Sky have removed a discount mid contract

[ag82]

Has anybody else experienced an offer being removed from their bill mid contract? 

I agreed this deal last October:

•Sky Full Fibre 150 £40.00
•Sky Full Fibre 150 24 months in contract discount -£3.00
•Sky Full Fibre 150 24 months discount -£11.00
•Sky Full Fibre 150 net price £26.00

But 5 months in they have removed the £11 discount - I have spoken to 3 different advisors on the chat - first said it ws a technical glitch and passed me on to billing - billing didn't see an issue and passed me on to retentions, and retentions just tried to get me to agree to a new 24 month deal (which was obviously worse). Apparently a form has been raised and I might hear in 5-10 days if they can reapply the agreed offer. There should be no if about it, how can Sky remove an agreed discount?

Alex 

[SKY1992bf]

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@ag82 wrote:

Has anybody else experienced an offer being removed from their bill mid contract? 

I agreed this deal last October:

•Sky Full Fibre 150 £40.00
•Sky Full Fibre 150 24 months in contract discount -£3.00
•Sky Full Fibre 150 24 months discount -£11.00
•Sky Full Fibre 150 net price £26.00

But 5 months in they have removed the £11 discount - I have spoken to 3 different advisors on the chat - first said it ws a technical glitch and passed me on to billing - billing didn't see an issue and passed me on to retentions, and retentions just tried to get me to agree to a new 24 month deal (which was obviously worse). Apparently a form has been raised and I might hear in 5-10 days if they can reapply the agreed offer. There should be no if about it, how can Sky remove an agreed discount?

Alex 

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@ag82 not all discounts last for the duration of minimum term , do you have anything in writing to say how long the discount was for , your online billing should indicate when the discount was/is to end

[PandJ2020]

I presume the overall price has increased following April's increase?  It's definitely the discount removed instead of the annual increase?

[ag82]

Yes - this is copy and pasted from the email I recieved confirming my new deal (on 4th Oct 2024):

•Sky Full Fibre 150 £40.00
•Sky Full Fibre 150 24 months in contract discount -£3.00
•Sky Full Fibre 150 24 months discount -£11.00
•Sky Full Fibre 150 net price £26.00

It clearly states the £11 discount is for 24 months - it has been removed after 5 months.

Alex

[ag82]

Yes - it is definitely the £11 that has been removed - my bill is increasing from £76 a month to £92, some of this is the April increase, but my account shows also that the £11 discount has been removed.

Alex.

[PandJ2020]

Although the text says 24 months discount I suspect the actual expiry date of the discount was probably set up wrong.  (I have the reverse 'issue' where Sky set up expiry dates well past the agreed date)

You'll have to persist in getting them to sort it...  (Or you can probably switch penalty free following the recent increase)

[MightyQuinn]

Hi @ag82   I would be inclined to open a formal complaint. If possible mention the date of time of the original call.

https://www.sky.com/help/articles/how-to-make-a-complaint

[peter-marlow+1966]

I would ring sky again  and ask as soon as the automated  answer  starts , say you want to speak to  the  retention team, i did still last month  and got discounts on my  tv package and  broadband they want to keep you 

[MarkGoldsmith]

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@peter-marlow+1966 wrote:

I would ring sky again  and ask as soon as the automated  answer  starts , say you want to speak to  the  retention team, i did still last month  and got discounts on my  tv package and  broadband they want to keep you 

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That won't help in situation, as the retentions team would just try to agree a new 24 month contract, they would unlikely be able to make changes to an existing contract where the orginally agent may have made a mistake on the length of the discount.

As indicated on a previous post the official complaints process would likely be the best way to getting this investigated and resolved.

[peter-marlow+1966]

They did with both my tv package  and broadband  package, was paying  £120 a month for my tv package now including  increases i am now only paying  £70 a month and was paying  £60 a month for gigafast  broadband,  now paying  only £43 a month  after speaking  to the retention team  and yes i did have some discounts on my tv account  which  were due to run out in the next few months, yes they are now on  a 24 months  contract, but i followed money man martin  Lewis's  advice  i told them that i have been with sky  for  17 years and that new customers  are being  offered  tv and broadband  for £120 a month  and i want the same deal, but i have a better  one everything  on the tv package  and broadband  for £113 a month altogether  now so it does work , i am just a fellow  customer like yourself