Why is it so hard to cancel Sky?

[Paula1423]

We have been trying to reduce our sky bill since May. In May we cancelled our sports, we received an email confirming this.  But the following bill was even more so we decided to cancel our whole subscription. We contact you by phone specifically saying we wanted to STOP SKY. We have now received another email saying our sports is cancelled?!  WE WANT TO CANCEL STOP SKY !

It seems so easy to add things to SKY but to cancel is so ridiculously hard 

[MightyQuinn]

Hi @Paula1423   I'm afraid that you are not communicating with Sky here. This is principally a customer helps customer community. 

https://www.sky.com/cancel

[caesarome]

@Paula1423 

You need to contact Sky and give them 31 days notice to cancel it, so you can either call or use the messaging service to do this.

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

Select "No, I still need help" at the bottom of the page.

[cancelsky10]

Hi.  The contact number on this page is only a technical services line.  there are no account management options.  this is diabolical.  the chat services on this Cancel your Sky TV page are unavailable. I'm honestly going to contact the ombudsman as this is surely illegal.

[Mark39]

---

@cancelsky10 wrote:

Hi.  The contact number on this page is only a technical services line.  there are no account management options.  this is diabolical.  the chat services on this Cancel your Sky TV page are unavailable. I'm honestly going to contact the ombudsman as this is surely illegal.

---

That's not the case. The number is for Sky's customer services.

[Daniel0210]

@cancelsky10 
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 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. Obtain proof of posting and keep it safe and indefinitely.

[pippo1]

Same here—canceling SKY has been extremely difficult. I'm currently in the process but haven't succeeded yet. I've tried four different channels: the virtual assistant, a real agent via chat (who told me cancellation is only possible by phone), and even followed the website instructions—which may be incorrect. Despite calling, I still wasn't able to cancel, so now I'm trying in writing. It seems like this complexity is a deliberate market decision to make cancellation harder.

[MightyQuinn]

Hi @pippo1   Are you outside your minimum term? Why couldn't you cancel when you called?

[Daniel0210]

@pippo1 

Well you can't cancel anything by writing on the forum.

To cancel your TV subscription fully, 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 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.

🔹

If you’re cancelling Broadband & Sky Talk then if you’re moving to another ISP you could use the One Touch Switching system which is hopefully the easiest method and explained in this link ~ NOTE: it only applies to broadband and Talk and not a TV subscription.
https://www.uswitch.com/broadband/guides/one-touch-switch/

If you are cancelling Broadband/Talk altogether you need to contact Sky and give the required notice of 14 days. Remember that if you are still in a discounted 18/24 months deal Sky could impose cancellation charges.

Return packaging for any equipment Sky expect back will be sent out to you near the end of any notice period. Remember to keep any proof of posting indefinitely.

[pippo1]

Hi @Daniel0210 I never stated that I was trying to cancel sky by writing to this forum; I am not sure how you implied that. I wrote to Sky Subscriber Services Ltd,; 

I just explained my epxerience with Sky and the difficulty on cancelling the contract.

PS: I am outside the cooling off and I am sky memeber for few years; so much more than the 18 months. Also everytime I contact them  about cancelling the contract I get questions as to why I want to cancel it and when I reply it is because I am not using it they provide suggestions to reduce the bills!! I never asked for that; I contact them just to cancel it. 

Also the agent in the chat just before cancelling it mentioned that to complete the cancellation I need to talk with someone over the phone; and guess what the agent on the phone asked when I mentioned cancel SKY?? I felt it was another selling point? something similar when try to change phone provider!!

PS. This is address to write to sky

https://www.sky.com/help/articles/cancel-sky-tv then select "No, I still need help" and at the bottom of the page I found this:

 Note I added ******* instead of the email address because when I add that email address I cannot post the message (another marketing decision?)

Write to us at:

Alternatively, you can email us at *******. When contacting us please ensure that you include your name, your address, your postcode and your telephone number. Please note, it can take up to five days to receive a reply.

We can’t cancel your Sky services until we’ve confirmed you’re the authorised account holder, so we may need to call you back to process your request. Don't worry, your notice period will start from the date we receive your letter or email.

Sky Subscriber Services Ltd, PO Box 43, Livingston, EH54 7DD

So in summary with my experience I can say; yes it is hard to cancel the contract with Sky.