Sky broadband refund

dlr_1969

Hi I'm looking for some advice with regards to a problem with sky. I have a television package with them and was thinking of upgrading so I registered with the website and was able to view my account for the first time (I have never had a bill from them and pay by direct debit).

I realised when viewing my account that I am being billed for a broadband service that I cancelled 3 years ago, shortly after it started due to being unable to connect. I spoke to customer service but they were of little help to me only saying that there are details on the account showing that I applied for a MAC code in May 2007.

I emailed the complaints dept requesting a refund for the broadband service that I haven't had for 3 years, but had been paying for.

I recieved an email back this morning saying that there was nothing they could do as the MAC code was never used by my new provider. I gave the code to virgin. Sky say and as a gesture of goodwill they will refund the last 2 months only. As you can imagine I am not happy with this, can anyone advise me on where to go next.
Thanks

kwikbreaks

Sounds like you never cancelled the contract and they continued to charge. Unfortunately this sounds to me like you have no case for a refund.

Pointless telling you but for the benefit of anyone else chancing on this thread in the future you should always ensure that the old contract is terminated when changing ISP regardless of whether or not a MAC was used. Requesting a MAC does not terminate the contract.

macman

Did you not look at your bank statements at all for 3 years then?
If you transferred to VM cable service, this would not require a MAC, as it's a completely separate network and no migration is required-you can have both services simultaneously if you want to. If the MAC is not used by the new supplier, then it lapses after 30 days, and the service continues.
As kwikbreaks says, obtaining a MAC is merely an option to cancel, it does not in itself cancel your contract.

dlr_1969

Hi and thank you for the replies.
When I wrote to request a mac code I asked to cancel the service, i'm pretty sure I have a copy of the letter. I did look at my bank statements during the 3 years but because I have sky tv (all channels & multi room) I didn't realise that I was paying too much.

kwikbreaks

If you did cancel in writing and can prove it then that is a different matter. The problem lies in actually proving anything if they do dig their heels in - reprinting a letter may not be good enough.

Did you retain the same phone line? If so there is a good chance they continued to provide the service over it.

Possibly threatening to switch to the VM TV instead of theirs if they don't settle this to your satisfaction is the best way forward.

macman

Then if you think that letter confirms cancellation, send a copy of it to Sky.

dollydiva

Of course, even if you have the letter, it does not prove that Sky received it or indeed that you sent it - unless you have proof of posting?

Its a hard lesson to learn, but there you go...its your responsibility to check your statements.

I work for Sky; once had a girl ring me up = she'd been using the previous tenants broadband for over 5 years and he'd still been paying for it thru non-cancellation. Nowt I can do about that though...I have no details of the poor sod who was paying it!

C'est la vie!:p

spike7451

dollydiva wrote: »

Of course, even if you have the letter, it does not prove that Sky received it or indeed that you sent it - unless you have proof of posting?

Its a hard lesson to learn, but there you go...its your responsibility to check your statements.

I work for Sky; once had a girl ring me up = she'd been using the previous tenants broadband for over 5 years and he'd still been paying for it thru non-cancellation. Nowt I can do about that though...I have no details of the poor sod who was paying it!

C'est la vie!:p

I also used to work for Sky & agree with dollydiva,I used to get people ring me up saying I'm on the 'max pack' for the bband but I'm only getting 2Mb..I want to downgrade & get a refund.Aint happening,you paid for a service you were recieving on an dsl connection & went to a cable connection which,as Mac pointed out,did not require a MAC code.

It's your responsibility to check your bank account & cancel any direct debits when you end them,not Sky's.
I'm finding it hard to believe that you did not notice Sky were taking payments for a service you stopped THREE years ago.I,as do many others,check my bank 2 or 3 times a week.I know how much I pay for things as do many others.Failing to spot that you have been paying over what you should be paying for three years is,imho,financial irrisponsibility unless you were on the free package in which case you wouldn't be owed anything.(you never mentioned what BBand pack you were on btw)
Be grateful Sky have offered the last two months as a refund & learn from it.