Vulnerable Customer Needs Help with TV & Broadband Cancellation, Urgent

[Karsan-C]

I need urgent help, I am vunerable 84 year old vunerable person.

My sky broadband and TV package should have expired at the same time in 8th of october 2023, both were negotiated at the same time 18 months ago.

1) I asked for auto renewal to be turned off 18 month ago and cancellation to take affect after 18 months

2) Letter arrived saying that my contact has been automatically renewed with £600 savings. The cost of the whole package is still signfiant more than current

3) I rang sky, sky said that auto renewal is on and my broadband has expired already expired and tv package will expire on the 8th of october. 

4) Spoke to cancellation team, they are making it very confusing to cancel and have said my 31 days for cancellation kicks in now because i have contact them today

5) Person will not allow to discuss these issues with the Accessibility

team, he said that I can only speak to him.

I accidently (miss heard) said yes to cancelling broadband in two weeks time and tv package in 31 days from now - i panicked because i don't want to pay the high month cost once my current deal expires. 

I need someone to help me allign my broadband and tv package cancellation date to 31 days so that i can find another service. I have falls detector connected to my broadband and need more time to find a better broadband deal and tv package. Any help would be apprecaite on how I can resolve this? 

*excuse any typo's

[PandJ2020]

AIUI there is no such thing as 'auto renewal' so it can't be on or off...

Anyway, for broadband it would be better not to cancel with Sky but perform a 'line takeover'* with a new provider if you are out of contract with Sky.  (This will reduce any outage)  Notice period on Broadband is 14 days I believe - you may have to pay a few days (pro-rata) at non-discounted rate but this will minimise downtime.

Billing is monthly advance and continues as normal until your service actually ceases - so you will almost certainly pay into October - this will eventually be credited to your account.

* confirm with any new provider they can do this - some can't, e.g. VirginMedia.

You could always try to negotiate a better deal to stay with them - especially if you are serious in leaving.

[Karsan-C]

I find it difficult getting the actual facts from sky, constant inaccuracies or not sky not sharing the full picture.  Is there anyway I can reach the accessibility team directly? 

[Daniel0210]

@Karsan-C 

Have you registered with the team? If not it may be worth you registering with the Sky Accessibility Team who may be able to help you now or in the future. Once registered there are also different methods of communication with this team
https://www.skyaccessibility.sky/

[martswain]

@Karsan-C you have misunderstood how Sky contracts work.

At the end of a fixed discounted period, which is what you agreed 17 months ago, your services do not end, they continue at full list price with a 14 day notice period for broadband and 31 day period for TV.

If you have a broadband service over the phone line, then cancelling that will mean that you lose your telelphone number when the service ends.

If you wish to keep the number just order a similar service from another ISP and make sure you ask them to take over your number.