TERMINATING SKY BROADBAND DUE TO MID CONTRACT PRICE INCREASE

[william0368]

Well.....where to begin

i havent been impressed lately by the constant drop out of my sky broadband, so due to the impending mid contract price rise (notified 05/03 by email) i decided to exercise my legal rights as detailed in the email and give notice of cancellation from 21/03.

i got in touch by phone and my call was taken by an overseas agent.......who was very rude and agressive,talking at me,talking over me and generally refusing my legal rights, insisting that i will need to pay £85.50 termination fee's.

when i asked for a manager, he said they didnt have managers and he continued to talk down to me......i had to end the call as his manner was making me really uncomfortable and angry.

i rang back and again i spoke to an overseas advisor....she was lovely, listened to me and agreed to my request and even put me on hold to speak to her MANAGER who agreed i would be exempted fro termination charges.

so all was sorted........so i thought !!

within 20 minutes of my call ending, i received an email stating that as i was switching to a new provider on 21/03,my cancellation request has been cancelled and i will be subject to an £84.50 termination fee.

i am at my wits end !!!
how can we no longer speak to our advisors in the uk who seem to get things done right first time.

I am looking forward to raising a case with the ombudsman, if i am charged when my service ends,as i have followed all precedures to exercise my legal rights.....i am still keeping my tv and multiroom !!

has anyone else had such troubles 🤔

[caesarome · Accepted solution]

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@william0368 wrote:

within 20 minutes of my call ending, i received an email stating that as i was switching to a new provider on 21/03,my cancellation request has been cancelled and i will be subject to an £84.50 termination fee.

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@william0368 

That doesn't appear to be correct as you have to give notice to leave by calling Sky within 30 days of receiving the notification of the price increase of which you have done so in the first instance I would call them again via the number shown here:

https://www.sky.com/help/articles/changes-to-your-sky-subscription-uk

If you get no where with this then I would fill in this online form to register a complaint and if you do I would include the link above in your complaint so they can see that you have done what was requested:

https://www.sky.com/help/complaints

[MarkGoldsmith]

The complaint process needs to be your first point of call as regulators or ombudsman can't be escalated to unless you have a complaint with your provider that has reached deadlock ( basically neither side can find agreement). 

[william0368]

I have just filled in the online complaints form,to raise this issue......incase things go wrong,which i have no boubt they will.

thank you for your response 🙂