Sky changed my confirmed contract price without consent has this happened to anyone before

[paul826]

Hi everyone,

I wanted to post this here because I’m honestly shocked at what’s happened, and I’m wondering if other Sky customers have experienced the same thing.

On Friday 28 November, I agreed a new contract with Sky over the phone at £112 per month for 24 months.

At the start of the call, the advisor confirmed (as they always do) that all calls are recorded. After we finished the deal, Sky sent me email confirmation, and the agreed price of £112 showed correctly in my Sky app and online account.

But then on Saturday 29 November, the monthly price suddenly changed in my account to £122 — a full £10 more — and I never agreed to this. No explanation, no consent, nothing. Just quietly changed in the background.

For me, that’s unacceptable.

If a contract is agreed, confirmed, and documented, how can the price just be altered the next day?

I’ve raised this as a formal complaint and I’m taking it to the Ombudsman/CISAS because:

• The agreement was made in a recorded call
• I received email confirmation
• The price was updated in my account
• And then Sky changed it without permission

I’m posting this here so other customers are aware this could happen, and also to see if anyone else has had their agreed contract altered after the fact.

Has anyone else seen their contract or price changed without consent?

And if so, were you able to get Sky to put it back to what was originally agreed?

Any advice or shared experiences would really help. 

Thanks.

[Chrisee]

@paul826 mistakes happen and can be corrected.. CISAS will not be able to take on your complsint until Sky issue a dead lock letter or 8 weeks have passed so you have to be patient and let Sky respond to your complaint. See https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[Daniel0210]

@paul826 

The extra £10 could have been an admin fee which are quite common. If the fee wasn't mentioned then call Sky again. They can listen back on your call to confirm what was said and agreed to.

Otherwise, your first two bills can be more than you expect due to the dates they cover (more than the usual,one month). Check future bills to see if they reflect the amount you're expecting.