Terrible service!

[Scoobiefan]

I contacted sky about a fortnight ago, to advise that my personal situation was difficult and I couldn't afford to keep paying my subscription. They recommended I take a new package, at a higher price!

I explained I am out of work and living on benefits, so I don't have the funds to pay my current subscription. I was given a number to call, that would help with my situation.

I called, got a technical guy, he said he'd transfer me and the wait was about 2 minutes. 39 minutes later, I gave up holding and messaged the contact assistant.

I got a guy who wanted to refer me to the deal team, who tried to increase my package.

I'm upset now, had enough chasing and couldn't even get refereed to make a formal complaint.

The service is unacceptable and I need to cancel 😢

[caesarome]

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@Scoobiefan wrote:

The service is unacceptable and I need to cancel 😢

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If you are not in a contract for TV you will have to contact Sky and give them 31 days notice to cancel, it is 14 days notice required for Broadband and Talk.

[Scoobiefan]

That doesn't help me complain, or get the extra £23 they've just taken from my bank, that I cannot afford to pay. I've tried to cancel the direct debit, but this isn't possible.

Please will someone advise me what I can do to stop the payments going out?

[Mark39]

Realistically the only way is to speak to Sky again. Cancelling your direct debit won't help, as it will only result in arrears. It won't cancel your Sky services.

[Daniel0210 · Accepted solution]

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@Scoobiefan wrote:

That doesn't help me complain, or get the extra £23 they've just taken from my bank, that I cannot afford to pay. I've tried to cancel the direct debit, but this isn't possible.

Please will someone advise me what I can do to stop the payments going out?

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@Scoobiefan 

If you haven't cancelled your subscription you can't stop the payment. Sky are owed this money by you. 

To cancel all your TV subscription, if you’re out of contract you’ll need to give Sky the required 31 days notice. The latest T’s and C’s explicitly state you can’t cancel when still in a minimum term deal unless Sky agree. If they agree you’ll have to pay the remainder of your discounted term.

Select ‘Need more help’ at the bottom of the following link which will lead to contact details.
https://www.sky.com/help/articles/cancel-sky-tv#contact-leave
(Make sure the flag in the bottom right corner is the correct one ie; UK or ROI).
UK customer ~ The link may include an email link and also a Message Us option (which is normally available between 9am and 7.30pm).
ROI customer ~ it’s only by calling Sky Ireland or writing in.

If you are cancelling Sky Q, return packaging will be sent out near the end of your notice period. Obtain proof of posting and keep it safe and indefinitely.

[MarkGoldsmith]

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@Scoobiefan wrote:

That doesn't help me complain, or get the extra £23 they've just taken from my bank, that I cannot afford to pay. I've tried to cancel the direct debit, but this isn't possible.

Please will someone advise me what I can do to stop the payments going out?

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You can't just stop the payments as that would just have Sky chasing you for the money (which they can do as per the contractual terms). The only way to go about this is to cancel providing you are outside your minimum term. If you are still in your minimum term Sky have the right to reject the cancellation request or to charge an early termination fee.

There are a number of ways to cancel which can be found here: 

https://www.sky.com/help/articles/cancel-sky-tv

[Scoobiefan]

Just to update everyone. Firstly, thank you all for your advice. 

I have finally spoken with a knowledgeable lady, who was able to help me. My essentials tv package has been cancelled fro 4th October.

My broadband package has been moved onto a "social service" subscription. It has decreased from £43 per month to £20 per month. I am eligible, as I am claiming Universal Credit. Although this is set up as a 24 month contract, there are no penalties to cancel at any time.