Ilegal canceling of a Contract

[Jason103]

Dear Sky

We Signed a contract in December last year on an 18 month contract.

You said you would connect me on the 5th of January, that time came and went and for 3 months you made false promises and kept dangling a carrot in front of me. Eventually after many calls and my frustration and anger with your terrible service you agreed to put me on the copper lines because they were still working on installing the fibre. So we kept the contract op[en and we oipened a seperate temporary contract on the copper cables. 

Now after 3 months I have had a phone call from you stating you have canceled our original 18 month contract (without my consent) and you will now be canceling the temporary contract. You said I have to sign up to a new 2 year contact as the 18 month contract is now not available or I have to go elsewhere, you said you will give me til the 1st of August and then you will call back, I asked for compensation and your adviser said yes, we will give you time to get a new supplier and again stated she will ring back in the 1st of August. 

Can i please ask how you can cancel  an 18 month contact without my knowledge, why no proper compensation was offered and why are your advisers unwilling to come to a compromise which I tried to do with her, instead saying sign up for another 2 years or go eslsewhere?

A contract is between 2 parties, if i wanted to cancel my contract early, you would force me to pay for the remainder of the contract so why should you be any different?. 

I shall now be making a formal complaint to the finacial ombudsman and also to trading standards for your false adverting. 

Regards

[GD1]

@Jason103  This is a customer helps customer community, Sky won't see your complaint nor would they know who you are from a forum post.  You need to raise your complaint through the correct channels.  There are links at the bottom of this page.

[Chrisee]

@Jason103 as pointed out you first have to complain formally to Sky which a forum post cannot be used to start. See How to make a Sky complaint | Sky Help | Sky.com

If you read that link you will see Sky's formal complaint system has an external formal Alternative Dspute Resolution step which can only be invoked if either 8 weeks have passed or you do not accept Sky's reply (deadlock). If you check with independent consumer advice providers like the CAB or indeed you complain directly to the regulator who is in this case is Ofcom you will be told to use Sky's complaints process..

Cancellation of contracts is not "illegal' if the terms of the contract allow which most consumer contracts do and Sky will point you to  It would appear there has been an issue with provision of broadband over a new fibre line where Openreach could not complete the work. That Sky were able to provide a temporary service over copper is unusual but that is now coming to an end. Sky are entirely in Openreach's hands where it comes to the connection to your home in this case I suspect the core issue is coming from that end so they will argue "force majeure" ie things beyond their control. 

[TimmyBGood]

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@Jason103 wrote:

I shall now be making a formal complaint to the finacial ombudsman and also to trading standards for your false adverting. 

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Note that the Financial Ombudsman is for credit dispute, and delay by a national infrastructure provider in provisioning a connection isn't 'false advertising'

The appropriate ADR is CISAS, but as @Chrisee indicates they only get involved later in the process (if required)

I'd agree it's very unusual to be offered a temporary copper connection under these circumstances, and that's probably confused things.