UHD - underhand price increase?

[PandJ2020]

So after helping many with their Sky issues I now have one of my own.

I agreed a new 18 month contract mid last year.  Got a good price which included 'Ultra HD £4 off with Multiscreen'.

I explicitly asked the agent to confirm that my discounts would be 18 months and they put this in writing, 'Yes, all the new offers I mentioned above would last for 18 months'.

As many have noticed future bills have been adjusted.   Upon checking mine I have the expected list price increases (£3) but my total charge had increased by £5.  Checking further the UHD offer has now changed to '£2 off'.

Checking with Sky they advise me that the £4 offer is now longer available and it's now £2 off.

Agent is refusing to budge so after 22 years I regretfully have to raise a complaint...

Annoyingly, upon complaining the agent decided they'd prefer to take the opportunity to give me 'value' by trying to sell me broadband!  Another solution to provide me 'value' was to remove UHD from my subscription.  No - I just want the agreed products with the agreed discount...  And then they tried to point out that they can increase prices by up to 10% - yes, but this product actually hasn't changed - which is why I suggest it's underhand as the discount has been adjusted.

Anyone else have this?  I think I win in the percentage stakes - infinity % 🤣   (From £0 to £2)

[PandJ2020]

So I have submitted a complaint and I have a reply about my 'enquiry'.  Strange, I thought I was complaining!

Anyway, did not address any of my points and simply said that the discount changes from £4 to £2 - no explanation whatsoever.

I've reviewed my chat with the previous agent and I think this is enlightening:

"The admin fee lets us guarantee the discount for the full length of the contract and for a longer period. 18 months discount in an 18 month contract, and charge the fee upfront so you know exactly what you're paying and why."

Also that: "We've charged admin fees for about 18 months now, in response to customer feedback."

Not impressed so far, but I'm not giving up!

[SKY1992bf]

@PandJ2020  Did you raise the complaint using the details on this link 

https://www.sky.com/help/articles/how-to-make-a-complaint

there is an official form 

[TechmanagerMal]

• Thanks for the heads up @PandJ2020 I just checked mine and the projected increase for me is 9.21%, well within the 10% maximum - I think not.
• The Ultra HD is the same for me from zero to £2 but as I don't have a UHD TV and only need two Netflix screens simultaneously I guess I can cancel that?
• Increases as follows

[gartside]

Totally agree. I have still got the email from June saying free UHD for 18 months.

I phoned today and still no joy, she the free UHD wasn't contracted for 18 months and they could change at their discretion. 
I am now paying £1.33 per month which leaves the total annual increase at 9%. The cynic in me tells me they wanted to keep within 10% hence the £1.33.

They did tell me I could cancel UHD without it affecting my other offers.

She raised a complaint but I don't expect to hear anything further.

[PandJ2020]

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@SKY1992bf wrote:

@PandJ2020  Did you raise the complaint using the details on this link 

https://www.sky.com/help/articles/how-to-make-a-complaint

there is an official form 

---

Yes - used that.  But they seem to take that as an 'enquiry'.  I'm going to have to call...

[PandJ2020]

Well my faith has been restored.

After calling (and answering in less than a minute) they have agreed it's an error/glitch - which is a totally different story I got from the chat.

They agreed that the discounts last 18 months as agreed - and will be updating the billing with 72 hours.

Fingers crossed...

[SKY1992bf]

@PandJ2020  Keep us posted 

[PandJ2020]

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@TechmanagerMal wrote:

• The Ultra HD is the same for me from zero to £2 but as I don't have a UHD TV and only need two Netflix screens simultaneously I guess I can cancel that?

Mal, see my post above - not sure if same applies to you...

But you may wish to cancel UHD if you're only using HD and ok to drop NetFlix from premium to standard.

[TechmanagerMal]

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@PandJ2020 wrote:

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@TechmanagerMal wrote:

• The Ultra HD is the same for me from zero to £2 but as I don't have a UHD TV and only need two Netflix screens simultaneously I guess I can cancel that?

Mal, see my post above - not sure if same applies to you...

But you may wish to cancel UHD if you're only using HD and ok to drop NetFlix from premium to standard.

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• Thanks again, I think last April mine were rectified before I received the notification email and my increase was reduced on a couple of agreed terms.

[PandJ2020]

A week later... Still no fix.

Called again and apparently they are aware of the issue.

Oh, and as ever they took the opportunity to try and sell be broadband - please stop! 😡

[PandJ2020 · Accepted solution]

After a lot of persistence Sky have finally admitted they have put UHD up from £4pm to £6pm.

A 50% increase of list price.  Of course, 'premium' subscriptions are not subject to the 10% limit.

I can see why people get frustrated - I've been passed to about 5 different departments.

However, my billing is currently showing a £2 discount instead of agreed £4 discount but this is apparently a technical issue that will be fixed once increases are implemented, i.e. 6-4=2 which is the same as 4-2 😑

[Simon.walker78]

I've just received my delightful price increase letter too.

same issue here, UHD will no longer be free, £2 instead....

currently on hold as my bill (and future bills) shows uhd as £4 before discount, the only thing they have changed is my discount.

overall my bill has increased by over 10%, tipped over by the uhd.

I explained that I took out my deal with the prices at the time, I don't care if the uhd deal ended, it was one of the reasons I took out the contract.

[PandJ2020]

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@Simon.walker78 wrote:

I've just received my delightful price increase letter too.

same issue here, UHD will no longer be free, £2 instead....

currently on hold as my bill (and future bills) shows uhd as £4 before discount, the only thing they have changed is my discount.

overall my bill has increased by over 10%, tipped over by the uhd.

I explained that I took out my deal with the prices at the time, I don't care if the uhd deal ended, it was one of the reasons I took out the contract.

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The 10% doesn't apply to certain premium subscriptions - and is measured on list price, not discounted price.

Apparently it's a billing blip at the moment.  Whilst the bills are showing the discount going to £2 it will be fixed to show it as £4 but the list price goes from £4 to £6...  Annoyingly, it seems like they can do it and the 10% limit doesn't apply.