Sky have increased my broadband & price

em_z

Hello
I received a letter yesterday from Sky informing me that my BB has been increased at my request to unlimited for £7.50 extra a month. As I didn't request this and don't want it, I phoned Sky to ask to be returned to my original plan.

The unhelpful customer services guy told me that I was upgraded because I had gone over the download limit a few times, and that I had been emailed to advise me of this. I have never received any emails from sky. The customer services guy refused to return me to my original plan. I feel this is unfair, as I genuinely didn't receive any notifications. Is there anything else I can do?

Thanks

HappyMJ

Not really...you can leave if you want. The 10GB free limit is very difficult to stay under. It includes both uploads and downloads. You should have been monitoring it more closely yourself.

espresso

The usage allowance for Sky's free broadband is only 2GB per month, and it very easy to use more than that! You should be monitoring your own usage - ignorance is not an excuse!

McKneff

Do you regularly look in your 'bin'

The notifications may be in there or you couold have just deleted them without thinking.
I often do if i get emails from them. I tend to find they are just marketing or selling so delete them without even opening them.

It is in the terms and conditions that you sign for that if you go over your monthly allowance twice, they will automatically upgrade you.

Your only choice is to either pay up or cancel the broadband and go elsewhere. You'll find it hard to find a comparable price though.

visidigi

em_z wrote: »

Hello
I received a letter yesterday from Sky informing me that my BB has been increased at my request to unlimited for £7.50 extra a month. As I didn't request this and don't want it, I phoned Sky to ask to be returned to my original plan.

The unhelpful customer services guy told me that I was upgraded because I had gone over the download limit a few times, and that I had been emailed to advise me of this. I have never received any emails from sky. The customer services guy refused to return me to my original plan. I feel this is unfair, as I genuinely didn't receive any notifications. Is there anything else I can do?

Thanks

If they do put you back then you run the risk of being cut off (and then you would be back here then complaining they have cut you off).

The issue is you are clearly out-using the service you had, so you have been moved to a service which is relevent to your needs.

I would be asking to leave if this didn't suit me - but I wouldn't expect to be returned to an old service.

macman

The ludicrous 'free' 2GB limit is just a cynical bait and switch tactic: I doubt that more than a tiny percentage of Sky users stay within that limit.

em_z

Thanks for the replies everyone, even if some were pretty harsh. Obviously if I knew I was going over the limit, then I would have expected to be upgraded! The issue was that I wasn't informed. I checked my spam etc but nothing from sky.

Think I'll look around for other deals, or I might try the cancelling thing, who knows, they might offer me an incentive to stay!

Gordon_Hose

You can downgrade again straight away provided you bring your usage back under the limit. Sky even provide a usage tool: http://help.sky.com/broadband/usage-limits/sky-broadband-usage-tool

jb66

the unlimited price is very competitive