See the chat transcript below.......
Info: How can I help you today?
11:09, Jan 7
You: I wish to leave sky due to an uncontracted price increase, which was announced recently. I was not advised by sky of the price increase and when I called your customer service assistant incorrectly stated that I would obtain early termination fees, which is not correct.
11:10, Jan 7
Virtual Assistant: Hi Barry, I'm Sky’s Virtual Assistant – here to get you the help you need. 🤖
11:10, Jan 7
You: Please accept this as a formal comlaint
11:10, Jan 7
Virtual Assistant: You’ve logged in using your Sky iD to xxxx on 07/01/2026 at 11:10
11:10, Jan 7
Virtual Assistant: What's your full name?
11:10, Jan 7
Virtual Assistant: Are you the Sky account holder?
11:10, Jan 7
You: barry sxxxx
11:10, Jan 7
Virtual Assistant: In order to get you to the right person, are you looking to make a complaint or do you need help to fix a problem?
11:10, Jan 7
You: Complaint
11:10, Jan 7
Virtual Assistant: We take complaints seriously at Sky and will look to reach a resolution with you. I just want to check a couple of things. Do you currently have an open complaint with us?
11:10, Jan 7
Virtual Assistant: What is your complaint regarding?
11:11, Jan 7
Virtual Assistant: Here's Your Verification Summary: Account Holder: Yes Full name: Please accept this as a formal comlaint Contact details confirmed: Yes
11:11, Jan 7
Virtual Assistant: You’ve been transferred into the queue for a Mobile expert. It looks to be about a 5 mins wait. Feel free to go about your day and they’ll be in touch once they’ve worked on your query.
Info: Hi there! Thanks for choosing our messaging service, Aamir will be with you soon. If there is any additional information you think they will need please let us know and we'll pass it on.
11:12, Jan 7
Aamir: Good Morning! 😊 I’m Aamir from Customer Service. I’m here to help and make things easy for you today! Thanks for confirming:) I have read your query, in regards with the charges
11:13, Jan 7
Aamir: Can you please share me more information on this ?
11:14, Jan 7
You: see your own website please as shown below:
11:14, Jan 7
You: How we make these changes I also want reconfirm Sky’s approach to price rises and ensure our customers have transparency about how we manage these changes. In 2024, Ofcom introduced new rules preventing inflation-linked mid-contract price rises. Unlike many other providers, Sky has never applied automatic, inflation based increases. Instead, our prices are variable. This approach gives us greater flexibility to price competitively and helps us keep overall costs lower for customers. Importantly, it also means that if you are within a minimum term and we notify you of a price increase, you have the right to cancel your mobile tariff without paying early termination fees, as has always been the case at Sky.
11:15, Jan 7
You: please see: ou have the right to cancel your mobile tariff without paying early termination fees, as has always been the case at Sky.
11:15, Jan 7
You: Please confirm this is correct
11:15, Jan 7
You: or raise a complaint, thanks
11:16, Jan 7
Aamir: Thank you for sharing that information. I’ll do my best to get this resolved for you. Let me quickly check the details—please allow me a couple of minutes.
11:23, Jan 7
Aamir: I completely understand your concern and sincerely apologize for the inconvenience caused. I just wanted to confirm if you would like to cancel the data SIM plan on your account?
11:24, Jan 7
You: i wish to cancel as per my rights with no early termination fees, I will seek an alternat provider and take my current mobile number with me, please confirm that i can terminate with no penalties..
11:29, Jan 7
You: Yes or No please
11:29, Jan 7
Aamir: I completely understand your concern and sincerely apologize for the inconvenience. I do see that the SIM is currently under contract, and if it is cancelled within the contract period, early termination fees would apply. However, since the price increase was not communicated to you, we can offer a discount on your current data SIM plan to help reduce your cost. If you prefer, you can also speak with our Mobile Cancellation team for further assistance. Please let me know how you’d like to proceed?
11:30, Jan 7
You: Please raise a complaint and I will approach ofcom you are not correct in what you say and you are blocking my legal rights
11:31, Jan 7
You: I have the right to exit as per your own websie issued earlie rin this chat, I have recorded this transcript and will issue to Sky and ofcom
