up key facts email and stay on line ... first page which required me to click 'agree'  said the price can increase during the minimum term ... I then asked her how long minimum term and she stated several times minimum 24 months .... I asked her to check with supervisor why I had to agree to possible increase during 24 months when she categorically said it cannot go up for 24 months .... ended a very long call with me staying as I am as unwilling to sign different to her phone advice ....😫

[Chrisee]

@SueSurrey the normal way Sky pricing works is they offer a discount off the normal price but as all prices get an annual increase in April each year which means your discounted price also rises. That is why, if you read the posts earlier in the thread, people doubted that the customer was offered a "fixed price". In that case Sky  accepted they were after reviwing the complaint probably after either listening to call recordings or chat records.