Sports Upgrade not showing

[arattyman]

Received a letter saying my Sky Sports product was being retired and as from August 2026, I waas being upgraded to Sky Sports Complete at no additional charge. Apart from Sky Sports News, all other channels are showing that I need to subscribe. Have checked account online and it is not showing. Tried using the Help Chatbot (and there's an oxymoron if ever there was one) which cannot understand the problem.

[MightyQuinn]

Hi @arattyman   "From August" still has 19 days. If it is not there by 1st September I would chase Sky.

[arattyman]

Thanks, I had wondered. Have now managed to contact a person at Sky, who claim to have no knowledge of this letter being sent and telling me that the upgrade isn't taking place. I am making an official complaint.

[Daniel0210]

@arattyman 

There has been no announcement that this has been cancelled or delayed. 

Sky are doing away with single channel Sky Sports packages (apart from F1), so will be migrating customers to Sky Sports Complete over the next week or so at no extra charge.

Those wishing to cancel it must contact Sky giving the usual 31 days notice. 

[arattyman]

That is not what they said when we spoke to them. The 'customer service rep' claimed to have no knowledge of the letter being sent. When the details were spelt out to them, they said we had 'misunderstood ' and that the letter was only an invitation to upgrade. Told us if we were unhappy we should complain. Pretty poor really.

[Daniel0210]

@arattyman 

I have asked in a closed forum whether there is any delay to this. 

[DaveDrizen]

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@arattyman wrote:

That is not what they said when we spoke to them. The 'customer service rep' claimed to have no knowledge of the letter being sent. When the details were spelt out to them, they said we had 'misunderstood ' and that the letter was only an invitation to upgrade. Told us if we were unhappy we should complain. Pretty poor really.

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If the letter said that single channel Sky sports subscription was being retired and you can upgrade  to the the full Sky sports package at the same price. But now if you are being  told  you have get in touch with sky to upgrade and Sky appear to back tracking on the price. Unless you  get in touch with Sky to upgrade you will have no sky sports subscription at all, because beleave from what it says in your letter and what other subscribers have mentioned on this forum having also received the same information either by letter or email that single channel subscription will definitely stop this month.

I note from your post you are only now only  getting Sky ports news and all other channels say you have to subscribe, and can you confirm that also includes the one channel that you had the one channel subscription for?

[arattyman]

The letter states that the current product is being with drawn. "As part of this change we will automatically upgrade you to Sky Sports Complete, where you will get all of Sky Sports - all at no extra cost. There's nothing you need to do - we'll take care of everything for you"

Pretty clear, upart from the start date. Sky Sports Football (which was what we subscribed to) is still working along with Sky Sports News. We contacted to find out when the upgrade was starting (as Premier league starts next weekend). The agent we 'spoke' to had no record that the letter had been sent and said if we wanted anything beyond SS News we would need to upgrade and pay.

[xenon81]

Unfortunately there are many recent examples on this forum of Sky Customer Service being unaware of things and making up nonsense just to end the call. You'll get your upgrade by the end of the month. 

[Daniel0210]

@arattyman 

I have just received a reply from staff within the Community. The migration to Sky Sports Complete has not been cancelled. 

Perhaps it's taking longer than expected. You just need to be patient. 

[Jimjams1]

I've just been dealing with this on behalf of my grandparents. They have seemingly been tricked into a brand new sky contract for 2 years when they were just calling to confirm about this so called 'no extra cost' upgrade.  

It's September now. Have you been able to access these other channels?

[xenon81]

The free upgrade was rolled out last week. No new contract was required. The best thing to do was just wait until the end of August and let it happen; sadly those who unnecessarily contacted Sky were often given misinformation about requiring a new contract or paying more to get the upgrade.

[Jimjams1]

Thanks mate. I've managed to speak to sky to cancel this new contract they were tricked into.

But they were claiming this email was never sent and doesn't exist. Thankfully they had printed it out but it doesn't even appear in their inbox now. Looks like the email was recalled or something. 

They were then trying to say in the phone that by cancelling and trying to revert back to the old contract they would no longer have access to sport as they 'don't offer' single sport golf packages any more.  Seem like it really was just to trick people into signing new contracts. And paying more 

[DaveDrizen]

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@Jimjams1 wrote:

Thanks mate. I've managed to speak to sky to cancel this new contract they were tricked into.

But they were claiming this email was never sent and doesn't exist. Thankfully they had printed it out but it doesn't even appear in their inbox now. Looks like the email was recalled or something. 

They were then trying to say in the phone that by cancelling and trying to revert back to the old contract they would no longer have access to sport as they 'don't offer' single sport golf packages any more.  Seem like it really was just to trick people into signing new contracts. And paying more 

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How long ago did the new 2year contract start.? As there is a cooling off period that if you change your mind you can revert back to old package.

If you are still in this cooling off period which I believe is a month, they are saying they've longer do single channel subscriptions which they have not done actually for quite considerable time now, under your circumstances they should be able to revert you back to you old contract and though they can not give you the single channel back,  as mentioned in a earlier post above customers on these single channel contracts are in process of being given Sky sports complete at no extra charge on there presen contract.

So all the Sky agent should be able to do is give you old package Bach with Sky sports complete at the price you were paying for the signal channel. I  am sure if they can not physically do it like that, all they need to do is use a bit of common sense and put Sky sports complete on you package as normal and just set the discount so you are in effect paying the same price as you were. If the agent is unwilling to do that ask to be put though to the loyalty team as they can do that, as I found out when I was given a new contract I had not asked and I spoke to the loyalty team team member, who advised me though the new contract  would stand on paper, he put notes on my account file which stated in effect my minimum term would end on the date of my old contract and gave me reference number to quote if I wanted to cancel at that time without paying a termination fee.

[arattyman · Accepted solution]

The transfer to Sky Sports Complete happened for us on 24th August. It would perhaps have been better f they had worded the letter to say 'by the end of August' rather than 'in August', but all sorted now.