Sky - end of contract

[Anonymous]

Sky TV customers should check their bills NOW as millions are still not being told their contract is coming to an end. The telecoms giant is adamant it doesn't need to send end-of-contract notifications to its TV customers, despite being told to do so.

Following an investigation, regulator Ofcom has concluded that the telecoms giant should tell TV customers when their contract is coming to an end. But Sky says it doesn't need to do so and is considering its options.

[PandJ2020]

Do you have a question?

[Daniel0210]

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@Anonymous wrote:

are still not being told their contract is coming to an end. 

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@Anonymous 

It looks like you've cut and pasted that from a news article. It's old news anyway. Also the contract doesn't end until the customer cancels it… it's the discounted period that ends. The customer is provided with the discount end date when they agree to it. 

[PandJ2020]

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@Daniel0210 wrote:
The customer is provided with the discount end date when they agree to it. 

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Indeed, I think it would be courteous to remind the subscriber close to the end.  It seems many don't seem to read or understand the contract they've agreed...

[Anonymous]

@Daniel0210 

So you are telling me that Sky DO tell customers when the discounted part of the contract expires and full price comes into play ?

Under Ofcom rules introduced in February 2020, all broadband, phone and pay-TV providers MUST send customers a letter, email or text between 10 and 40 days before their contracts end (though some firms require 30 days' notice to switch). But in 2021, Ofcom said it had "reasonable grounds to believe" Sky had broken its rules by not telling TV-only customers when their contract was due to end. 

An investigation into this issue closed on 18 August 2022, with Ofcom concluding that Sky must provide end-of-contract notifications to TV customers within the next nine months. This issue only relates to TV as Sky believes Ofcom's rules don't apply to these contracts. It has been sending notifications to customers on other contracts including broadband, landline and mobile. 

The telecoms giant now has two months from 19 August to appeal Ofcom's decision. If it does, it would result in the case going to the Competition Appeal Tribunal.

[Daniel0210]

@Anonymous 

The customer is provided with the discount end date when they agree to it. I'm not saying they are informed again as the end date approaches. 

[PandJ2020]

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@Anonymous wrote:

@Daniel0210 

So you are telling me that Sky DO tell customers when the discounted part of the contract expires and full price comes into play ?

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If you have the basic understanding dates, then yes.

My confirmation mail clearly told me the current list price of each subscription and the duration of the discount.

As I posted above, it wouldn't hurt for a reminder for those who 'forget'.

[Mark39]

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@Anonymous wrote:

@Daniel0210 

So you are telling me that Sky DO tell customers when the discounted part of the contract expires and full price comes into play ?

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Yes, Sky tell you that at the time you agree a 'contract' with them. They don't send a reminder.  

[Anonymous]

@Daniel0210Right - that's where  Sky are going to be on trouble then

Ofcom are requiring that Sky actually remind customers at least a month before the end of the minimum period -  simple to fix -  a quick letter - I see no problems with that.............

[PandJ2020]

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@Anonymous wrote:

Ofcom are requiring that Sky

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I believe Sky disagree with the requirement.  They had 9 months from August 2022 to implement it - unless they have appealed the decision...

[daveNOS]

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@Anonymous wrote:

@Daniel0210Right - that's where  Sky are going to be on trouble then

Ofcom are requiring that Sky actually remind customers at least a month before the end of the minimum period -  simple to fix -  a quick letter - I see no problems with that.............

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@Anonymous The article you have quoted is a year old(August 2022), and given Sky had 2 months to appeal at that point and no sanctions have been issued since by Ofcom it would suggest Sky are doing nothing wrong. 

[Doc5907]

I would imagine its a huge sum of money that Sky bring in from the difference in people renegotiating a new deal and people not even noticing and paying the full 'list' price. Therefore it makes no economic sense for them to inform when discounts end (whether they should morally inform people is another matter).

My Mum is one of the many who, recently, didn't even realise she was paying a lot more as discounts ended until I asked her to check as I knew she'd had Sky installed about 18 months ago.

[Mark39]

There's nothing, of course, to prevent people from managing their own financial affairs and setting up a reminder for themselves, without relying on the nanny-state to intervene....

[daveNOS]

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@Mark39 wrote:

There's nothing, of course, to prevent people from managing their own financial affairs and setting up a reminder for themselves, without relying on the nanny-state to intervene....

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@Mark39 That of course would be the sensible thing to do, but for some it's much easier not to do that and then blame everyone else.

[TimmyBGood]

@Anonymous 

The comprehensive write-up from Ofcom is here:

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/all-closed-cases/cw_01254 

The key to the dispute is a disagreement in terminology, which will probably have to go through a judicial process to resolve.

Ofcom considers that, as a provider of pay-TV services transmitted by means of satellite distribution network, Sky provides an electronic communications service and, as such, is a Regulated Provider within the meaning of GC C1.10 and is required to comply with that condition in respect of its pay-TV services.

Sky does not consider that its standalone pay-TV services fall within the definition of an electronic communications service and maintains it is not required to comply with GC 1.10 for such services.