cancelling sky broadband/tv/phone

terra_ferma

I phoned Sky today to cancel their tv and keep and upgrade their phone and broadband.

The first person a spoke to, in sales, told me she could do the upgrades but I would need to speak to someone else for the cancellation. She did it very quickly without saying anything, I found it very strange that she did not try to throw anything else in, in particular the £11 line rental that I currently have from BT, which Sky are pushing hard at the moment.

After the upgrades, I was transferred twice and the third person I spoke to, in the cancellations department, told me that I could not keep my phone and broadband because they are for TV customers only. As soon as he said that I knew I had been had, that when you upgrade you are tied in for 12 more months!

This guy tried to cancel but told me he could not be done (surprise surprise) because of the upgrade. In the end her wrote to a different dept, cc his manager and promised me that it would get done (considering how seriously he was taking this and the time spent dealing with something that would give him no commission, sounded like he was worried of come backs, maybe Sky take misselling seriously?).

I have already made a complaint with Sky for misselling to start the ball rolling if I have to take further action, and will follow up to check that the account has been cancelled.
It's incredible! The sales person upgraded my phone and broadband only to get the commission, knowing that I wanted to cancel my TV. How dishonest!

Has anyone had similar experiences?

penrhyn

Sky broadband and phone services have always been for Sky TV subscribers only.
Were you not already aware of this?
If an agent gave you the impression that you could cancel your TV yet keep broadband/phone then clearly you have a case, maybe you could ask for a recording of you conversation.
I suppose you could downgrade you TV to the bare minimum which is around £17/m IIR.

terra_ferma

Obviously I was not aware of it, I've always had the three together with them.
I don't want sky, I've already subscribed to Virgin because I need TV on demand.

I had not thought of requesting a recording. Good tip, I will if they make a fuss.