Sky Contract

sundancegirl

Hello


Would you be able to help me with this. I don't feel this is correct. I am trying to contact with Sky.


I was not informed I was entering into another contract as per email below just because I upgraded to HD. I have not agreed a contract or signed anything.


Many Thanks

Begin forwarded message:

From: Sky Help Centre

Dear Miss xxxxxxxx

Customer Account Number: xxxxxxxxx

I understand that you would like to receive an explanation about your Sky contract. I apologise for any confusion regarding your Sky contract period.

This is to keep you informed that a minimum term applies when you initially agrees to sign up to any of the following*: •Sky TV •HD •Sky+ •Multiscreen •Entertainment Extra+ •Sky Broadband •Sky Talk and Line Rental.

For most Sky products and services the minimum term is 12 or 18 months unless otherwise stated. A minimum term can also apply when certain offers are taken, which are conditional on re-contracting for a new minimum term. Sky will confirm the duration of that minimum term period before the offer is accepted.

I see that " HD Basic pack offer" was added to your account recently and it triggered the recontract for Sky TV.


All our advisors are trained and briefed to read key mandatory statements to our customers before confirming the sale of any product. I’m sorry if there has been any confusion surrounding these conditions.

As part of these statements, you should have been informed that you are agreeing to a 12 month contract. I apologise if this information was not provided to you when you contacted us.

Please be informed that 12 months will go fast and you will be out of contract while enjoying the discounted services. You have already completed 4 months. There is nothing much to worry about the contract as it is a standard practice. I would like to thank you for the patience and understanding in this regard.

We value your custom. We will endeavour to provide you better service in future.

I hope this information has helped with your enquiry. If you require any further assistance, you can reply to my email.

For further assistance you can click here between 07:00 am to 11:00 pm to chat with us online.

This link will expire on 25th March.
Kind regards


Sky Help Centre
http://www.sky.com


Original Message Follows:

---

I'm still waiting on a further reply from this.


Can you please explain why my contract would be extended for a further 12 months just because I requested to add another service to my package.


As a customer for many years I find it unacceptable that Sky have a policy of starting a new contract just because I added some channels to my package and I am currently reconsidering if I will continue using Sky as my TV service provider.


Regards

On 11 Nov 2013, at 14:47, Sky Help Centre <help@skycustomersupport.com> wrote:

Dear Miss xxxxxxx

Customer Account Number: xxxxxxxxxx

Thank you for your email.

I understand that you have decided to cancel your Sky account.
As per the term and condition of your contract ,You are requested to continue with your Sky service for minimum 12 month. At the end of the period, you can cancel your subscription by providing 31 days notice.

Sky HD pack contract will end on 15/11/14 as you upgrade your Sky package to Sky Entertainment Extra + you tied up in 12 month contract. Hence, cancellation cannot processed at this time. You may respond to my email or contact our Customer Service Team on 08442 41 41 41 on or after 15/10/14, by giving us the required 31 days notice to cancel.

In the meanwhile, you can reduce your package to the lowest. You can call our Customer Services Team on 08442 41 41 41 or email us with the package you require. We group our channels into packs so that you only pay for the types of channels you want to watch. You will find more information at the following link
https://my.sky.com/mysky/myaccount/my-packages/

If you have an active telephone line connected to your Sky equipment, you can access your account information by pressing interactive button on your remote control or you can access your account information online at the following link:
https://myaccount.sky.com/portal/myaccount/

You can also view your bill, view historical statements, change your payment due date, add Sky Broadband and Sky Talk and upgrade your package. There’s so much more available to you and it’s so easy to use.

I hope this information has helped with your enquiry. If you require any further assistance, you can respond to my email


Kind regards


Sky Help Centre
http://www.sky.com

JJ_Egan

Standard add a package then its based upon a further contract .
Thats how the packages are priced .

macman

It's not necessary to sign anything-your verbal agreement is legally binding. The upgrade starts a new minimum term.

Buzby

No new contract - simply the reimposition of a minimum term (they are NOT the same thing). Their argument is they do not charge you for the change - like a connection fee - so impose or extend the original minimum term to make the task cost-effective (for them!).

Chino

Buzby wrote: »

No new contract - simply the reimposition of a minimum term (they are NOT the same thing).

Rightly or wrongly, Sky think there is a new contract:

"I see that " HD Basic pack offer" was added to your account recently and it triggered the recontract for Sky TV."

Chino

Perhaps what Sky has done (committed the OP to a new contract without the OP's informed consent) is in breach of the Unfair Terms in Consumer Contracts Regulations Act 1999.

For example, Schedule 2 section 1 of the act includes the following terms which might be considered unfair:

"(h) automatically extending a contract of fixed duration where the consumer does not indicate otherwise, when the deadline fixed for the consumer to express his desire not to extend the contract is unreasonably early;
(i) irrevocably binding the consumer to terms with which he had no real opportunity of becoming acquainted before the conclusion of the contract;"

It seems that the OP's original contract was extended without the OP being given any opportunity to refuse the extension ("I have not agreed a contract or signed anything"), which would seem to fall foul of both (h) and (i).

("http://www.legislation.gov.uk/uksi/1999/2083/pdfs/uksi_19992083_en.pdf")

A.Penny.Saved

All our advisors are trained and briefed to read key mandatory statements to our customers before confirming the sale of any product. I’m sorry if there has been any confusion surrounding these conditions.

But not make it clear enough that the average joe will understand the implications of verbally accepting.

I did this with BT when they telephoned me with an offer. It was not until later that I realised the implications of verbally accepting the offer. I have vowed never to verbally accept an offer over the telephone again without first going away and considering the offer without pressure. However that is not the way they like to do it and they usually make it clear that the offer is very brief.....until the end of the call.

I believe that such telephone offers are not usually in the bests interests of the consumer. The internet usually provides better offers.

prowla

Buzby wrote: »

No new contract - simply the reimposition of a minimum term (they are NOT the same thing).

Which is a new contract.