Unable to contact Sky

[redsunrising]

I'm out of contract and trying to cancel as I'm being charged an obscene amount of money for TV alone - am seeing packages where customers can get TV (including Netflix and Sky Sports) and broadband for less than I'm paying for vanilla TV. I'd be happy to stay on a package that looked anything like that but am currently being ripped off and leaving seems to be the only way to get out of it.

However, I apparently can't email Sky to do this (my account tells me this isn't a valid option for my account, for whatever reason), support chat appears to be alays unavailable and calling Sky's automated lines has yielded only disappointment in failing to get through to anyone too. How is a person meant to navigate this?

[MightyQuinn]

Hi @redsunrising   Sky don't use email as a means of inbound communication. You best choice is to telephone. Try remaining silent during the bot prompts.

[redsunrising]

Thanks. That's disappointing. Calling is really hard during work hours. Any idea if their support chat is ever actually available?

[MightyQuinn]

Hi @redsunrising   Your guess is as good as mine.

[Daniel0210 · Accepted solution]

@redsunrising 
To fully cancel your TV subscription, if your minimum term has ended you’ll need to give Sky the required 31 days notice. 

See the below link
https://www.sky.com/help/your-account/my-account-and-subscription/cancelling/cancel-my-subscription/...

Select ‘No, I still need help’ at the bottom of the link which will lead to contact methods.
(Make sure the flag in the bottom right corner is the correct one ie; UK or ROI).
UK customer ~ It may include a phone number, an email link and also a Message Us option (which is normally available between 9am and 7.30pm).
ROI customer ~ there’s a text option (Monday-Friday 9am to 4:30pm) otherwise it’s only by calling Sky Ireland or writing in.

If you successfully cancel you should receive an acknowledgment email from Sky.

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

[PandJ2020]

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@redsunrising wrote:

Thanks. That's disappointing. Calling is really hard during work hours. Any idea if their support chat is ever actually available?

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Lines are open into the evening and at weekends.

They appear busier than usual due to recent issues (TV outage, Storm and iPhone 17 release).

Keep an eye on the chat - I used this to negotiate a new contract recently.

[redsunrising]

Wow, I didn't realise how far behind Sky are with customer service. And I thought Virgin Media were bad. Sky manage to make Virgin look like customer champions. I half-hoped some Sky employee would see this thread and see the opportunity to not only retain a customer but to also take new services (broadband and phone) which are not currently with Sky and reach out to me. How naive of me.

[Daniel0210]

@redsunrising 

Sky staff who work and monitor the Community have no means of negotiating sales or dealing with retentions. That isn't what the forum is here for. 

[redsunrising]

No doubt. But helping a user who is struggling to interact with the limited, and seemingly badly-resourced, interaction channels to get through to the person(s) who can help would be exactly the sort of thing that they may be able to do.

[Daniel0210]

@redsunrising 

We suggest you contact Sky on a day off if doing so on a work day is not suitable. 

These are the current methods for contacting Sky (and depending on your reason for making contact some methods will be more appropriate than others) …

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟨Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[2muchTV]

@redsunrising what I do to cancel is send an email as shown at the bottom of this page giving 31 days notice.

Sky will contact you to verify your identity etc.

Beauty of this method is that the 31 days is per the date of the email and the onus is on Sky to contact you. Has worked for me and just submitted my latest cancellation email.