Re-contacting your Broadband service - watch out

[Oharedm]

I recently the customer team to look a reducing my monthly subscriptions. I was out of contract on my Sky Broadband so I agreed to a new contract, as I was offered a new Sky Hub (SR203) for free, I was sold it was an upgrade from my existing ER110.

I now have a £30.50 + Sky Boost package (£3pm). I never agreed to taking the Sky Boost (it was never mentioned in the conversation). Then, today in my monthly statement shows I have been charged (i) shipping of the modern, (ii) broadband admin fee and (iii) offer admin fee.

Did I actually got an offer ?

Before I spoke to Sky I was paying £34.50 pm for my Broadband services now I am paying £33.50 pm for the same performance + a one off charge of £29.95 so that means overall I will pay more in the coming year for the same broadband service.

So be warned.  I have raised an online complaint.  

[Daniel0210]

@Oharedm 

Admin charges are usually added to discounted deals (new or on renewal), and it’s normally £10 per discount. If you negotiated the deal on the phone and these admin charge(s) weren’t mentioned you need to call Sky again. They should be able to listen back on your original call and if they weren’t mentioned they will hopefully cancel them.

[Oharedm]

I can accept that a £10 one off admin charge that repays itself in say perhaps 2-3 months would be part of a properly informed customer services call.  When the discount offered on a current package does not repay all the admin fees over a year the supplier should not sell the discounted product  and advise the customer there is no net savings.

[Oharedm]

Can I now report that Sky customer services have now dealt with my complaint and I am not satisified. 

Amazingly prompt so will doen them....  

We should report good as well as not so good