I’m posting here after exhausting normal customer service routes and going in circles.
I contacted Sky to arrange a home move. During the first call, I was told broadband speeds at my new address would be much lower and that it didn’t make sense to continue my existing contract. I was advised to re-contract mid-term so I’d get a 14-day cooling-off period and could cancel without penalty. I relied on this advice.
A few hours later, unsure if this was correct, I visited the Sky store on Buchanan Street, Glasgow. The store staff connected me to Sky customer service on speakerphone. That advisor explicitly said I had been treated unfairly by the first person and clearly promised that although my speed would reduce, my monthly price would remain £27 (same as my existing contract). I was told to ignore automated emails showing £43 as the price would be manually corrected. This was confirmed multiple times and witnessed by store staff.
Despite this, my account now shows £43 per month. Sky says there’s no record of what was promised, and I’m being passed between advisors with no ownership.
This isn’t a simple billing query — it’s contradictory advice, broken verbal assurances, and mis-selling. I’m asking for Sky to either honour the £27 price promised or allow me to exit the contract without penalty.
I’d appreciate a Sky moderator reviewing the call recordings and stepping in to resolve this fairly.
