I used live chat on 9June with the intention of cancelling my whole tv package but left with what i thought was a good offer of £64.50 for the package i needed. (24month agreement sky essential £18, Netflix with ads £0 Whole room £15 Full fibre 150 £27 and sky glass air £4.50) . I asked call agent if these prices included this years price rises and the response was yes. (luckily i screenshot these conversations). All was good, sky glass set up and working well. the multiroom is a bit juddery but isnt used that often so accepts that. Email contracts received stating £27 per month for 24 months then £43 thereafter.
Went to check online billing on 16th June as it wasnt explained to me at the time the sky stream and the broadband were billed separately and i wanted to check and this was when i noticed the future bills for broadband were showing at £30 and not the £27 i had agreed to.
Spoke to someone on live chat again who stated " However, due to a price increase, the current standard price is £46. This is why the charges show as £30" . I again posted the original transcript saying the price quoted of £27 included price increase to get a response of "'ve checked our current pricing, and for the full fibre package, the monthly cost is £30 for 24 months, then £46 thereafter." which again i challenges as this is not what the deal was and was not what i have in an email contract. I had to provide dates and times of these email which i would have thought agent could see plus i sent the screenshots . I was then passed to another advisor to go through whole scenario yet again. They had to go speak to someone else and came back with the response "Sky Broadband Full Fibre 150 is normally £46.00 pm,however we will offer you for £27 pm for 24 months" and " A one-off admin fee of £10 will be added to your next bill" which i challenged as i had paid admin fees on the 9th for the same offer. This £10 was said to be waivered and i would receive emails confirming offer but prices would be different until i accept offer. Email again said "Thank you, you will different amount in email. but do not worry, once order is placed, we will apply the extra offer to get your cost down to £27 pm for Broadband" I accepted and was told i would get new order confirmation email within 24 hours. i got it and lo and behold its showing fibre for £43 a month with a £3 discount making it now £40 a month. LIve chat here we go again .. this time i am told its now 7 working days to change. ( yet on the 9th when i initally took offer it updated same day)! Lets just hope i get the promsed email and price changes or i will be cancelling whole package within my 31 day cooling off period
