Sky refusing to cancel contract. Any help

mmcg

I recently used the excellent money saving code from this website to get half price sky package for a year. When i signed up i was promised 5-11.4 MB broadband speed however after a week i only have 1.3MB, significantly less than i was expecting and pretty much unusable for things like on demand.
As i am still in the cooling off period i phoned up to cancel however a customer service team leader has told me that they are refusing to do this as there is no cooling off period for the phone line rental, so basically i can cancel everything else but am stuck with the line rental for a year. He says that i am forced by law to give them 2 weeks to get the broadband speed up and running and even then it is at their discretion after they have tried to optimise the service if they allow me to cancel. I cannot believe this to be true, especially with distance selling, surely you have a cooling off period for any purchase such as this?
I am unwilling to wait another week to go through all this again as i have already spoke to virgin and have been offered a decent deal (not as good as the sky deal to be fair) and i am frankly disgusted with the guy from skys attitude on the phone.

Does anyone have any advice on this? Is this really true that there is no cancellation period on the line rental for a distance purchase?

Thanks for any help

Fruit_and_Nut_Case

mmcg wrote: »

When i signed up i was promised 5-11.4 MB broadband speed...

I'm surprised they "promised" you this. What were their actual words? Do you have it in writing?

P.S. Welcome to MSE :wave:

McKneff

You were probably promised UP TO 5-11.4 MB of broadband speed.

Different thing all together.

penrhyn

OP if you come back post your router line stats.

http://192.168.0.1/sky_index.html

user admin, password sky

Gordon_Hose

Not being funny but you have a 10 day DLM (Dynamic Line Management) period in which you shouldn't switch your router off.

During this time your speed will start off low then gradually rise to the fastest your line can handle.

mmcg

Hi all
Thanks for the replies. I have now been able to cancel sky, although i am still awaiting them collecting the equipment and a final bill. In relation to the 10 day adjustment period i gave it 8 days and it did not rise above 1.3MB. i spoke to a neighbour in my street who also has sky and it turns out they hate their broadband connection, i got them to do a speed test and they got 1.4 so i could not see the speed increaseing and therefore wanted out of the contract.
In relation to what i was "promised" you are probably correct and they did not use these words, i was told to expect between 5.4-11.5 however they acknowledged that anything below 3.9mb would be "significantly lower" than what i should expect and would allow me a cancellation of period of upto 3 months however this applied to the broadband only and not the line rental or TV meaning i would be stuck with these services and having to get my BB from somewhere else meaning extra expense.

Thanks again for taking the time to reply

Cycrow

if your far from the exchange, that coudl be the best speed you will get with any adsl connection

penrhyn

OP if you post your router stats as requested we can tell you what the best you'll can get on an ADSL connection.

mmcg

penrhyn wrote: »

OP if you post your router stats as requested we can tell you what the best you'll can get on an ADSL connection.

I believe the sky BB has been disconnected so i doubt i will be able to do this?
I have done a speed test on the fibre optic virgin connection that i have and i get approx 30mb

Thanks

penrhyn

OK. Guess you must be a fair way from the exchange. Anyhoo, you could always you the Virgin BB connection with your Sky TV, but I guess that does not make financial sense.