Best time to speak to Sky UK contact centre regarding Retentions / Value Team

[EveryonehatesChri]

I'll try and keep this brief, for now at least. 

I'm out of contract and tried to negotiate a more favourable package deal with someone, who with all due respect didn't seem to get the concept of customer retention and whom I could barely understand. 

The conversation left me feeling very frustrated with Sky (perhaps for the first time). I would like to know if anyone knows when the best time to call a UK call centre is for the Value team. The bottom line is that I would like to stay with Sky and would perhaps be open to dropping Netflix Premium (Basic with ads not being an option available to me on signup) but disagree with the pricing structure on the Sky Sports package for Sky Q users vs Sky Stream.

Many thanks

Chris

[SKY1992bf]

@EveryonehatesChri  There isn't a best time, you will be put through to the first available agent regardless of time and their location 

[Daniel0210]

@EveryonehatesChri 
It’s apparent that significant discounts are harder to come by these days so if you’re offered something acceptable be prepared to agree to it there and then because if you decide to think about it the offer is unlikely to be available when you call back. Also remember you’re not a new customer so don’t expect anything close to a new customer deal.

If you decide to move providers remember that in 18 months time you'll be in the same position with that company at which point you'll be able to return to Sky and benefit from the new customer discounts available at that time.

[TimmyBGood]

---

@EveryonehatesChri wrote:

but disagree with the pricing structure on the Sky Sports package for Sky Q users vs Sky Stream.

---

Q is now a legacy platform from before the acquisition of Sky Group by the Comcast Corporation and has a few years left: realistically the best deals are now on the Comcast-era online- only products in anticipation of the end of satellite television broadcasting to the UK.

[robtodd]

I have gone through the same annoying process within the past week. Sky Q customer for many years. Sky Digital before that. Came to end of 18 month contract. In the past every time I renewed I was offered, after a little bit of haggling, deals that were the same as a new customer, occasionally even better. This time round the price shot up. Making contact by telephone was frustrating. The first advisor told me to ring back once my contract was up, despite me saying I wished to provide advance notice to downgrade my package. In the past that always led to a "lets see what offers we have" conversation. The advisor was curt to the point of rudeness, which unfortunately led to a similar reaction from me. I ended up emailing them. This led to a text back asking me to contact them through live chat. The option wasn't available on the day I tried this. I rang again. Requested a change. Which was not actioned. Eventually they rang me. The changes were actioned with no offers made. I quizzed the retentions advisor on what was available to long standing customers, pointing out past good experiences, and was fobbed off with new customers deals are different to those for existing customers. Now TV is a serious consideration. More flexibility and cheaper (yes it doesn't have every channel under the sun) plus there's no calling up advisors. Much easier to subscribe online, download the app and off you go. 

[Daniel0210]

@robtodd 

Better discounts are offered to new customers as an incentive for them to join.

If you choose to jump ship and go with another provider then in 18/24 months you'll be in the same position with that provider and if you want you'll be able to return to Sky as a new customer and gain the benefits at that time.