Returning customer pricing

[Sanjayfox]

Hi 

Interested in other people's experience 

We cancelled Sky stream around 6 months ago but still have the puck as they would not close our account, there is a monthly £0 DD still showing.

Now that we are in a position to look at a subscription again we can't do this online as it thinks we still have Sky Stream and can only add packages .

Therefore we opened a chat with one of the Sky agents and was offered £48 pm for Ultimate plus sports, we shared we only want Essential plus sports and mentioned we have seen a £35 offer somewhere but was told we can't have Essential BUT we can downgrade to Essential in the first 31 days in response to the £35 pricing and package. 

When we pushed the agent to confirm  the downgrade offer in writing and the pricing will revert to £35 they backed out of this and claimed they never offered this price and could not tell us what the price will be. Never heard of Sky allowing downgrades in contract but maybe this is something new. 

They did give us a number to call so we will try again over the phone next week, if anyone has exercised the downgrade in the first 31 days it would be really appreciated if they can share there experience. 

Thanks 

[AndrewF_UK]

@SanjayfoxI think you did the right thing to ask for that in writing. I'm not sure about the whole downgrading thing but I do know that a new contract would have a 31 day cooling off period, and perhaps within that period Sky can more easily downgrade. If that's the case it sounds like the agent was trying to wrangle their systems more than anything. 

Personally, if they can't put it in writing I wouldn't fully trust it. It might be worth you contacting again and seeing if another agent gives the same or different advice. 

[Dallybally]

If they say it verbally it is recorded, if they don't give it you then you can phone back and say what you were told and ask them to listen to the recording. I just swapped to stream and was told twice no price increase this year, 24 hours later they put the price up. I called, they had to raise a case and it took a week for them to call me back, but they've now lowered the price slightly from what I started at and no increase. 

[best+of+the+best]

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@AndrewF_UK wrote:

@SanjayfoxI think you did the right thing to ask for that in writing. I'm not sure about the whole downgrading thing but I do know that a new contract would have a 31 day cooling off period, and perhaps within that period Sky can more easily downgrade. If that's the case it sounds like the agent was trying to wrangle their systems more than anything. 

Personally, if they can't put it in writing I wouldn't fully trust it. It might be worth you contacting again and seeing if another agent gives the same or different advice. 

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As a returning customer the OP is not classed as a new customer so the price options often stated are for New Customers and Existing Customers.

[Sanjayfox]

Thanks for the feedback, my gut was telling me it doesn't feel right and usually I follow my gut.

I wasn't expecting the new customer price tbh but equally I don't want a package I don't see value in and is adding to the price. 

Will call them tomorrow, might be simpler to get our aerial fixed and look at Now Sports although we want the option to record and watch later for the F1 and football. 

[Dallybally]

If you're thinking of leaving tell them that. A decent number of people get offered really good prices to stay, presuming you are out of contract. 

[best+of+the+best]

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@Sanjayfox wrote:

Thanks for the feedback, my gut was telling me it doesn't feel right and usually I follow my gut.

I wasn't expecting the new customer price tbh but equally I don't want a package I don't see value in and is adding to the price. 

Will call them tomorrow, might be simpler to get our aerial fixed and look at Now Sports although we want the option to record and watch later for the F1 and football. 

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Fair comment @Sanjayfox 

[best+of+the+best]

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@Dallybally wrote:

If you're thinking of leaving tell them that. A decent number of people get offered really good prices to stay, presuming you are out of contract. 

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Fair comment @Dallybally normally when you cancel Sky TV your equipment has to be returned maybe cause the OP still has the Sky Stream might be the issue but no fault on the OP's part if Sky hasn't requested it to be returned.

[Sanjayfox]

We left 6 months ago but they refused to cancel our account, via the website, it still thinks we have Sky Stream and a £0 DD so we can't take out a new package on line. They did though recognise us during the chat as a returning customer. 

I checked the puck to see if the channels are live but no such luck.

Tried calling today but ran out of time on hold.

It shouldn't be this difficult, perhaps we need to demand they fully cancel our account and then wait for them to contact us with an offer. If there is anyone from sky on here some help with this would be appreciated.

Thanks