Sky Phone Screwing Customers on 0844 and 0845 Calls

michty6

I just joined Sky and we got a large first bill considering we were on the 'anytime' and 'unlimited' package.

Upon examining further, it turns out that Sky will charge you for 0844 or 0845 calls under their terms and conditions REGARDLESS of whether or not it is a premium line. This, as far as I'm aware, is out of line with every other phone company who only charge for 0844 or 0845 calls where they are to premium lines (i.e. local rate 0844/0845 calls would be included in your package if your package includes free local calls).

Are there any other steps I can take regarding this, other than lodging a formal complaint with Sky?

It seems to me that, contractually speaking, Sky is operating outwith the industry standard and practice. Would this be grounds to cancel the Sky Phone package and argue that this was a material contract term that they failed to adequately make us aware of when we signed up?

Heinz

Only calls to 0845 numbers are usually included in calls packages (although I believe Sky do not do so).

The only difference with the various 0844 numbers is that they are charged at different rates depending on their 5th, 6th and even 7th digits.

N.B. There haven't been 'local calls' for at least 5 years.

Faith177

I always thought that no-one included 0845 or 0844 numbers in their unlimited packages.

michty6

Heinz wrote: »

Only calls to 0845 numbers are usually included in calls packages (although I believe Sky do not do so).

The only difference with the various 0844 numbers is that they are charged at different rates depending on their 5th, 6th and even 7th digits.

N.B. There haven't been 'local calls' for at least 5 years.

Faith177 wrote: »

I always thought that no-one included 0845 or 0844 numbers in their unlimited packages.

We were on Talktalk before Sky and BT prior to that. I know absolutely that local 0845 calls are included in both BT and Talktalk packages (as long as they are the 'local' rate 0845 not the premium rate). To be honest I don't really know about 0844 since it's not a number that we use - I'll take your word for it though.

We had problems with BT billing but no real problems with Talktalk so I will just switch back to them. I just started this thread to explore the idea of getting out of the Sky contract because they failed to properly indicate a material area where they are not operating within the industry standard.

In addition to this, there is a 30 day cancellation period - but since Sky took over 10 days to set-up our phone from the initial activation date we had no call charges in our first bill (which we had to get credited due to Sky's slopiness) so this is the first bill we have been presented where we can see actual call charges and realised this problem.

EDIT: To clarify - from the actual activation date when our line was up and working it has been around 40 days - but this is the first bill we have received since this date.

This is a pretty shocking policy not to include these numbers since many banks, for example, use 0845 numbers with local charge rates for their telephone banking. You can find the 'non 0845' version of these numbers pretty easily if you are internet savvy - unfortunately my Mum who uses the Sky account is not - but it shouldn't be that you have to do such things in order to enjoy the benefits of the call package you are paying for.

Ypaymore

0845 calls are included in numerous landline phone providers call bundles.EG BT,Talk Talk,Post Office Homephone,Plusnet, etc etc.

But Sky Talk have never included them.

0844 calls have never been included by any landline supplier . Apart from Virgin Media who i believe had/have a seperate 08 bundle you can/could purchase that included them..

The Sky site is clear about what is included in the Anytime Bundle.
http://www.sky.com/shop/broadband-talk/talk-anytime/

PS. Their is only one type of 0845 call.Its neither local rate/or premium.

jhp

If you have the appropriate inclusive 01/02/03 minutes Sky Talk users can cut their 0845 call bills by seeking an alternative here www.saynoto0870.com.

Or use this service if they have number listed.http://www.weq4u.co.uk/

Or by cutting cost of calls by using http://www.18185.co.uk/mobilerates.php

michty6

jhp wrote: »

If you have the appropriate inclusive 01/02/03 minutes Sky Talk users can cut their 0845 call bills by seeking an alternative here www.saynoto0870.com.

Or use this service if they have number listed.http://www.weq4u.co.uk/

Or by cutting cost of calls by using http://www.18185.co.uk/mobilerates.php

Yeh this is what I meant when I said:

michty6 wrote: »

You can find the 'non 0845' version of these numbers pretty easily if you are internet savvy - unfortunately my Mum who uses the Sky account is not - but it shouldn't be that you have to do such things in order to enjoy the benefits of the call package you are paying for.

I am going to cancel the Sky account and argue that it is not fit for the purpose for which we got it (which was to obtain free local calls) and that I am cancelling it at the earliest point at which I discovered this - therefore I do not expect any termination charges. Sound reasonable?

jhp

michty6 wrote: »

Yeh this is what I meant when I said:



I am going to cancel the Sky account and argue that it is not fit for the purpose for which we got it (which was to obtain free local calls) and that I am cancelling it at the earliest point at which I discovered this - therefore I do not expect any termination charges. Sound reasonable?

No such thing as local calls. Local and National calls were abolished years ago. Sky have apparently done exactly what it says on the tin given you inclusive calls to 01/02/03, 0870 numbers wherever they are situated and charged you for 0845 which they tell you they charge for. I wish you luck in attempting to get away free of any early termination charge .:D

michty6

Well I guess the definition of 'local' changed to 'UK landline' right?

As far as I see it we bought a package strongly marketed as 'anytime' and 'unlimited' calls. Including 'unlimited calls to UK landlines'.

The part about the charge to 0845 is not included in any of their main marketing, nor does it appear on the main list of material conditions to the contract. So I would argue that this is a material enough part of the contract (especially given it is industry standard to include these as 'landline' calls - so they are basically choosing not to highlight a material difference from the industry standard in their contracts) that it have been more prevalently noted on their page/contract and is material enough that it shouldn't be hidden in the terms and conditions (like all material contract terms have to be).

We bought the landline for my mother who is disabled so she does all her banking by telephone banking (to an 0845 number). In this sense, by Sky not disclosing this material difference between them and the industry standard, the contract we have with Sky Talk is not fit for the purpose to which we agreed to it.

That would be my argument anyway

Ypaymore

michty6 wrote: »

The part about the charge to 0845 is not included in any of their main marketing,

But it is see here:http://www.sky.com/shop/broadband-talk/talk-anytime/

"0845 6.63p per minute at all times"

Also here: Sky Talk Freetime, Weekends and Anytime (previously known as Unlimited) Tariff Guide from 01.12.2012 (Adobe PDF)

"Call Rates to 0800, 0845 and 0870

Internet Access Number





Calls to 0845 numbers are known as Number Translation Services (NTS), meaning that the cost of the call

is not dependent on the location of the caller or the destination of the number dialled.

Calls to 0870 09, 0870 185, 0870 187 and 0870 188 are used to connect to the internet for dial-up Internet

Service Providers (ISPs).

These are charged at the g2 rate, please see the Call Rates to Internet Services Table on Page 12.



Charge-bands Daytime Evening







Local NTS (0845 numbers) 6.63 6.63

Freephone (0800 numbers) 0.00 0.00



A 13.



87p connection fee applies to all chargeable calls. All call rates are in pence per minute.

Calls to Virgin Number 0870 730 12 15 are free of charge. Calls to selected 0870 Sky Numbers are free of charge."

Virgin Media UK,s No 2 supplier does not include them either talking of industry standard.

michty6

Virgin does include it in one of their anytime packages (the Unlimited Anytime Extra) and they make it very clear on their page what is and what isn't included.

Sky includes it in no package - even their 'unlimited anytime' - and doesn't even have any sort of add-on or anything regarding this.

Sure it is mentioned on the sign-up page but the highlighted parts of their package are clearly the 'anytime' minutes and 'unlimited' minutes and especially 'unlimited minutes to UK landlines'. I am arguing that they should specifically state that 0845 numbers are not included in their 'unlimited minutes to UK landlines' in the main sign up part of the page and this should be highlighted somewhere during the sign up process, especially given it isn't the 'standard' approach...