How to cancel when I am being ignored?

[COCO9]

Hi all, 

Would really appreciate any sort of help here. I have been with sky for more than 8 years now and I have been happy with the service. I started with £28 then around £35 each month for less than 100mbs but just received an email saying my price will now increase to £43 per month. This is honestly just too much as I have had to live without any internet for 2 months when Sky sent 5 different imaginary engineers to install the new router, with zero compensation of course. I am now trying to switch to vodafone who is offering £21 for 132 mbs. I am trying to use the live chat service but the 'associate' just keeps ignoring me, waited for 30 minutes..... and the messages have clearly been read. 

I am outside of the contract now so can I just send an email saying to cancel the contract now and then stop my DD? I am just worried that this will affect my credit rating as SKY can claim they did not receive my email.

[Daniel0210]

@COCO9 
Within 30 days of receiving the letter/email regarding the increase you can cancel the Broadband subscription penalty free. To cancel Sky Broadband and Sky Talk totally, or if you’re moving to a provider like Virgin Media or City Fibre etc who don’t use the Openreach set up, you'll have to contact Sky and give the required notice of 14 days, but if you are still in the initial 18 months deal Sky could impose cancellation charges. This link may help https://www.sky.com/help/articles/cancel-sky-broadband

If you are changing to another provider who also uses the Openreach infrastructure then join up with them and they should contact Sky on your behalf.

Return packaging will be sent out to you near the end of the notice period. Remember to keep any proof of posting indefinitely.

[Highlinder]

@COCO9  If you are outside your minimum contract period then just sign up with Vodafone and they will do the rest for you. Do not cancel the DD.

[Highlinder]

@Daniel0210  They are out of contract so the orice will go up to the normal price without any discounts.

[caesarome]

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@COCO9 wrote:

I am outside of the contract now so can I just send an email saying to cancel the contract now and then stop my DD?

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You can't do that as Sky will not accept a cancellation if the direct debit has been cancelled and that also don't accept cancellation requests via an email address.

[COCO9]

Thank you! I didn't know I could get vodafone to cancel for me! This will be so much more useful as I am currently in another queue for 45 minutes now! Nice way to spend the last evening of the weekend 🙂

[COCO9]

That's what I did. I was ignored. I had to start another chat because the associate was just reading my message and I guess playing on her phone as then. I am currently in another queue, been here for the last 45 minutes. I try to avoid calling as I struggle with accent.

[Highlinder · Accepted solution]

@COCO9  You are moving to another Openreach provider and as you are out of contract you can sign up without any issue. Just don't cancel the DD as there might be a point that you missed the cut off for the next billing period and Sky will try to take payment, but after a period of time you should get a refund.

[COCO9]

Thanks again, my contract ends on the 16th March so I will be moving on to vodafone soon.