Broadband early termination charges

[Navigator2]

Last week I received the letter advising me of the increase to my Broadband costs. As the letter said I could leave penalty free I went elsewhere for a better deal and used the new providers one touch transfer service. I now have early termination fees of £85 on my account Have complained via the form fill on Sky's website. What's the turnaround time for complaints?

[caesarome · Accepted solution]

@Navigator2 

This link explains what happens next:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

I would guess that to have avoided these charges you would have had to contact Sky to cancel via them but it isn't very clear now especially with the one touch switch service.

[Navigator2]

Thank you. Much appreciated!

[duckrabbit]

I have the same. I have contacted them and said I'm leaveing because they put my broadband up so why are they chargeing £140 and despite multiple email calls they keep saying they are in the right. Utterly maddening!

[Daniel0210]

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@duckrabbit wrote:

I have the same. I have contacted them and said I'm leaveing because they put my broadband up so why are they chargeing £140 and despite multiple email calls they keep saying they are in the right. Utterly maddening!

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@duckrabbit 

After receiving the email/letter about the price increases you can only leave broadband penalty free. It does not apply to a TV subscription. You won't be paying £140pm for broadband, 

[duckrabbit]

Once you've contacted them they should remove the fee but in my case they refuse to do so.

I have asked for a deadlocl letter. The contact is clear. If they increase charges you can leave without a termination fee. It's really shameful the way SKY are behaving.

[duckrabbit]

They refuse to. Multiple emails and 30 minutes on the phone. It is crazy.

'Regarding your request to cancel your Sky Broadband and/or Talk service(s) without incurring early termination charges, I can provide some clarity on this matter. Early Termination Charges are typically applied when a customer cancels or ends their service within the minimum term stated in their contract. This minimum term can be 12 or 24 months, depending on the service.

However, there are circumstances under which these charges do not apply, such as:

- The minimum term has passed.

- The cancellation reason falls within our Acceptable Minimum Term Cancellation guidelines.

- You are still within your cooling-off period.

- You have been declared bankrupt.

If you believe your situation meets any of these criteria, please let us know, and we will be happy to review your case further.'

[SpaceSparkie]

Hi @duckrabbit 

Sorry to hear you're having these issues. I've shared the link below to help you get in touch with Sky and discuss this with them directly. I hope you're able to get everything sorted soon! 

Contact Sky here

Thanks 

Sarah 

Community Moderator