BT & Sky Cancellation

madmassey

Hi

My partner is moving in with me at the beginning of July and is having issues with BT and Sky. Currently he is in a rented house and the landlord will not be interested in taking over any of his contracts. I already have the full works with Sky (full TV, phone and internet) so not interested in moving these up here.




My partner is within 12mths of his contract with Sky and has just called to cancel his contract, we were prepared for a fee however have been told by the cancellation department that you CANNOT cancel a Sky contract. Apparently he has to continue paying until April next year!! Is this legal? The only solution that the "cancellation dept" offered was for him to stop paying and then they will then chase him through a debt management company. Does anyone know any other way to deal with this?

Second problem BT, again partner is within his contract period we were expecting a cancellation fee but were knocked for six when they wanted £250??? Hes moving to a home which already has telephone and broadband its not like hes cancelling on a whim. Is there anyway around this other than not paying the bill getting cut off then be chased by debt management companies?

We want to deal with these asap but are on a tight budget with both on minimum wages...... any help appreciated :-)

Mad Massey

Buzby

Well, he did read the contract? The minimum term of 12 or 18 months is just that. I'm surprised they did not mention the standard route, the cease service and charge you for the remainder of the commitment which assumes giving notice in month 11, and then closing in month 12.

It would make sense to at least se the service, or perhaps sell it on to someone who wants be kit and package until it is switched off.

As to BT, is 'debt management company' some trendy new name for a DCA (Debt Collection Agency). Again, if he pays out his commitment, then there is no need for a DCA - it also will not affect his credit file by having any defaults.

Minimum terms are there for a reason - they don't suddenly not apply because circumstances change.

cath.beech

Hi

Unfortunately I can't provide the answers you need, but would like to share a tale that might make you think before getting involved with the debt collection agencies that Sky sell their debts to.

I signed a contract with Sky in June 2009 for them to provide me with TV, broadband, telephone and calls. They installed the TV but after 3 months they had not changed my phone line or provided the broadband service. Eventually I gave up chasing them and taking days of work to await the non-arrival of the installation team and informed them that as they had failed to comply with the contract it was null and void. They insisted that I could not end the contract and would be liable for the full 12 months TV subscription fee. We argued over the legality for about a month and eventually they agreed that I was within my rights to cancel and I received an apology for the inconvenience and a refund of the telephone line installation fee.

They have since sold my 'debt' (the full 12 months TV subscription) to 2 debt collection companies and 4 years on I am still being harassed by them for payment of this debt. They phone my mobile, my landline, send me letters in the post and send emails. I have responded to them copying all the documentation including the apology from Sky but it makes no difference.

I have begged them to issue the proceedings they threaten in the hope that the court will stop the harassment. After receiving yet another email from them today I rang and mailed the company and Sky advising them that if they do not stop I will start proceedings for harassment. The debt collection company responded by saying this will not go away just because I claim harassment and they will continue to harass me until I pay the amount Sky say is outstanding.

I do hope that someone is able to give you some good advice about cancelling without incurring huge costs and also hope that my tale has put you off the option of just not paying the bills and waiting for the debt collection companies to chase you for eternity.

Good luck in finding a resolution.

mije1983

madmassey wrote: »

Hi

My partner is moving in with me at the beginning of July and is having issues with BT and Sky. Currently he is in a rented house and the landlord will not be interested in taking over any of his contracts. I already have the full works with Sky (full TV, phone and internet) so not interested in moving these up here.




My partner is within 12mths of his contract with Sky and has just called to cancel his contract, we were prepared for a fee however have been told by the cancellation department that you CANNOT cancel a Sky contract. Apparently he has to continue paying until April next year!! Is this legal? The only solution that the "cancellation dept" offered was for him to stop paying and then they will then chase him through a debt management company. Does anyone know any other way to deal with this?

Second problem BT, again partner is within his contract period we were expecting a cancellation fee but were knocked for six when they wanted £250??? Hes moving to a home which already has telephone and broadband its not like hes cancelling on a whim. Is there anyway around this other than not paying the bill getting cut off then be chased by debt management companies?

We want to deal with these asap but are on a tight budget with both on minimum wages...... any help appreciated :-)

Mad Massey

Unfortunately he entered freely into the contract, so is liable for the payments or early termination fees while he is still in the minimum term.

I wouldn't recommend not paying the bill and having the debt passed to a debt management company. His credit rating will get trashed.

cath.beech wrote: »

Hi

Unfortunately I can't provide the answers you need, but would like to share a tale that might make you think before getting involved with the debt collection agencies that Sky sell their debts to.

I signed a contract with Sky in June 2009 for them to provide me with TV, broadband, telephone and calls. They installed the TV but after 3 months they had not changed my phone line or provided the broadband service. Eventually I gave up chasing them and taking days of work to await the non-arrival of the installation team and informed them that as they had failed to comply with the contract it was null and void. They insisted that I could not end the contract and would be liable for the full 12 months TV subscription fee. We argued over the legality for about a month and eventually they agreed that I was within my rights to cancel and I received an apology for the inconvenience and a refund of the telephone line installation fee.

They have since sold my 'debt' (the full 12 months TV subscription) to 2 debt collection companies and 4 years on I am still being harassed by them for payment of this debt. They phone my mobile, my landline, send me letters in the post and send emails. I have responded to them copying all the documentation including the apology from Sky but it makes no difference.

I have begged them to issue the proceedings they threaten in the hope that the court will stop the harassment. After receiving yet another email from them today I rang and mailed the company and Sky advising them that if they do not stop I will start proceedings for harassment. The debt collection company responded by saying this will not go away just because I claim harassment and they will continue to harass me until I pay the amount Sky say is outstanding.

I do hope that someone is able to give you some good advice about cancelling without incurring huge costs and also hope that my tale has put you off the option of just not paying the bills and waiting for the debt collection companies to chase you for eternity.

Good luck in finding a resolution.

Are you sure they agreed to the cancellation of the TV subscription? Do you have it in writing?

The TV is separate from the phone and broadband which hadn't commenced when it was cancelled so from what you have posted I would say you are liable for that as there was no issue with the TV service.

cath.beech

I am 100% confident that they agreed to cancel the subscription and yes, I do have it in writing. I ordered a package of 4 items and they delivered 1. They failed to deliver the contract we had therefore I was well within my legal rights to cancel.

If I ordered a 3 piece suite and a chair was delivered I would not be expected to pay for and keep the chair if the other items were not delivered. The same applies to the TV, phone and broadband package.

mije1983

cath.beech wrote: »

I am 100% confident that they agreed to cancel the subscription and yes, I do have it in writing.

That's a positive then! Have you written to Sky and the debt management company and enclosed a copy of the cancellation confirmation? If you have it clearly in writing I'm not sure what the issue is from Sky's end.

cath.beech wrote: »

If I ordered a 3 piece suite and a chair was delivered I would not be expected to pay for and keep the chair if the other items were not delivered. The same applies to the TV, phone and broadband package.

Not quite as you would still have been paying separately for each item, albeit at a reduced price as you had all 3. So for example £40 for TV, £15 for phone, £10 for BB. Therefore they would be classed as 3 different agreements as opposed to a 3 piece suite being 1.

However that's by the by now as you have said you have it in writing.

cath.beech

I'm not sure what they think their issue is either having put this to bed twice already!! The first debt collection company were really helpful - I responded to their first letter and sent them all the details and they immediately apologised and refered the debt back to Sky. That was in January 2010.

Sky reassigned the 'debt' to this new company about a month ago and out of courtesy to them I responded again with all the documentation advising them that they need to refer it back to Sky. However, they appear to have a problem reading correspondance from me and just ignore anything I send to them but continue to send out their threatening legal action notices to me. I mailed both the debt collection company and Sky today - enclosing copies of all the documentation again in the hope that I might see an end to the issue.

Extracts from the email from Sky dated October 2009:

I’m sorry to learn of your dissatisfaction regarding the level of service you have received. I wish to assure you that we provide the highest level of customer service and I very much regret that your recent experiences failed to reflect this.


However, if you still wish your account to be cancelled, the necessary arrangements will be made without any penalties.

pen1

madmassey wrote: »

... My partner is within 12mths of his contract with Sky and has just called to cancel his contract, we were prepared for a fee however have been told by the cancellation department that you CANNOT cancel a Sky contract. Apparently he has to continue paying until April next year!! Is this legal? The only solution that the "cancellation dept" offered was for him to stop paying and then they will then chase him through a debt management company. Does anyone know any other way to deal with this? ...

The advice you indicate that your partner was given by a Sky representative is wrong.

This is one of a number of cancellation issues regularly raised on the Sky forum.

For more help/advice/information, see some of the many threads on this subject tagged "early termination" at the following link to the Sky forum:
http://helpforum.sky.com/t5/tag/early%20termination/tg-p

Sky contracts allow for "early termination".

The terms & conditions refer to an online article at www.sky.com/earlytermination that outlines the early termination charge(s) that are payable to compensate Sky.

The terms & conditions are available by clicking the links at http://www.sky.com/shop/terms-conditions
(to help you locate the bits you are interested in, "early termination" is referred to in bold type in various places!)

The charges reflect savings Sky make by no longer providing the relevant products.

The "solution" you say that the cancellation department offered- "stop paying and then they will then chase him through a debt management company" is neither necessary or appropriate.

As your partner appears to have been mis-advised, I would suggest that a complaint be considered, which will hopefully result in it being addressed by somebody with sufficient knowledge of early termination rights.

Complaints rights are detailed at http://help.sky.com/my-account/complaints/sky-customer-complaints-code-of-practice and the methods of raising it at http://help.sky.com/my-account/complaints/how-to-complain-to-sky

Please let us know the outcome.:)

pen1

Hi cath.beech,

This issue has arisen from time to time on the Sky forum.

According to my understanding, mije1983 is correct. TV, Talk & Broadband have separate contracts.

In the case of Talk & Broadband they are linked in some circumstances because of the way that Sky provide the services, but TV is a "standalone" contract, although it has been an issue of contention at times given that Sky often market them all as a "bundle".

If you are sure, however, that your evidence demonstrates that Sky agreed to the cancellation of all services, then I think you should consider following the Sky Customer Complaints Code of Practice and advise Sky that you will refer the matter to their ombudsman in the event that they don't resolve the matter to your satisfaction within 8 weeks (the time stipulated in the code).

According to the Code, Sky "aim to respond to your complaint and agree a resolution within 10 days". I suggest that you refer to the Code and point this out to them in a letter of complaint; also, that you request in your letter that Sky immediately suspend debt enforcement action whilst the complaint is investigated.

I suggest sending it recorded delivery with copies of any other evidence.

The address is:

Customer Complaints
Sky Subscriber Services Ltd
PO Box 43
Livingston
West Lothian
EH54 7DD

Other options are available, per http://help.sky.com/my-account/complaints/how-to-complain-to-sky . However, I know that some customers feel that when using the other options their complaints were not sufficiently escalated and investigated.

I appreciate that this advice may be a duplication of some things that you have already done. However, what I'm suggesting is that you ensure that you have made it absolutely clear to Sky (and have evidence of it) that you are complaining according to their Code of Practice, so that you can raise it with Sky's ombudsman if it is still unresolved 8 weeks later.