wrongly chargded on my account

[Pandora10]

I have been a customer for  over 20 years I recently had a new contract and was told with discounts etc my bill would be £30-50 BUT sky has taken £42-50 from my account when i rang customer service i was told it was for my box in bedroom I have never been told that was extra i was told it was free very dissapointed to be treated this way after 23 years I have had the box in bedroom for a few years at no time was I told I had to pay exra I feel very betrayed and if I am expected to pay for what I was told was a free box it will have to be removed and I will go bavk to freeview

[Daniel0210]

@Pandora10 

The extra box is unlikely to be free. Which TV platform do you subscribe to?

If you have Sky+ you need to subscribe to Multiroom. 

If you have Sky Q you need to subscribe to Multiscreen. 

If you have Glass/Stream you need to subscribe to Whole Home.

[caesarome]

@Pandora10 

If you have more than one box then you do have to pay a multiscreen sub so you can use it, this isn't new as it has been this way for years. It might be you had a period were you wee given this free of charge but should thst have been the case it was never going to last for ever.

[Pandora10]

Trouble was I was told many years ago the box was free I have never paid extra it was only when my contract was up for renewal that i said it was to expensive and i want to opt out this staryed the ball rolling oh but you have been a loysl customer for 23 years we would not like to lose you let me see what i cna do cut a long story short i was offered a deal of £30-50 all in i said i had a box in bedroom but told that did not count so being charged £12 more really upsrt me as a 82 year old OAP every penny needs to be watched still if I dont get told why I will just go back to freeview for the first time in 23 years 

[Daniel0210]

@Pandora10 

You haven't answered the earlier question ~ Which TV platform do you subscribe to?

[Pandora10]

Sorry I do not know on my contract it says sky signature so i dont know what you are talking about senior moment 

[Daniel0210]

@Pandora10 

Do you have Sky Q, Sky+ or Stream? 

[Pandora10]

I am sorry i do not know all i have on my contract is Sky signature 24 months discount sky signature net  price £35.50for 24 months I am not savy to details i dont know what sky glass etc means I believed i am on basic taeeiff no extras but i dont know if its sky q or not maybe I should just cancle all together and watch rfeeview tv has been my friend since hy husband passed away but if it gets to dear i will have to think again

[Daniel0210 · Accepted solution]

@Pandora10 
You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

You may not be able to cancel. 

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

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.

Remember that billing continues through the notice period after which a credit for any overpayment will show on your bills and should be refunded in about 6 weeks from your last day of connection.

If you are cancelling Sky Q or Stream return packaging will be sent out near the end of your notice period for any loaned equipment Sky are expecting back. It’s important that you obtain proof of posting and keep it safe and indefinitely.

[Pandora10]

I have been in touch with sky and talked with a very nice man he did his best to try and sort out my problem it looks like I was given the wrong imformation and as I dont need a sky box in my bedroom I will be getting rid of it BUT on advice as I had paid for the month I should wait untill a couple of days before next payment is due as as soon as I want box removed the service is switched off so I could be paying for something that is no longer working I am very dissapointed with sky it seems 23 years as a loyal customer counts for nothing he did advise send back but get a receipt as things go "missing"and you could be charged I was told it will not cost me anything to remove the box so I wonder if I have been given the right advice this time

[Daniel0210]

@Pandora10 

So if the agent has explained about returning loaned equipment you must have Sky Q  or Stream. Remember that bills are generated 14 days prior to the payment date for Sky Q and 3 days prior to the payment date for Stream. There should be a 31 days notice period before it's switched off so you may have misunderstood that part.