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SKY no dish, no signal so how do we cancel contract?
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Crisp_£_note
Posts: 1,525 Forumite
Can anyone help please? I am asking on behalf of my mum. She recently moved house (2 months ago) and signed up to a new contract with Sky for her BroadBand, Phone and TV. However the area she is in does not allow her a signal for the TV!
The Sky installer came out on 23rd December to put her dish up but he said he knew even before he left his base (when he got the details of the job) there wouldnt be much of a chance of him getting the signal because there are only 5 houses in the whole road that can receive a signal (there are around 45 houses in total). Reason being is because her house is at the top of a valley on the edge of a mountain and not only does the mountain cause reception problems there are 6 trees right in the way of the signal and the trees are on common land and there is little chance of persuading the council to have them chopped down. It appeared obvious that the installer knew what he was talking about and he did explain hes had this problem before and someone did actualy apply to the council a few years back to knock the trees down but to no luck. So she paid Sky £60 and got no dish installed
In the past few days she has had an independant digital installer round and he was very helpful and thorough and took the time to explain things to my mum. He said there were 2 companies she could get similar channels from Virgin Media and You View (Talk Talk?) and to be honest she needs something as she cannot even manage 5 'normal' channels with what she has now!).
My Mum called up Virgin Media while the installer was there but they confirmed they didnt go up as far as her with the cable so that was ruled out. However she has success with YouView.
So that is the background now heres the problem: The airial man studied my mums Sky contract and couldnt find anywhere that she had a right to cancel as they couldnt install the product so not only has she lost the £60 call out fee she is paying for Sky TV for 12 months when she cannot even watch it as she has no connection as no dish and therefore no signal!
She now either has to pay for Sky TV for another 10 months until said contract is up and waste the money on no viewing then switch to YouView. Or she has to pay to get out of the Sky contract (10 months worth) and then switch to YouView.
My question is obviously someone knew it wasnt possible even before the callout to install so is there any way my mum (or I) can debate the fact she has been mis-sold the contract and therefore it should be terminated without penalty (and possibly a refund)? How would we go about this and who would we speak to?
Many thanks in advance.
The Sky installer came out on 23rd December to put her dish up but he said he knew even before he left his base (when he got the details of the job) there wouldnt be much of a chance of him getting the signal because there are only 5 houses in the whole road that can receive a signal (there are around 45 houses in total). Reason being is because her house is at the top of a valley on the edge of a mountain and not only does the mountain cause reception problems there are 6 trees right in the way of the signal and the trees are on common land and there is little chance of persuading the council to have them chopped down. It appeared obvious that the installer knew what he was talking about and he did explain hes had this problem before and someone did actualy apply to the council a few years back to knock the trees down but to no luck. So she paid Sky £60 and got no dish installed
In the past few days she has had an independant digital installer round and he was very helpful and thorough and took the time to explain things to my mum. He said there were 2 companies she could get similar channels from Virgin Media and You View (Talk Talk?) and to be honest she needs something as she cannot even manage 5 'normal' channels with what she has now!).
My Mum called up Virgin Media while the installer was there but they confirmed they didnt go up as far as her with the cable so that was ruled out. However she has success with YouView.
So that is the background now heres the problem: The airial man studied my mums Sky contract and couldnt find anywhere that she had a right to cancel as they couldnt install the product so not only has she lost the £60 call out fee she is paying for Sky TV for 12 months when she cannot even watch it as she has no connection as no dish and therefore no signal!
She now either has to pay for Sky TV for another 10 months until said contract is up and waste the money on no viewing then switch to YouView. Or she has to pay to get out of the Sky contract (10 months worth) and then switch to YouView.
My question is obviously someone knew it wasnt possible even before the callout to install so is there any way my mum (or I) can debate the fact she has been mis-sold the contract and therefore it should be terminated without penalty (and possibly a refund)? How would we go about this and who would we speak to?
Many thanks in advance.
Failure is only someone elses judgement.
Without change there would be no butterflies.
If its important to you, you'll find a way - if not, you'll find an excuse ! ~ Easy to say when you take money out of the equation!
Without change there would be no butterflies.
If its important to you, you'll find a way - if not, you'll find an excuse ! ~ Easy to say when you take money out of the equation!
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Comments
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What do Sky say?That gum you like is coming back in style.0
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Years ago when the Sky installer failed to install my Sky dish I didn't have to pay. It was an install fee not a call out charge.
As above what are Sky saying to all this?0 -
Considering the non-Sky options:
Is she in an area served by VM cable?
Can she get Freeview reception via an aerial? If not, then YouView is not an option, as it's only the on-demand part of the service that is delivered via broadband (does she even have broadband). If that is an option, she does not have to subscribe to TT to get it. A YouView box can be purchased direct from any retailer for a one-off cost, and is then subscription free (although it will require a broadband connection to operate the on-demand side). YouView is not a part of TalkTalk-all they do is offer a YouView box as part of a subscription service.
Freesat is not an option here as it requires the same dish alignment as Sky.
Those are her basic choices.No free lunch, and no free laptop
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They should refund cost in your case as they cannot supply service,you need to be with your mum when you ring so she can give them permission to talk to you(security measures eth)
I just cancelled my contract with sky,they would not play ball with me,so i cancelled the direct debit,7 days lster sky turned off the system and now its on basic free view channels with no rec or live pause eth
ten days from DD date a got a paper bill.rang sky told them i just cant afford it,paid what i owed over the phone,account is now deactivated,he told me it would stay that way for 3 months (at no cost) and then will be cut of if i dont reactivate the full account, take the £10 a month use of live pause /rec or by the free serve card,WAS DEBT FREE & STILL BAAARRRRRKING :cool:
hello my name is shaun,,,and im not so addicted to farmville,still addicted to football:o:o
BAAAARRRRRRRRRRKING er insanely so
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Crisp_£_note wrote: »My Mum called up Virgin Media while the installer was there but they confirmed they didnt go up as far as her with the cable so that was ruled out.
Clearly not.:)Is she in an area served by VM cable?Crisp_£_note wrote: »she cannot even manage 5 'normal' channels with what she has now!
I agree YouView may not be an option if Freeview is unavailable.Can she get Freeview reception via an aerial
She hasn't paid this for installation, it will be for her TV & broadband subscription. Sky basic equipment and installation is free.Crisp_£_note wrote: »she paid Sky £60 and got no dish installed
Clearly, someone at Sky needs to cancel the subscription without charge if there has never been any service delivered to your Mother's home. No point asking the aerial man about the Sky contract, you need to contact Sky directly.0 -
You do realise that cancelling your contract by refusing to pay will lead to Sky setting debt collectors on you? You need to cancel with one month's notice if you are out of the minimum term.shaun40400 wrote: »I just cancelled my contract with sky,they would not play ball with me,so i cancelled the direct debit,7 days lster sky turned off the system and now its on basic free view channels
Your circumstances are completely different to that of the OP.0 -
Ignoring the hijack and replying to the OP.
Ring Sky and explain the situation -if service cannot be provided then she won't be charged BUT with 10 million customers Sky aren't going to know she has a problem until she rings them to tell them. Just because a third party installer knows-doesn't mean they've reported the situation fully-she needs to do this.Sooner you ring -sooner it can be sorted.
Why you'd ask the Ariel man rather than just ask Sky bemuses meI Would Rather Climb A Mountain Than Crawl Into A Hole
MSE Florida wedding .....no problem0 -
She shouldn't have to pay £60 for that. She hasn't even got the service that she wanted, that's not right at all. I would phone Sky and ask them about this, surely they can't charge people for something which is out of their control, if Sky new she wouldn't get a signal why even bother to send someone out to try and then charge her for it. Ridiculous.0
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