Broadband on SKY.com is more expensive than comparison sites

[Nicolaclare]

I am a NOW broadband customer. I wanted to switch to SKY via MSE comparison site - 24 month contract @ £22 a month with a £45 voucher from giftcloud.

SKY.com shows the cheapest broadband as £26 a month????? When I called SKY they confirmed that the lowest price was £26 a month and told me that none of the price comparison gift offers would work (they are just generated by an algorithm???) and that the order would not be processed, that the headline cost was incorrect.

Having done some research, this looks like a blatant attempt to deceive me as SKY.com itself acknowledges these type of offers:

https://www.sky.com/help/articles/giftcloud-voucher-enquiries-b

Unfortunately I am unable to just go ahead and order via MSE because the system (wrongly) picks me up as an existing customer due to having NOW broadband, so I am asking for advice here as to what I should do. I am a genuine new customer to SKY, the rep agreed but the system picks me up.  The SKY rep is calling me back today so I would really welcome some experienced advice.

[JimM1]

@Nicolaclare Sky is the parent company of NOW broadband so there is NO deals for you with regards to anything. You want a deal then it is a go somewhere else!

Customer service calls you with a deal, you have to make that decission right there and then, no i will call you back, it will be off the table completely.

[Nicolaclare]

That's strange, the SKY rep agreed with me that I am treated as a new customer to SKY and that he would complete a specific form used to deal with this.......

[JimM1]

@Nicolaclare Are you also in an area with the Fibre Upgrade that now has to happen when you look to change your package! If they treat you as new then that will be what the CS is trying to do, nothing else....

[Nicolaclare]

Thanks, this leaves me feeling even more misled by SKY customer services - underhand sales tactics are just not acceptable.

If the rep calls me back today (which he has told me he will), I will hold firm that £22 a month is what I am willing to pay  and its up to SKY whether they want me as a customer or not.

[JimM1]

@Nicolaclare Doing the math's your figure needs to be £20 per month, so they will probably be saying goodbye to you!

[Nicolaclare]

Yes, if I factor in the voucher that's right, but I am willing to forgo the voucher and pay up to £22. I will be very interested to hear whether there is any wriggle room whatsoever on the £26 a month.......

[Deb3000]

Unfortunately, such practices are now rife across the industry.  While there are still good deals for new customers, you'll find this is how existing customers are treated everywhere you go today.

[Nicolaclare]

I agree that telecoms businesses can decide what offers to extend to new or existing customers, and that sadly it is a fact that customer loyalty is generally not rewarded.

However, I will never accept being dishonestly misled by customer service agents in order to make a sale. Such practices should be subject to meaningful fines by Ofcom if companies are not willing to ensure that their staff behave ethically.

[JimM1]

@Nicolaclare This link may help you before the call also.

NOW Broadband powered by Sky | Sky Help | Sky.com | Sky Help | Sky.com

[Nicolaclare]

Thanks for the info, let's see if this call back materialises!