Sky errors when trying to book a home move

[Kathryn89]

Dear Sky Customer Services,

Re: Termination of services due to home move and system errors

I am writing to inform you that I moved house on 28th February 2025 and am no longer using Sky services at my previous address.

When I attempted to transfer my Sky services to my new address through your website/app, I repeatedly encountered system errors that prevented me from completing this process. Despite multiple attempts, your system would not allow me to transfer my services.

Due to these technical failures on Sky's part, I was forced to sign up with a new provider (Plusnet) for my broadband services at my new address. I had fully intended to remain a Sky customer, but was unable to do so because of these system issues.

I would like to formally confirm:

1. I will not be paying any early termination fees for my Sky contract. As the inability to continue my services at my new address was due to Sky's system errors, not my choice, any early termination charges would be unfair and unwarranted.

2. I wish to highlight that I was mis-sold the 'WiFi Max' service by Sky. When purchasing this additional service, I was explicitly told it would improve my internet service at my previous address. However, after installation, there was no noticeable improvement whatsoever to my internet service despite paying the premium for this feature.

Please confirm receipt of this letter and provide written confirmation that:

• My Sky account has been terminated as of 28th February 2025
• No early termination fees will be charged
• A refund will be issued for any unused portion of my monthly service fee
• A refund will be considered for the WiFi Max service that did not deliver as promised

I look forward to your prompt response resolving these matters.

Yours faithfully.

[Daniel0210]

@Kathryn89 
If you’re not already aware this is a customer helps customer forum and you aren’t contacting Sky Customer Services. You can't cancel anything via the forum. 

[caesarome]

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@Kathryn89 wrote:

Due to these technical failures on Sky's part, I was forced to sign up with a new provider

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Another option will have been to call Sky to get your house move booked.

[Kathryn89]

This is where their chat bot sent me 

[Kathryn89]

Where I live has no signal so I can't make or receive calls 9 times out of 10. 

[Daniel0210]

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@Kathryn89 wrote:

I would like to formally confirm:

1. I will not be paying any early termination fees for my Sky contract. As the inability to continue my services at my new address was due to Sky's system errors, not my choice, any early termination charges would be unfair and unwarranted.

That woukd be something you need to talk to Sky about. If you are cancelling Broadband/Talk altogether you need to give the required notice of 14 days. Remember that if you are still in a discounted 18/24 months deal Sky could impose cancellation charges.

Please confirm receipt of this letter and provide written confirmation that:

• My Sky account has been terminated as of 28th February 2025 If Sky allow you to leave it woukd be 14 days from the date you contact Sky and cancel
• No early termination fees will be charged See above
• A refund will be issued for any unused portion of my monthly service fee Unlikely I'm afraid
• A refund will be considered for the WiFi Max service that did not deliver as promised

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