SKY TV on-demand (entertainment extra) changes (inc mse 50% off info)

fc223

So, Sky, the little scamps. (Trust me, I used much more colourful language than that to describe them earlier today).

As some of you may have noticed, if you are a 'lowly' Entertainment customer, you now have no access to the on demand box sets. Although, you would if you UPGRADE to entertainment extra. "It's only £30+ a month, and it includes much more channels and HD and FREE on demand box-sets", said the Sky Customer Service Lady.

Well, I wasn't having that. Why? Because towards the end of March I took advantage of the MSE 50% off offer. I signed up for Entertainment, plus movies, phone, broadband and multiroom for what seemed to be a great price of £47.25 per month for the entire 12 months of my contract.

Part of the clincher in signing up for me, was access to the box sets. I've been with Virgin Media for years, and have become just used to having them. So when I grilled Sky before sign up, I was reassured box-sets were part of my £47.25 package ('for free'). So sign up, I did.

Less than 2 months later, they remove them. Then tell me to upgrade to 'extra', but crucially, not at half price.

Now this irks on a few points:

1) Mis-selling. Being assured my package was comparable to Virgin Medias on sign-up, including box-sets. Sky seriously expect me to believe that 6 weeks ago they didn't know this 'downgrade' was on the cards? As if I'm going to believe that.

2) Not being informed. I had no email, no phone call, no letter, advising me of the change. If I had, in my cooling off period, I would have cancelled and returned to VM.

The GOOD NEWS:

After an hour on the phone to sky this morning, I'm pleased to say that I now have been upgraded, they have honoured the 50% discount. I'm still annoyed that I'm paying more, but for £5 a month extra (£52.25) I now get HD, music and my box-sets. Still would have preferred to pay the same, but it's a significant cost-win.

HERE'S WHAT I DID:

- clearly stated I was sold box sets on the phone (so alluding to mis-selling).
- haggled with CS rep, when she didn't oblige, ask for disconnections and state intention to cancel contract due to being just outside cooling off period, with no notice of contractual changes
- haggled with 'retentions' rep for the new entertainment extra element, at the 50% MSE rate, held for 12 months as per original contract.

I will still be writing to Sky complaints, as I feel they have demonstrated bad practice in not notifying. I'm sure there's some clever T&C small print that allows this, but effectively downgrading someones subscription isn't good (yes Sky, I heard you say that you can't downgrade something for free (on demand), but really, really really, you are aren't you!!!).


So there you go. Get on the phone and give them what for. Nicely though... I do feel a bit sorry for those guys as I reckon they're getting a lot of hassle over this!

Let me know how you get on!

bengalknights

Arent the HD boxes standard issue now?

[Deleted User]

bengalknights wrote: »

Arent the HD boxes standard issue now?

The OP is talking about box-sets of on-demand TV series and films. There is no mention of decoder boxes , HD or otherwise.:D

silverminx

I'm having much the same problem only I have no leverage it seems. I was happily trundling alonf no problems with Sky when suddenly half my on demand service disappears. I called sky who told me the packages had been re-aligned and re-branded but they would happily upgrade me to get it back and this would also open up lots of new content for me.
I explained to the clearly discomfited lady on the phone I didnt want any more content just what I already had. Added to which I had had no notice this was happening. She apologised and said she understood how I felt...... argghh! Upshot was if I paid an extra tenner a month I could have back what they had just taken off me. I'm massively miffed but we dont have Virgin in our area or I would move over to them today. Does anyone have a suggestion on how I can 'negotiate' a better deal.

Llyllyll

Just noticed that this has happened to me as well - very sneaky. The full content of the on-demand service was the reason I forked out for a Wireless Connector as well. I had the spiel about it bring a free service but have made a complaint and expect either a free upgrade or a refund for my wireless connector.

VisionMan

Which in effect means Sky are now charging for full on demand access to the channels people already subscribe to. I really don't know what to say about that. Confused.com? Why?

(I am a FSFS user, no subscription).

pen1

A further point (which I checked out with Sky by email and had confirmed aswell), is that upgrading to Entertainment Extra+ re-commits existing customers to a 12 month contract.

If i upgrade from entertainment pack, to entertainment + pack,am i committed to a further 12 month contract
Sky: If you were to upgrade your subscription to Entertainment Extra+ then this would re-new your 12 month contract in the process.

http://helpforum.sky.com/t5/Watching-Sky-Q-A/12-Month-contract/qaq-p/1104756

This summer is going to be very competitive in the products/services that Sky provide, and I've no intention of paying an extra £5 per month to upgrade from Entertainment Extra to Entertainment Extra+ right now, and getting myself locked in to a new 12 month minimum term with Sky.

[Deleted User]

VisionMan wrote: »

Which in effect means Sky are now charging for full on demand access to the channels people already subscribe to. I really don't know what to say about that. Confused.com? Why?

The Box Set feature is now only available to those who subscribe to Entertainment Extra+ (or better). I suppose Sky's argument is that this isn't access to a channel "catch up" service at all. It's a whole season of a TV series.

Llyllyll

This may only be relevant to subscribers in their first 12 month contract, but I’ve just been looking at my Sky+ T&C (I’m barely 2 months into a 12 month contract) and on page 9, entitled ‘Sky+ Subscription Terms And Conditions’ point 2.3 states the following (my splits, bold and comments):

“We may supply extra features or functionality which you will not have to pay for.”
- Which is what, as reported here, a number of Sky CS reps have stated that the On Demand service is.

“We can withdraw these features or functionality without giving notice to you. We can also change any such feature or functionality into one that you must pay for if you want to continue to receive it.”
- Which is what they’ve just done.

“If we do this in respect of a feature or functionality during the Minimum Term you shall continue receiving that feature or functionality without payment until the end of your Minimum Term. If we introduce any optional or stand-alone features or functionality that we wish to make an extra charge for, we will tell you what charge will apply if you wish to continue to receive that feature or functionality.”
- So as I see it, despite the clause that states that they can withdraw these features or functionality without giving notice to you, if you are within the Minimum Term you should still get access to the full on demand feature or functionality without paying any extra.

Is this too simplistic a view? Thoughts and comments please...

slharmer

Has anyone else had issues with sky in regards to giving the 50% off all packages im new to sky and used the 50% code on this site i found the code on the last day of it expiring. However on the site it came up with all the reductions. Love digital then called me up to confirm my order and installation etc. However my bills on sky do not relate to the 50% of and they are charging me full price any advice would be much appreciated.

Thanks

[Deleted User]

You need to contact Sky direct about this, not post on forums. Have all your MSE information to hand when you call.