Unable to cancel broadband

[Ben0784]

Hi everyone,

posting here my story, [Removed]

i am moving abroad in a month and a half time, as a result I won't need my broadband subscription anymore.

i want to cancel my subscription, which I could normally do without any early termination fees, as as per my contract, I am entitled to do so as the minimum guaranteed speed has dropped for more than 3 days in a row in the last 30 days, a couple of times.

the problem is that despite several calls to sky support, they can't cancel my subscription as apparently, a "pre activated WiFi max" is preventing them to cancel my broadband subscription !

the problem is on their side as apparently I should have received a new router a year and a 2 months ago when renewing my contract, which has never arrived. Fortunately I am not charged for this WiFi max, but something in the system sees that as "pre activated " and then prevents them to cancel my current subscription.

i have spent last Friday 4 hours on the phone with people sending me back and forth between the tech department which apparently can't do anything and the cancellation team, which also are useless in this matter as they can't cancel my subscription whilst this pre activated WiFi max is still alive... not even mentioning the 5 or 6 people who hung up the phone on me after asking me to wait...

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I have no choice now but to take it to court!

 

 

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Moderator notes: Removed unfounded allegations

[JimM1]

@Ben0784 For you.

How to cancel your Sky Broadband | Sky Help | Sky.com | Sky Help | Sky.com

[Ben0784]

Thank you!

i ve tried this and have been on the phone with the support a couple of time last week, including for 4 hours on last Friday, without any help.

as described in my post, the pre activated WiFi max is preventing them to cancel my subscription !

and nobody seems to know, or wants to first fix this issue which is a sky problem not mine, and eventually proceed with the cancellation of my subscription.

i find myself being denied my customer's rights here! 

I am taking this to court as it feels quite serious and a pretty dodgy behaviour from sky

[JimM1]

@Ben0784 Have you been logged it on the complaints made it formal from a documented point and it's in black/white at that point! Your correct not your fault it was scre wed up but the fix is not going to happen anytime soon!

[Ben0784]

No I have not as I have not found it and nobody really helped me on their side.

hence why I al

now taking that to court

[JimM1]

@Ben0784 WWW.sky.com bottom off the page, complaints and go from there!