TNT Sports for 1 month

[Nigeljh]

Bryan, sounds to me that you haven't done anything wrong! When I took out TNT it was clearly stated in the T&Cs  that there was a notice period of 31  days for cancellation. Hence why I rang them the following day to cancel. I really don't understand why you were informed that cancellation took effect immediately, especially as you had an email confirming 19 Dec as expiry date. Seems that some of their call centre staff may need further training,  I'd have thought that by going through the complaints procedure someone at Sky customer service would have been able to resolve it satisfactorily for you. Obviously not!

I am also a long standing VIP customer and to be fair to Sky the service I have received over the years has been pretty good. However, it's certainly a lot more difficult to actually speak to someone now than it used to be. 

[TicknallBelle]

Thank you Robbo15 and Nigeljh: it gives me comfort that I am not going completely mad!

Let us know Robbo how you went on and in particular whether the call centre staff specifically refer to the 30 day notice period and whether you get an e-mail with the 30 day end date in.

For your information I have copied below the reply I had from the Sky Complaints team. I have reponded by telling that I am not satisfied with the reply and have asked them to refer the matter to a senior member of staff.  No response as yet but I will post one if and when it arrives.  There is an intersting reference you will see to the "dedicated team" which in the context of the response suggests that it is a team just dealing with complaints - and maybe therefore more senior, or with specific training in such matters. I rang the number and of course it just turns out to be the normal members of staff where once again I went round in circles trying to explain a problem and issue that they had no clue about. Standards have certainly slipped at Sky over the years. I just wonder what things will be like when these places are just full of AI robots.

Here is the response from Sky:

Thank you for your email about the TNT Sports.

I am writing in response to your recent email outlining the issues you encountered with your TNT Sports subscription.

Firstly, please accept our sincere apologies for the frustration and inconvenience this matter has caused.

Upon reviewing your account, we have identified that the TNT Sports subscription was indeed set to be inactive from 20th November 2024 as per your cancellation request.

We understand your disappointment in being unable to access the channel despite having paid for the service.

We have noted the credit of £17 on your account, which has been adjusted to your December bill to account for the period during which you could not utilise the TNT Sports subscription.

We acknowledge your concerns regarding the discrepancy in the cancellation date and the unilateral termination of the contract.

We assure you that we take your feedback on the customer service agent's response seriously and will address this internally to prevent similar experiences in the future.

In order to provide further assistance and clarify the situation, we kindly ask you to contact our dedicated team on XXXXXXXX  between 9am and 8pm.

For further billing information, current and future payments, make payments online and much more, you can access this online using the My Sky Link below;
https://www.sky.com/myaccount/bill

I hope this information has helped with your enquiry.

[Mogodonman]

The bigger problem is that it easy to subscribe but they make it all but impossible to cancel. The website options, as they well know, don't work, and whatever time of day you call there always "a minimum 30-minute wait time". 

Does anyone know how you can cancel?

[Mogodonman]

Sadly almost all the UK call centre staff, who were excellent, have been laid off and you are now left to deal with pot luck of an overseas call centre which sadly seems to also be unerstaffed and undertrained

[MarkGoldsmith]

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@Mogodonman wrote:

The bigger problem is that it easy to subscribe but they make it all but impossible to cancel. The website options, as they well know, don't work, and whatever time of day you call there always "a minimum 30-minute wait time". 

Does anyone know how you can cancel?

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I've never had an issue cancelling online. In fact I did it 5-6 weeks ago when I only wanted TNT Sports for around about a month.

[Cora+Hall]

I took it out for 1month only.Lady on phone said she had set it to cancel after 1 month.I am still paying for it and not even watching it.I was also sent an email tellingI me that because I am a VIP diamond customer I could have  Netflix for free.I am also paying for that and I spent 20 minutes It's a on phone this morning and still cannot get to talk to a human being..I'm slowly losing Paris ts.I have everything through sky but will cancel the lot of this doesn't get sorted..

[MarkGoldsmith]

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@Cora+Hall wrote:

I took it out for 1month only.Lady on phone said she had set it to cancel after 1 month.

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I'm not sure that is actually possible, unless the advisor added it and then immediately removed it from your account. If that was the case you would have received 2 notifcations about changes to your account from Sky, teh first would have been TNT Sports added, and teh second would have been it being removed ( and it would then tell you what the end date would be i.e the date it will be removed).