Sky impossible unfair cancellation process

[Mark39]

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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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To be fair, Sky can only increase prices within the limits set out in the terms and conditions you agreed to. It's not a matter of what's right - it's what you agreed.

[Jofan25]

Totally agree they make it difficult so that a/ you give up or b/ they can get a couple more months subscription out of you it is totally out of order! The ombudsman needs to rule that you can cancel by simply clicking a button within your online account! Sky makes up the rules to suit them I will never use again.  

[TimmyBGood]

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@Jofan25 wrote:

 The ombudsman needs to rule that you can cancel by simply clicking a button within your online account! 

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I suspect the regulator (Ofcom in the UK) has no such powers regarding subscription television.

[PandJ2020]

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@TimmyBGood wrote:

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@Jofan25 wrote:

 The ombudsman needs to rule that you can cancel by simply clicking a button within your online account! 

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I suspect the regulator (Ofcom in the UK) has no such powers regarding subscription television.

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....and I've never come across a firm where you can cancel like this...

[MarkGoldsmith]

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@PandJ2020 wrote:

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@TimmyBGood wrote:

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@Jofan25 wrote:

 The ombudsman needs to rule that you can cancel by simply clicking a button within your online account! 

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I suspect the regulator (Ofcom in the UK) has no such powers regarding subscription television.

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....and I've never come across a firm where you can cancel like this...

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That would get complicated where customers are under a minimum term contract, and thus where early termination charges may apply.

The cancellation process really isn't that complicated, and is part of the T&Cs so all customers should be aware of them (providing you read the T&Cs before agreeing to the contract). You need to provide 31 days notice for TV services, and can't leave early if you are within your term minimum (unless Sky agree to this and you agree to pay the early termination fee).

Quite simply if you arent happy with the T&Cs of a service provider, don't sign up to that provider, its entirely a person's choice to subscribe to a service.

[Beebop77]

You should report them to OfCom. More complaints need to go in to them. Then they may actually be told to make cancellation easier. 

[TimmyBGood]

@Beebop77 

Again, Ofcom can only intervene in areas where it has been given the power to do so by government: it cannot simply apply arbitrary regulation because that would be ruled to be invalid when legally challenged at a Competition Appeal Tribunal by the business(es) affected.

It's possible that the Digital Markets, Competition & Consumers (DMCC) Act which squeaked through into law during the Parliamentary 'wash up' will have some effect: for example it appears to insist that subscriptions acquired online must also be possible to cancel that way.  It doesn't prohibit minimum terms or in-contract price rises though, because this would be a huge disruption to established business practices and right-of-centre governments are traditionally rather reluctant to do that.

[TimmyBGood]

Subscription contacts. The DMCCB contains its own Chapter dedicated to regulating subscription contracts. Subscription businesses transacting with UK subscribers will need to consider:

Pre-contract information obligations. The DMCCB introduces new, specific pre-contract information obligations for subscription contacts (termed “key pre-contract information” and “full pre-contract information”). Some notable examples include how the consumer can cancel the subscription (including who to contact), how the business may change its prices or frequency of prices and how much notice the consumer needs to give to terminate. 

Cooling-off rights. The DMCCB also establishes new 14-day ‘renewal cooling-off periods’ during which consumers can cancel their subscriptions for any reason without penalty. A renewal cooling-off period will apply: (i) after a free/lower initial trial period expires; and (ii) after a renewal where the consumer won’t be liable for another payment until after 12 months. The Government intends to consult and use secondary legislation to address concerns over refund rules in case a consumer uses the subscription during the renewal cooling-off period. Businesses will also need to send renewal cooling-off reminder notices once the period renewal cooling-off period begins. 

Reminder notices. Businesses will need to send prior reminder notices to consumers in respect of: (i) the end of a free/lower cost initial trial; (ii) six-month intervals where a ‘relevant renewal payment’ is due; and (iii) prior to a renewal payment where the consumer won’t become liable for a further payment until 12 months.

Termination rights. Businesses must enable consumers to cancel a subscription in a straightforward way and without having to take any steps which are not reasonably necessary for ending subscription. DMCCB guidance provides the following as examples of unreasonable steps: (i) filling in a mandatory text box prior to cancellation; (ii) having to phone the business to cancel where the consumer signed up online; and (iii) making consumers complete an excessive number of steps in a cancellation journey. 

https://www.twobirds.com/en/insights/2024/uk/competition-and-consumer-law-reform-the-digital-markets... 

[Sthomas]

I cancelled in  beginning august this year ..... so I thought  

two very long phone calls. Two very long chat room conversations coming up to 3 extra payments later only just had confirmation it's finally cancelled pending payment 9 th nov , Frigging livid ! Cancellation due to cutting back on money through hard times and they continue to get whatever they can .

[Daniel0210]

@Sthomas 

Once you've successfully cancelled you should have received an email from Sky acknowledging the cancellation. It does appear that the contact you had in August did not instigate a cancellation.