Leaving and Re-joining

[LauraLJ79]

Hi there

Having spoken with the cancellations team earlier today regarding a better deal now we're out of contract, the best they could do was reduce the bill by £9 (!!!) despite the exact same package being available to new customers for £83.50 (around half of what I'm paying now).

Two separate people assured me I could cancel my subscription and my husband could join as a new customer (same address) to take advantage of the better deal.

This is IMPOSSIBLE to do online - does anyone know how to action this without staying on the phone for a year and a day with a fairly unhelpful helpdesk?

Thanks in advance,

Laura

[Jones_The_Cat]

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@LauraLJ79 wrote:

Hi there

Having spoken with the cancellations team earlier today regarding a better deal now we're out of contract, the best they could do was reduce the bill by £9 (!!!) despite the exact same package being available to new customers for £83.50 (around half of what I'm paying now).

Two separate people assured me I could cancel my subscription and my husband could join as a new customer (same address) to take advantage of the better deal.

This is IMPOSSIBLE to do online - does anyone know how to action this without staying on the phone for a year and a day with a fairly unhelpful helpdesk?

Thanks in advance,

Laura

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You can cancel your services via the Messaging system at the bottom of this page:

https://www.sky.com/help/articles/cancel-sky-tv 

Click on the 'No I still need help' button to access the messaging link.

You may need to wait until the cancellation is confirmed before signing up to a new deal in your husband's name. You will probably have to go through the process of returning your current Q equipment and having a new box installed. It's never quite as easy as just switching over customer names.  

[Daniel0210]

@LauraLJ79 

I'm not convinced that will work. Sky will clock that the surname is the same as that of the cancelling account holder and not class your husband as a new customer. If that was possible everyone would try to do it. Incidentally a lot of people currently renewing will think a £9 reduction in the price is good in the current climate. 

[Jones_The_Cat]

@LauraLJ79 

If it doesn't work then it's always worth going ahead with the cancellation. This lets Sky know that you are serious about leaving unless you get a better deal. 

When you are in the 31 day notice period of cancellation they will often get in touch with you with much better offers to re-subscribe. A quick glance at AV Forums shows that in recent days customers have been offered Signature, Sports & Cinema in HD for £52pm by negotiating like this. 

[MightyQuinn]

Hi @LauraLJ79   I don't know if the rules have changed, but it used to be that a household must have left for at least 12 months before being treated as a new customer.

[Daniel0210]

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@MightyQuinn wrote:

Hi @LauraLJ79   I don't know if the rules have changed, but it used to be that a household must have left for at least 12 months before being treated as a new customer.

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@LauraLJ79 @MightyQuinn 

It's recently changed to 18 months. 

[LauraLJ79]

That's what I thought, but I checked with two separate employees over the phone who confirmed that it'd be possible. 

I'll give them a call later on and will provide an update on how it goes!

[LauraLJ79]

Good to know, thank you!

I have cancelled and am now in a 31 day period so I'll wait and see if they can improve their initial price reduction. It just seems crackers that a new customer will get the exact package for around half the price compared to someone who's been a customer for over 10 years.

[Daniel0210]

@LauraLJ79 

You would have benefited from a similar deal 10 years ago. Comcast seem to want to attract new customers whilst sometimes losing current ones. If you're moving elsewhere, when that discounted deal ends you'll probably find yourself in the same boat. 

[Jones_The_Cat]

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@LauraLJ79 wrote:

Good to know, thank you!

I have cancelled and am now in a 31 day period so I'll wait and see if they can improve their initial price reduction. It just seems crackers that a new customer will get the exact package for around half the price compared to someone who's been a customer for over 10 years.

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Good luck! 

I don't know if it still works or not but when I cancelled Q a few years ago I was able to negotiate a new discounted deal via this chat link which I think puts you in touch with the retentions team who have access to better deals than the standard customer services agents:

https://www.sky.com/help/articles/comeback?DCMP=dmc-sky.com-ec-Winback-dm1 

[Soroush]

did you get a better deal?

[Jess2609]

I was advised by a sky engineer, as my package is due to end in 40 days, that if you are to leave and re join after 3 months you'll be considered a new customer. 

[SKY1992bf]

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@Jess2609 wrote:

I was advised by a sky engineer, as my package is due to end in 40 days, that if you are to leave and re join after 3 months you'll be considered a new customer. 

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@Jess2609 The engineer was 100% lying I'm afraid 

[Daniel0210]

You were misinformed @Jess2609 It is 18 months. 

[TimmyBGood]

@Jess2609 

You might well be be contacted with offers to rejoin after leaving, but that's not the same as being eligible for new customer rates.