Moving home but Ultrafast broadband is not available and will need to downgrade

[Moynul]

Hello all, 

I called Sky as I am moving home and it appears that Sky ultra fast broadband is not available. I pay £23 for ultrafast and £25 for sky signature tv.

They advised me that only superfast broadband is available and that I will have to pay £34 pounds a month for broadband  take out a new contract.  I spoke with the sales team who knocked off a few pounds.

I advised that I am happy to get super broadband speeds and pay what I am paying, but this is not possible.

What are my choices here? I am 10 months in to my 18 month contract and feel that I am being punished for moving houses. Can someone please advise if I do cancel, will I face a termination fee? 

[Highlinder]

@Moynul  Sorry to say that you will face those termination fees if you leave early. But if you are not able to get ultrafast and the best speed you can get is superfast then Sky should just move you to the best available speed without the need to enter another minimum length contract to do this.

Have you checked if the area you are going to be moving into is in line to get ultrafast anytime soon?

[TimmyBGood]

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@Moynul wrote:

What are my choices here? I am 10 months in to my 18 month contract and feel that I am being punished for moving houses. Can someone please advise if I do cancel, will I face a termination fee? 

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I suspect that by itself, moving house is not sufficient grounds to expect to break a contract without penalty.

[Moynul]

Hello @Highlinder - thanks for your reply. 

I had a discussion with Sky yesterday, and unfortunately, they cannot move me to superfast unless I take a new contract. If I do take out a new contract, will I be able to cancel within 30 days without facing termination fees?

>>Have you checked if the area you are going to be moving into is in line to get ultrafast anytime soon?

Sky has checked and could not find any planned works for ultrafast.

[Highlinder]

@Moynul  The cancel before the 30 days is up, that myself not very sure of. A shame that it is not in works yet to move to ultrafast in the new property.

[Anonymous]

Surely Ultrafast and Superfast are two separate products?

Clause 4,b,ii & clause 10,c,iii look like they apply?

Changing your Address and telephone number

4,b,ii
(a) You must tell us immediately of any changes to your Address or the telephone numbers you have provided to us. We recommend that you provide us with at least 2 weeks’ notice of your change of Address. $(b) If you change Address:
(i) This Contract will continue unless you exercise a right to end it under this Contract.
(ii) If any Product which you are subscribing to is not available at your new Address you may either end this Contract or select another Product that is available there in which case this Contract will continue.
(c) We may charge you a reasonable administration fee for transferring your service to your new Address. We will tell you whether a charge applies and the amount before processing your move but you can also see whether we currently charge for transferring services at www.sky.com/help/articles/moving-home-faqs 

__________________________________________________

10,c,iii

(c) You can end this Contract without incurring early termination charges during your Minimum Term if:
...
(iii) Condition 4(b)(ii) applies (you are moving home and the Product you are subscribing to is not available at your new Address); 

https://static.skyassets.com/contentstack/assets/blt7f2b03fd02c7fe60/bltfaabe3c471c484b9/628ca6d2d31...

[Moynul]

@Anonymous You absolute star! Thank you for digging this out. I will call Sky to terminate my contract, and hoping they won't charge! 

[Highlinder]

@Moynul  This is why I pointed out to you that it was odd that Sky are trying to get you to take out another 18 month contract when the service that you have just now is not available at your new property that you will be moving into.

[Chrisee]

@Moynul & @Highlinder suspect that was a customer agent trying to get a sale which they get paid to do rather than giving the full answer which gets them nothing. Not good practice but it happens.

[Anonymous]

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@Moynul wrote:

@Anonymous You absolute star! Thank you for digging this out. I will call Sky to terminate my contract, and hoping they won't charge! 

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I did a quick Google and found it on the MSE website. I don't think Sky would have allowed the direct web link as they get very uppity about links so just copied the relevant bits.

I didn't think it sounded right what you were being told.

[Chrisee]

@Anonymous it was a good find but you can always directly link to anything on Sky.com without incurring the wrath of the moderators. All of Sky's current contracts can be found at https://www.sky.com/help/articles/sky-terms-and-conditions

[Anonymous]

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@Chrisee wrote:

@Anonymous it was a good find but you can always directly link to anything on Sky.com without incurring the wrath of the moderators. All of Sky's current contracts can be found at https://www.sky.com/help/articles/sky-terms-and-conditions

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On Sky yes, but I found the info on the MSE website (Money Saving Expert).

[simon194]

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@Highlinder wrote:

@Moynul  This is why I pointed out to you that it was odd that Sky are trying to get you to take out another 18 month contract when the service that you have just now is not available at your new property that you will be moving into.

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I find it a bit odd as well.

When I last moved Sky could only offer ADSL at my new property and they just transferred my contract to that with the associated change in price to the new address.