Cancelling Sky -only by phone??

pen1

The problem with cancelling the direct debit, is that if you remain a Sky customer, it leads to suspension/restriction of services, which is particularly difficult if you have telephone and broadband services tied to Sky as well as tv.

So, I would advise to consider the consequences carefully and try to use a method of complaint where you can continue to utilise/enjoy the services you want from Sky.

Preferable options, in my view, include following the Sky Customer Complaints Code of Practice and complaining to Ombudsman Services , using their online complaints form if Sky "have not resolved your complaint to your satisfaction after 8 weeks from when you first made your complaint to Sky" or if you have received a deadlock letter.

If you have a bad experience with Sky, you could also "Tell Ofcom" .
They cannot deal with individual complaints, but completing the online form can help them monitor consumer experiences.

I can understand how somebody might come to the point where exercising their right to cancel the direct debit is a justified reaction; but utilising the ombudsman service in preference if necessary, may avoid unwanted consequences on other services that you need/wish to remain fully operational.

If a dispute relates to the outright cancellation of all Sky services, on the other hand, then a customer is in a different situation when deciding whether to cancel a direct debit.

TadleyBaggie

I tried cancelleing ny TV services via e-mail, they tried to call me a couple of times (I didn't recognise the number so it wasn't answered). They then sent me an e-mail acknowledging my request but refused to action it unless I spoke to them. So I called them (a free call since I'm on Sky Talk Anytime) and went though the "don't leave us" spiel. The best offer I got was half price fibre (i.e. £10 discount) for 3 months. Next stop Freesat.

pen1

Hi TadleyBaggie,

Did you use your password to send the email requesting cancellation via sky.com?

Did they give any information in the email they sent acknowledging your request, which explained why they wouldn't process it unless you spoke to them?

pen1

I made a detailed complaint to Sky regarding their handling of downgrades and cancellations- including that staff were asserting a right to telephone contact in contradiction of their terms & conditions and legally-protected methods of cancellation.

Sky consulted their legal team and responded:

... As regards Sky’s cancellations policies , our approach does not conflict with our terms & conditions
[*] or legally protected rights of cancellation and are not designed to impinge on our customers’ rights to cancel. .... .

Executive Support Team, Customer Complaints, BSkyB Customer Operations

[*]

YOUR RIGHTS TO CANCEL [TV]
.....
1. Call us on 08442 414 414; or
2. Write to us at: Sky Subscribers Services Limited, PO Box 43, Livingston, West Lothian EH54 7DD.
3. Fax us on: 01506 484343
4. Send us an email by visiting the "Contact Us" section at sky.com
........

Subsequent Advice to Customers

Here’s a sample of responses that have subsequently been given to customers on Twitter:

Customer: @skyhd not interested in keeping me as a customer, still want me to ring premium rate [sic] service to cancel though
Sky: ..... There is no other way to cancel.

Customer: .... do I have to call or write an email or letter or how does it work?
Sky: To cancel you will need to call in

Customer: Hi. I’m cancelling my account. Could you advise how—I received no response to email form submitted some weeks back.
Sky: ... You would need to contact us directly on 08442 410 266 or 150 from a Sky line to provide your 31 day cancellation notice.

Customer: [This message is private]
Sky : ... if you wish to downgrade your current Sky package then you can only do this by calling in on 08442 410 266 or 150 from a Sky line and providing a 31 day cancellation notice.

• 4 options (“RIGHTS TO CANCEL”) per the terms & conditions.
• No design, according to Sky, to impinge on those “RIGHTS TO CANCEL”.
• Customers continuing to be told that they must telephone.

Netwizard

Why bother ringing the premium rate number? just ring 020 7126 7020 instead

TitusRSoles_2

A good way of getting a reduction with Sky's prices is to cancel for a short period and then phone them up and say you are considering rejoining. I got a 20% reduction through this. This arose because I was abroad for 2 winter months, so I wrote to Sky cancelling, giving them the required 30 days notice, which saved me 2 months rental (about £140), and then contacted them again on my return home, when I was offered the discount.

Incidentally the 0800 given above in a blog 2 years ago is, surprise- surprise, no longer available!

tomtontom

TitusRSoles wrote: »

A good way of getting a reduction with Sky's prices is to cancel for a short period and then phone them up and say you are considering rejoining. I got a 20% reduction through this. This arose because I was abroad for 2 winter months, so I wrote to Sky cancelling, giving them the required 30 days notice, which saved me 2 months rental (about £140), and then contacted them again on my return home, when I was offered the discount.

Incidentally the 0800 given above in a blog 2 years ago is, surprise- surprise, no longer available!

You should have held out - most people get them down to half price