Sky renewed my contract without contacting me

[JoeSmith]

I contacted Sky via on line assistant and eventually one of the team to discuss my contract which ran out on 1/1/2025. After various discussions I decided to cancel the contract when it ended, and asked the sky person to take this date as the start of my notice period, if I needed to serve notice. I checked today and my bill for the coming months was still showing, so I cjhecked my contratct and found it has been renewed till 1/1/2026 without any discussion or agreement with me, and at a slightly higher price than I have been paying. I have tried today for hours on end to contract them via the App, via e-mail and via the phone. The phone one telling me how good sky were and that although my request was to cancel Sky - that I have a new improved contract. Surely this action is fraudeulant, I am a disabled person who has mobility issues and my TV is my companion through the days, but I am struggling to pay £109 per month and hence I was looking to cut my bills and Sky is the only one that I can change. 

[PandJ2020]

When did you cancel and did you receive confirmation?  Remember billing continues as normal during your notice period.

'Renewing to 1/1/26 wouldn't make sense as contracts are now 2 years'.

[mgammans]

Hi, the same thing has happened to me, my contact was due to end in mid January, but now has an end date in January 2026

[caesarome]

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@mgammans wrote:

Hi, the same thing has happened to me, my contact was due to end in mid January, but now has an end date in January 2026

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Have they renewed it or have they said in the email/letter that if you do not do anything then it will be renewed so if you want to cancel you would need to contact them and give the required notice.

[PandJ2020]

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@mgammans wrote:

Hi, the same thing has happened to me, my contact was due to end in mid January, but now has an end date in January 2026

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Contracts don't have end dates.  They only end once you give notice to leave.

However, discounts do have end dates.  You need to check what they've sent as they should not be extending any minimum term without your agreement.

[mirdragon]

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@PandJ2020 wrote:

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@mgammans wrote:

Hi, the same thing has happened to me, my contact was due to end in mid January, but now has an end date in January 2026

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Contracts don't have end dates.  They only end once you give notice to leave.

However, discounts do have end dates.  You need to check what they've sent as they should not be extending any minimum term without your agreement.

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If contracts don't have end dates, then why do they saying you are under contract until such and such a date?

I keep getting notifications my contract is ending via the app and to look at the renewal offer

[PandJ2020]

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@mirdragon wrote:

If contracts don't have end dates, then why do they saying you are under contract until such and such a date?

I keep getting notifications my contract is ending via the app and to look at the renewal offer

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It's a stupid phrase, but industry standard.  Having discounts is called 'in contract' but even 'out of contract' the terms and conditions (i.e. Contract) very much do apply.  The only time you don't have a contract is when you leave (by taking positive action - the overriding contract does stop).

[JKenH]

Following the closure of Eurosport Sky agreed to cancel my TV contract wef 28 February (it was due to expire in August) I had email confirmation and my last bill reflected the cancellation. I subsequently received a "sorry to see you go" text from Sky suggesting I give them a call to see if there was anything they could do. I spoke to the Sky Q team and agreed there wasn't but the rep suggested I speak to the Sky Stream team to see if they could offer anything. I agreed to speak to them but he said to do this he would need to temporarily reinstate the contract and if if nothing was agreed cancel it again wef 28Feb. Nothing could be agreed so I asked them to confirm the cancellation again and was promised an email. Nothing arrived but now I am receiving emails telling me I have a new contract and to get ready to pack up my Sky Q to exchange it with the courier for new equipment. 

Very concerning. I will speak to Sky when lines open but post this to confirm that Sky do seem to suggest people have signed up to new contracts when that is clearly not the case.

[JKenH]

I have now spoken to Sky. There has been  a "glitch" in their systems and on the phone they have confirmed my TV contract ends as originally agreed on 28 February and I will get a box to return my equipment. 

Just like humans automated systems aren't perfect but those employing them often think they are which can cause a lot of unintended grief.

[Daniel0210]

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@JKenH wrote:
I will get a box to return my equipment. 

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@JKenH 
Keep your proof of posting safe and indefinitely and if you use Royal Mail’s collect from home service, keep a record of the tracking number.

[JKenH]

Just a further update on my situation. After the telephone conversation with Skywhen they confirmed cancellation I received an email confirming the changes to my account. These included cancellation of Sky Signature and my Multiscreen subscription but my HD upgrade subscription remained in place. (I could see that on my next bill in the app). How I am supposed to enjoy the HD update without the rest of the TV package puzzled me. Further on, though, the email also told me to be prepared for delivery day and “to have my old SkyQ equipment ready for a speedy exchange with the driver”. 

I have emailed Sky setting with a complaint after their getting my cancellation wrong on so many counts. Just how much time is one expected to expend phoning their call centre when you agree one thing and the paperwork issued says something else.