08 Feb 2024 02:34 AM
Can I cancel sky cinema? I've accidentally subscribed and it says I'm in an 18 month contract can I cancel and not be charged?
08 Feb 2024 02:58 AM
Posted by a Superuser, not a Sky employee. Find out more@Sophi20 If it's within the 30 day cool off then yes.
10 Feb 2024 03:05 PM
I have just phoned Sky about my package as it is going up to see if any offers available and entered into a discussion about contracts. The advisor said that with Sky Stream you are never in a contract for anything. I took up the SKy Cinema £9 offer in November and as far as I am concerned I am now locked into an 18 month contract with Sky Entertainment and Cinema until May 2025. But this advisor said no I could cancel anything anytime with no penalty. I would lose the offer but he was insistant that I am not locked into a contract with Sky Cinema or even Sky Entertainment.
Is this true? It doesnt add up as I pay £26 per month and not £29 which I thought was an 18 month contract.
10 Feb 2024 03:38 PM
Posted by a Superuser, not a Sky employee. Find out more
@JEFF1102 wrote:I have just phoned Sky about my package as it is going up to see if any offers available and entered into a discussion about contracts. The advisor said that with Sky Stream you are never in a contract for anything. I took up the SKy Cinema £9 offer in November and as far as I am concerned I am now locked into an 18 month contract with Sky Entertainment and Cinema until May 2025. But this advisor said no I could cancel anything anytime with no penalty. I would lose the offer but he was insistant that I am not locked into a contract with Sky Cinema or even Sky Entertainment.
Is this true? It doesnt add up as I pay £26 per month and not £29 which I thought was an 18 month contract.
@JEFF1102 Basically it varies but to be receiving any type of discount on a package you would have been signed up to a 18 month minimum term contract.
i know that some add-ons you can remove giving 31 days notice period. It might be best to check the T&Cs contained in the contract document that would have been generated for you when you took out the contract. You should find all the documents is available within the My Messages part of your My Sky account.
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10 Feb 2024 03:50 PM
@MarkGoldsmith wrote:
@JEFF1102 wrote:I have just phoned Sky about my package as it is going up to see if any offers available and entered into a discussion about contracts. The advisor said that with Sky Stream you are never in a contract for anything. I took up the SKy Cinema £9 offer in November and as far as I am concerned I am now locked into an 18 month contract with Sky Entertainment and Cinema until May 2025. But this advisor said no I could cancel anything anytime with no penalty. I would lose the offer but he was insistant that I am not locked into a contract with Sky Cinema or even Sky Entertainment.
Is this true? It doesnt add up as I pay £26 per month and not £29 which I thought was an 18 month contract.
@JEFF1102 Basically it varies but to be receiving any type of discount on a package you would have been signed up to a 18 month minimum term contract.
i know that some add-ons you can remove giving 31 days notice period. It might be best to check the T&Cs contained in the contract document that would have been generated for you when you took out the contract. You should find all the documents is available within the My Messages part of your My Sky account.
Not strictly true. You can get discounted deals on the 31 day rolling contract too. Not quite as much as on 18 month terms but there are varying deals depending on where you buy Stream from.
10 Feb 2024 07:29 PM
Sky are currently not holding any customers on Sky stream to a contract. Even if a customer signs an 18 month contract, they are currently allowed to leave, must provide 31 days notice and send back any pucks that are Sky owned. I have had this confirmed several times with Sky customer service and the executive team. If anyone disputes it, phone Sky and ask them. You can leave a 18 month contract penalty free, without any hassle. Sky of course have the right to hold customers to the contract at any point in the future and any customer signing a new 18 month contract must be aware of this.
11 Feb 2024 11:01 AM
@Jason+Golding Where do I stand then as I took up Sky Cinema £8 per month offer in November and entered into a new 18 month contract. Obviously I understood I was doing this but thought it tied me into Sky Stream and Sky Cinema for a full 18 months. So I am now wondering if I would be able to cancel Sky Cinema if I want to without penalty. I know I would lose the offer but am confused adter this Sky Advisor yesterday who said with Sky Stream you are free to leave anytime for anything. He said ALL Sky Stream contarcts are offers and not contracts.
11 Feb 2024 12:01 PM
Posted by a Superuser, not a Sky employee. Find out more
@JEFF1102 wrote:@Jason+Golding Where do I stand then as I took up Sky Cinema £8 per month offer in November and entered into a new 18 month contract. Obviously I understood I was doing this but thought it tied me into Sky Stream and Sky Cinema for a full 18 months. So I am now wondering if I would be able to cancel Sky Cinema if I want to without penalty. I know I would lose the offer but am confused adter this Sky Advisor yesterday who said with Sky Stream you are free to leave anytime for anything. He said ALL Sky Stream contarcts are offers and not contracts.
The offshore customer services advisors have be known to tell people the wrong things unfortunately.
To be honest i don't see why Sky wouldn't allow you to remove Sky Cinema on 31 days notice. Its possible the Sky Cinema deal you signed up to (if it was a package) may have come with discounts on other packages so you may lose some of those discounts if it did.
All you can done is phone Sky and tell them you want to remove Sky Cinema from your subscription. The advisor should then be able to tell you the consequence of that (likely should just be its a 31 day cancellation for that add-on).
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11 Feb 2024 12:35 PM
@MarkGoldsmith This has nothing to do with off shore customer service advisors. This has to do with fact. Phone sky now and ask them, as it stands (this may change) no customers are being held to any contract. I am not sure of why/logic but this is the case 100 percent.
11 Feb 2024 12:38 PM
@JEFF1102 @The sky advisor is telling you what I have just said. You can leave any element or the whole of sky stream in contract without penalty. You can phone up sky now, cancel sky cinema without penalty or charge. This is subject to change and as I have said, anyone taking out a contract on any sort should expect to be held to it - that's only reasonable but Sky have decided at this time not to do so
11 Feb 2024 12:48 PM
Posted by a Superuser, not a Sky employee. Find out more
@Jason+Golding wrote:@MarkGoldsmith This has nothing to do with off shore customer service advisors. This has to do with fact. Phone sky now and ask them, as it stands (this may change) no customers are being held to any contract. I am not sure of why/logic but this is the case 100 percent.
Its the phrasing of what the OP claimed they were told which is incorrect.
Technically everything would be behind a contract and its Skys discretion as to whether they allow all or parts of the contract to be exited within the 31 day notice period. So the CS agent saying there is no contract is indeed factually incorrect. Sky may indeed not hold you to the contract, it being their discretion, but there certainly is a contract. Obviously Sky's stance of whether they allow people out of the contract at any time, with it being discretionary, can change.
Its the fact that this needs to be crystal clear to customers. As we have both mentioned because its discretionary, it could change as any time, so any customers seeing a post in the Sky Community forum from February 2024, shouldn't just naturally expect to be able to leave their contract penalty free in they are reading this post in a couple of months time perhaps, as the stance could have easiler changed. Also if the stance did change and the OP wanted to cancel in a couple of months time for example then they would have certainly been told the wrong information by the CS agent.
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11 Feb 2024 01:50 PM
Posted by a Superuser, not a Sky employee. Find out moreThe simplest way to see your contract period is by going to MySky and then selecting "Your products" it will say what the contract period is for each individual item you are subscriber to. If it says your an item is on a monthly rolling contract then you have no problem in cancelling with 31 days notice. If on the other hand it say you are on an 18 month contract then it is up to Sky's discretion and your negotiating skills.
11 Feb 2024 03:36 PM
@Fothergill1 There is nothing to negotiate - sky are 'currently' not holding customers who in contract to the contract - you can leave all or part penalty free. Phone sky and ask them
11 Feb 2024 04:03 PM
I think its all down to getting a decent friendly helpful advisor. Most are great but I have had a couple of stroppy ones lately. One didnt like me cancelling UHD or Ad Skipping and taking up free offers. He said it doesnt work like that. You should take up one free offer and then pay £6 per month or not subscribe at all. Can I help it if everytime I cancel UHD I get another free offer? Do they expect me to phone Sky and say I dont want the free offer. Can you charge me £6 per month instead!
I phoned yesterday to look at my package to see if any offers as I was coming to the end of a 9 month half price offer on Sky Entertainment and noticed my bill is almost doubling soon. Also had offer on Whole Home. He said I am out of offers and these were offers to get people to keep and test Sky Stream a year ago. Ok fair enough but it was then that he started this debate that I am not contracted to anything. When I asked him about Sky Cinema he said I have already told you. This is Sky Stream. Its designed so you are in control. Do what you like.
So I asked why is there two prices for Sky Ultimate TV and the more expensive one is to get a rolling contract and the cheaper one is 18 month contract? He said if you tell us you dont mind an 18 month contract then its down to you. But again you are not tied to anything.
No wonder I was confused1! I may phone again and try retentions just to see what they say. Would they come up with an offer to get me to stay as I am out of offfers?
11 Feb 2024 04:23 PM
Posted by a Superuser, not a Sky employee. Find out more@JEFF1102 It's a ludicrous situation when Sky's own advisers can't give the correct advice.
BTW - When you cancelled the UHD/Atmos and Add Skipping add-ons did you get a new offer before the 31 day notice period expired? Also, did you get a new offers for both add-ons?