Missold sky package - what to do now

Debrac

Hi, I would honestly appreciate some help with this issue.

I have had a basic Sky tv package for the past couple of years and due to financial pressures, phoned in May this year to enquire when my contract was up so I could cancel it. During the telephone call, I was offered a £5 reduction in my bills if I signed up to Sky broadband and telephone and also offered a new Sky HD+ box. As it was cheaper than my previous provider, I agreed.

I was told that the broadband and telephone package was a 12 month contract but I could cancel my TV package in July when the current half price offer ended.

A couple of weeks ago, I phoned Sky again to cancel my TV contract as we were really struggling financially and just couldn't justify the money. I was informed that when I received my HD+ box, that I had agreed to a further 12 month Tv contract as the box was worth £200 etc etc... I argued that wasn't the case and queried why I would phone to save money in May, and agree to increase my costs instead!

Is there anything at all I can do? I have emailed customer services asking them to listen to the telephone call in May but they said those calls are for training purposes only and not used to verify what was agreed. I am furious that they conned me into taking a new 12 month contract without making this clear - indeed reassuring me this wouldn't be the case when I queried it on the phone at the time! I wouldn't care but I don't even have a HD tv so the new box is no use to me anyway...

penrhyn

FWIW The new Sky boxes give access to catch up services ( BBC iPlayer etc.) when connected to the internet.
New boxes usually imply a new contract, if you get them free.

jasonwatkins

They caught me like this earlier in the year. I came in to a small bit of money last year so decided to buy myself a 2TB box from their website. I rang to check when my minimum periods were up a few months ago and was told the specific dates for the broadband and phone and also the television, so I wrote them on my calendar to remind me.

When it came time to cancel the services so I could move to Virgin for a cheaper deal, I was told that the minimum period for the television didn't actually exprire until something like October as buying the 2TB box automatically put me onto a new 12 month agreement. They told me that since the box was subsidised on the website, it would have cost me something like £450 pounds otherwise !!

I asked the operator to explain to me why I was specifically told a date that the television service would expire and also why would I write it on my calendar as a reminder if it was incorrect?. I said at no point was it made clear that buying the box placed me onto a new agreement, and I urged them to check back on the notes of the account and they confirmed what I said was true and that I was told a specific date so they agreed to let me cancel.

I can only suggest that you keep ringing back because I've found that different operators deal with things differently - some of them actually seem a lot more knowledgable than the others.

You can also try Sky head office on this number - 0207 705 3000

Explain the situation to them as you have here and see what happens. Good luck

jasonwatkins

I suppose rather bizarrely, it also appears I have now been missold a package .. I originally agreed upon a price of £57 a month all in, and now i'm being told it's actually £69 a month and there's "nothing they can do" ..

On hold for a manager anyway ..

penrhyn

I'd go for soixante-neuf if they offered it.:rotfl:

Buzby

IF they continue to send invoices, you cannot 'safely ignore' them as, they report to CRA's and they'll automatically default you.

They also routinely pass your details to debt collectors to chase up tardy payers - so if your complaint is justified, pursue them as vigourosly as they would be pursuing you.

jasonwatkins

penrhyn wrote: »

I'd go for soixante-neuf if they offered it.:rotfl:

*snigger*

I got it sorted anyway. After a phonecall lasting 1 hour and 2 minutes ..

The upshot was that the discounts applied to the account were screwed up, so that's why the price was wrong. It does pay to work your way up the chain from the call center staff though as the one I was talking to had that intensely irritating habit of just staying silent when she didn't have a pre-prepared answer to give me.

I ended up being transferred to a very nice woman in this country who sorted it out and actually ended up bringing the monthly bill down to £56.50 as well