Upgrade incorrectly being charged for.

[SootyRabbit]

Posted this in Broadband section at first but probably more appropriately posted here

 I took up the current offer that was shown to me via the MySky app for £40 full fibre 300 including Anytime Talk Extra. The app still shows further upgrades to 500 and 900 at £43 and £46 respectively.

However I am now being billed at £40 + an extra £16 for Talk Anytime extra. - I raised a complaint via the phone today and the chap in billing told me that despite the app telling me I would recieve +100% faster broadband + ANytime Extra for £40 - I would have to pay an extra £16 per month for ANytime EXtra.

Have now sent screenshots of the offers to billing via email but they don't seem to want to acknowledge the offer exists and insist that Anytime Extra is a 16 quid add-on to the £40 full fibre 300 offer price.

Has anyone else run into this....feels completely silly for a serious company to try behave like this.

[PandJ2020]

What do the T&C's say about the offer?  It may be for new customers only?

[SootyRabbit]

Definitely not for new customers...it is an advertisment for an upgrade for a start - not a new service. It's in my sky app when I am logged in, and is obviously targeted directly as it knows what my current broadband service and sky talk status is.

[PandJ2020]

Sure, but what does it say in the 'legal' bit?

[SootyRabbit]

Here's a screenshot of the offer that's there now under the check your upgrade options.  I accepted the 300 gb tier at £40, there are options at 500 GB for £43 and 900gb for £46 still showing.

Sky billing are claiming this advert means £43 is for the broadband only and it's another £16 for talk anytime extra.

 

[SootyRabbit]

"You will get" summary is pretty explicit 

[PandJ2020]

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@SootyRabbit wrote:

"You will get" summary is pretty explicit 

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Yes, but it does say 'your SkyTalk Anytime Extra'.

Not sure what it means by 'your'?  But one interpretation is you already have it and the amount is only referring to the broadband.  Well, that seems to be Sky's interpretation too...  But on the other hand it does say 'in total'.

[SootyRabbit]

An excellent chap called Jamie sorted this out this afternoon, after I got the run around from various other departments and felt like I was banging my head against a brick wall.

[Argyle+lad]

Have phoned Sky today with a similar query and got nowhere. To my mind this is false advertising as it implies without doubt that the total price going forward for a two year contract will be £46 and that incudes anytime phone calls and  WiFi Max. No mention of any further charge. I rang Sky to enquire if this was in fact the offer as I had read it. The operative did not seem to know and he thought Once I had signed up then my bill would still show charges for Phone and WiFi max   Did say I thought the offer misleading and he supposedly raised the matter at a higher level. Still no answer.

[Argyle+lad]