3GB plan removed by sky after 2 months on it.

[Moc4]

Two months ago I moved from 12 GB to 3 as I had lots of data as I consistently added to the piggy bank. I was told it was for a years contract. Last week I tried to move data from piggy bank but couldn't do it ( this isn't about the one year deletion of piggy bank data, even after that I still had over 100gb). Sky helpline told me it was due to a technical issue that they were working on. Rang several times to get an update but still not solved and now they say 3GB is no longer available so I will have to upgrade to 5 at additional cost.

How can they stop my contract for 3 GB after just two months and tell me I need to pay more? If I had called them to say I wanted to leave after 2 months I would be held to my contract? Helpline was awful simply kept saying I can't 'go back onto my 3 GB plan with piggy bank as it doesn't exist any more' even though I have only had it two months. Then told me he was closing my complaint as he had offered a 'resolution' no matter that this still leaves me with no option but to pay more than I agreed to pay?

Currently feel I will head to Tesco and move to them taking the 'hit' on what I still owe on the phone.

[63johnw]

Hi @Moc4  i could understand if you moved from a tariff that is no longer available and wanted to move back but as you didn't then I don't know why sky are saying what they are. I would make a formal complaint. One of the sims on my account is on the 3 Gig monthly plan and is still in place. 

https://www.sky.com/help/articles/how-to-make-a-complaint

[Moc4]

That's my point, they say that they moved me to unlimited (so that I could still use the phone while I was away) and that I cannot change back but it wasn't down to me it was their system at fault. Thanks for the link I will make a complaint but still need to sort a data plan so will look at my options with Tesco as soon as possible very cross with Sky! 

[PandJ2020]

If you change your plan then you can only move to currently available plans.  Likewise, I'm on 3GB plans but know if I switch away then I can't switch back to them...

[Moc4]

But I didn't 'switch' away, they put me on an unlimited plan temporarily while they sorted out the issue with transferring from my Piggybank. I was clear I didn't want to change my plan and they credited my account with the extra cost for the unlimited use as it was 'their fault' my 3GB wasn't working as it should. I wouldn't have minded if I had instigated a change but I didn't. Hope that makes sense! 

[PandJ2020]

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@Moc4 wrote:

But I didn't 'switch' away, they put me on an unlimited plan temporarily while they sorted out the issue with transferring from my Piggybank. I was clear I didn't want to change my plan and they credited my account with the extra cost for the unlimited use as it was 'their fault' my 3GB wasn't working as it should. I wouldn't have minded if I had instigated a change but I didn't. Hope that makes sense! 

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Ok, seems like they dug their own hole.  I think you have a valid complaint...

[63johnw]

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@Moc4 wrote:

But I didn't 'switch' away, they put me on an unlimited plan temporarily while they sorted out the issue with transferring from my Piggybank. I was clear I didn't want to change my plan and they credited my account with the extra cost for the unlimited use as it was 'their fault' my 3GB wasn't working as it should. I wouldn't have minded if I had instigated a change but I didn't. Hope that makes sense! 

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I would definitely try a formal complaint @Moc4 as they should not have went against your instructions. The minimum I think they should do is put you on the next available plan closest to your 3Gig one but at the same price you were paying. 

[caesarome]

@Moc4 

Fill in this form to register a complaint:

https://www.sky.com/help/complaints

[Moc4]

Thankyou so much to those who gave me the link to complaints, another lengthy conversation and they have now agreed I had cause for complaint and will put me onto the 5GB for the price I was paying for  3GB which is no longer available. I'm a low data user but it was the principle of having to pay more due to their technical issues that grated. Fingers crossed they are true to their word and make the changes as agreed or I might be on here again!