Sky impossible unfair cancellation process

[Jon+Walker]

I am ready to make an official complaint over the difficulties in cancelling subscriptions and add-ons.  Today, I have spent almost 5 hours over 4 calls adjusting and cancelling subscriptions.  I have been a SKY customer for over 20 years, and it's getting much worse.

Please post details so I can make an official complaint.  EVERY OTHER service I have is a simple click to cancel or change. However,  SKY  purposely camouflages the process as much as they can. In my view, this is illegal and should be changed immediately.

I am out of contract, and my bill has doubled. I wanted to change, not cancel,  only change my subscription....   It's a complete nightmare; calls are cut off (purposely), it's almost impossible to make contact or find a number, and you also cannot cancel on the SKY Q box (which is secure and connected to your account).  WHY?

After an hour just to find the number (removed), it has taken hours and hours to alter and cancel packages. I was told these have to be cancelled separately, and after 30 minutes, the call is terminated.  I wanted to cancel Disney and was told this could be done from the SKY Q box (A lie; it cannot).  After 4 calls I managed to cancel and change my subscription.  It is an absolutely appalling service, and Sky opts to confuse and disguise the process when families struggle to pay the bills.   This is my final 18 months with SKY.  My broadband will be changed in a week's time and after 18 months I will never use SKY again

Once again, please post how I can formally complain; I will also go directly to OFCOM regarding the cancellation process.

Mr Walker

Moderator note: Removed phone number and removed inappropriate remarks from title.

[caesarome]

This link explains how  to put in a complaint:

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

[Daniel0210]

@Jon+Walker 
You’re not talking to Sky Customer Services here. This is a customer based forum where customers try to help other customers.

This link explains the methods of making a complaint

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

I'm pretty sure OFCOM won't be interested in your issues with the cancellation process. 

[Mark39]

@Jon+Walker sounds like a frustrating experience. You can find Sky's complaints code of practice here, which sets out how you can complain, and what are the next steps if you fail to reach a satisfactory conclusion with Sky: https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

[Jon+Walker]

I beg to differ on the complaint. 

It is immoral how SKY camouflages the process. 

[Jon+Walker]

Thanks, Mark, I Already sent a mail.  

[Jon+Walker]

@Daniel0210 "You’re not talking to Sky Customer Services here. This is a customer based forum where customers try to help other customers."

That is precisely my point.  I am trying to change the process to help others by attempting to make the process easier.  It's the customer's right to cancel, which is made difficult.  No other service is as complex and difficult as SKY's.

[Daniel0210]

Cancellation process is as follows for anyone else considering it and reading this thread-

TV To remove part of your Sky Q/+ TV package you will need to contact Sky and give 31 days notice. Be aware if you have 'in contract' discounts you may not be able to remove them. Also make sure cancellation of a certain add-on doesn’t cancel another discount.

To cancel all of your TV subscription, if you’re out of contract you’ll need to give Sky the required 31 days notice. The latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. If they agree you’ll have to pay the remainder of your discounted term.

Select ‘Need more help’ at the bottom of the following link which will lead to contact details.
https://www.sky.com/help/articles/cancel-sky-tv#contact-leave
(Make sure the flag in the bottom right corner is the correct one ie; UK or ROI).
UK customer ~ The link may include an email link and also a Message Us option (which is normally available between 9am and 7.30pm).
ROI customer ~ it’s only by calling Sky Ireland or writing in.

▪️

To cancel Sky Broadband and Sky Talk totally, or if you’re moving to a provider like Virgin Media or City Fibre etc who don’t use the Openreach set up, you'll have to contact Sky and give the required notice of 14 days, but if you are still in the initial 18 months deal Sky could impose cancellation charges. This link may help https://www.sky.com/help/articles/cancel-sky-broadband

If you are changing to another provider who also uses the Openreach infrastructure then join up with them and they should contact Sky on your behalf. 

[dianelanni]

I'm having a similar problem - I want to cancel the tv part of the package due to the increase mid contract but, can't apparently do so. 

[Mark39]

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@dianelanni wrote:

I'm having a similar problem - I want to cancel the tv part of the package due to the increase mid contract but, can't apparently do so. 

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Well no, Sky agreed your contract on the basis that you would pay for a minimum term - usually 18 months, in return for a discounted price. You can't reasonably expect to be able to cancel before the end of the minimum. 

[SKY1992bf]

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@Mark39 wrote:

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@dianelanni wrote:

I'm having a similar problem - I want to cancel the tv part of the package due to the increase mid contract but, can't apparently do so. 

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Well no, Sky agreed your contract on the basis that you would pay for a minimum term - usually 18 months, in return for a discounted price. You can't reasonably expect to be able to cancel before the end of the minimum. 

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And the contract allows for the increase plus explicitly states you can't cancel unless Sky agrees to it , and should they agree you are liable to pay off the remainder of the contract in full 

[Daniel0210]

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@dianelanni wrote:

I'm having a similar problem - I want to cancel the tv part of the package due to the increase mid contract but, can't apparently do so. 

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@dianelanni 

That's correct. The annual price increase allows for the cancellation of Broadband subscriptions penalty free within 30 days of you receiving the notification but the same does not apply to TV subscriptions. 

The latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. 

[dianelanni]

If, they had honoured the monthly figure we agreed on and not inflated it then there wouldn't be a problem. They can, without hesitation add ££££'s mid contract and you think this right!

[Daniel0210]

@dianelanni 

Right or wrong, the price increase is mentioned in your T's and C's and Sky can apply it once a year, which in the UK is at the start of April. 

[SKY1992bf]

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@dianelanni wrote:

If, they had honoured the monthly figure we agreed on and not inflated it then there wouldn't be a problem. They can, without hesitation add ££££'s mid contract and you think this right!

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@dianelanni  It doesn't matter what we think, the contract allows for the increase and Sky do say clearly on the website "prices can increase during the minimum term"