Termination of services

[Jayy1155]

I have been with sky for over a year. With sky glass as well as sky broadband. I was given a guaranteed download speed and for over 3 months I was not getting the guaranteed speed. I then had an email from sky to say I can leave sky broadband and go with a different provider as they could not resolve the issue and I was not getting the speed they promised. They haven't cancelled anything.... and because of this my tv services have been completely terminated? How do I go about reinstating my skyglass and subscription? As I'm with a different broadband provider now with better speed. 

[GD1]

@Jayy1155  Your post is a bit confusing as 1st you say they haven't cancelled anything, yet your Sky Glass subs are terminated?

So which is it?  Termination only results through non payment, there is more to this than you've posted.

[Jayy1155]

So when I got sky I had sky glass with entertainment package along with broadband. Because I had the email from sky directly to say my guaranteed download speed hasn't been met considering the amount of times an engineer had to come out so because of that they said I could leave the broadband package with no termination costs and they will cancel the broadband if I choose to go elsewhere for it. So I informed them that I would like to proceed with cancelling the broadband service so I could find a better broadband etc. they didn't cancel it so therefore no payment were made for the broadband for 4 months. And now my tv services are restricted and terminated. It says to reinstate I have to pay the broadband package fee which obviously they are fully aware that I am no longer using their service and they said they would cancel it 😕 

[GD1]

@Jayy1155  You would need to pay the oustanding balance, then after it's been paid you would need to sort this out with Sky, until the balance is paid you won't be able to speak to them.

[Jayy1155]

But I haven't used the service in 4 months, they specifically said I could leave the broadband package and they would terminate the broadband package and they haven't ? They've left it running to build up a bill that I no longer use? So why would I pay for a service I'm not using to which I was told was fine and they would terminate it then they haven't ? 

[GD1]

@Jayy1155  I understand that, however until your balance is cleared you won't be able to resolve this.

[PandJ2020]

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@Jayy1155 wrote:

But I haven't used the service in 4 months, they specifically said I could leave the broadband package and they would terminate the broadband package and they haven't ? They've left it running to build up a bill that I no longer use? So why would I pay for a service I'm not using to which I was told was fine and they would terminate it then they haven't ? 

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Because if you don't pay it's very difficult to talk to them.  Did you receive email confirming cancellation?  (If you didn't then it wasn't cancelled)

If you haven't paid then all your services are automatically restricted.  (One presumes you didn't taken action for the last 4 months when still billed?)

You have two choices:

1. Pay the outstanding amount and call them to discuss (and presumbly get the credit for the last 4 months)

2. Don't pay and try calling them from a number they don't recognise

'Ignoring' it isn't really an option as eventually all your services will be terminated and sent to debt collection.  Defaulted payments may also show on your credit file.

[MarkGoldsmith]

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@Jayy1155 wrote:

But I haven't used the service in 4 months, they specifically said I could leave the broadband package and they would terminate the broadband package and they haven't ? They've left it running to build up a bill that I no longer use? So why would I pay for a service I'm not using to which I was told was fine and they would terminate it then they haven't ? 

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Thats the only way to restore your TV services. You can then put in a complaint to Sky, for which they will be able to review any phone calls to see exactly what was said regarding the cancellation and then refund if required.

However the Sky policy on this is pretty clear, if you don't pay the bills services will be restricted and you won't be able to talk to Sky until the debt is cleared. The longer you leave this to get resolved the more complicated this will get as Sky will just end up getting debt collectors involved, and having the missed payments for 4 months is likely to have affeced your credit score ( again something that Sky will be able to sort and get the mark removed from your credit history if they are found to have made a mistake).

[Jayy1155]

Right I have made payment for the broadband services.  Nothing has reinstated? I have set up regular payment method for the broadband like it asks but all my tv subscription package have vanished? It's saying I'm no longer getting any viewing packages ? Just the sky glass subscription at £24 a month 

[PandJ2020]

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@Jayy1155 wrote:

Right I have made payment for the broadband services.  Nothing has reinstated? I have set up regular payment method for the broadband like it asks but all my tv subscription package have vanished? It's saying I'm no longer getting any viewing packages ? Just the sky glass subscription at £24 a month 

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Given the period it's possible your account has been terminated.  You may have to wait for the payment to clear then call Sky to see what's going on.