Hi all,
New(ish) customer here. I'll try to keep it brief because nobody likes a wall of text.
I signed up to Sky Full Fibre 150 in June, at £26/month. Seemed like a great deal.
On Friday (14/11) I called about adding TV to my package, and perhaps getting a broadband upgrade. I decided to get the TV essentials with streaming box, and upgrade to Full Fibre 500 for £54/month. The upgrade went live on Monday morning.
Today I decided to use my cooling off period to revert my package to Full Fibre 150, as the speed increase wasn't very effective with my current network equipment (Wi-Fi isn't that strong with my old Unifi equipment so I'm topping out around 180Mbps).
Today I called and spoke to an advisor about downgrading. They told me it wasn't possible to get my old package back, as the deal is no longer valid. I explained that I was told there's a cooling off period when the upgrade was sold to me. They said it's not physically possible. They said the best they can do is to downgrade me back to Full Fibre 150 at £40/month. This is £14 more than I was paying before I took the upgrade.
Does this sound right? I thought the whole point of a cooling off period would was to avoid situations like this?
I asked the support agent to provide me with a reference so I could write in, but they said they can't do that. Instead, they would review the recording of my earlier call, as I was apparently misinformed.
