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Sky advice

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I called Sky to organise a discount yesterday as I have done in the past as there is a risk at the current costs for the almost basic package (£60) that we will be unable to afford this in 6 months. Having been offered an excellent discount I accepted, as usual, and carried on with my day.

I was then subsequently stunned to receive two emailed from Sky saying that I was now signed up to a new 12 month contract. This was not mentioned to me on the phone at all and I certainly did not agree to a new contract.

Now, all I am being offered is to return to the original £60 pcm (which is too much) or stick with the 12m contract. I have been refused access to speak to a manager or have one call me.

All I want is a fair deal having been a customer for 3 years to help me during a tricky financial time, without being bound to 'repay a contract in full' should we need to cancel.

Where do I stand?
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Comments

  • wiogs
    wiogs Posts: 2,744 Forumite
    When I got a reduction it was on the understanding that I was entering into a new contract for 12 months. I have heard though that his is not the case for everyone. You would need to prove that this offer, without new contract, was made to you. If you cannot and Sky do not agree then cancellation might be the easiest option.

    EDIT - a reduction and a new contract is a fair deal
  • logrus wrote: »
    Now, all I am being offered is to return to the original £60 pcm (which is too much) or stick with the 12m contract. I have been refused access to speak to a manager or have one call me.
    Why would a manager call you to reiterate what you have already been told? The fact of the matter is that you now have a choice of going back to your original subscription rate, accepting a retention deal on the proviso that you also accept a new minimum term, or cancelling outright and hoping that Sky offer you a better deal to keep you.
    logrus wrote: »
    I called Sky to organise a discount yesterday as I have done in the past
    Deals won't be offered to you ad infinitum.
    logrus wrote: »
    All I want is a fair deal having been a customer for 3 years
    Seems to me the deal you were offered was perfectly fair. I suggest you cancel if you can't afford to be tied to a 12 month contract.
  • My point is that I was not told or asked to agree to a new contract. At no point during the phone call was this raised. No terms and conditions were discussed. I was told purely that this was a discount.

    To be entered into a contract without your knowledge or permission is shocking.

    If they void the contract they will switch me from my old (no longer available) package to their new packages, which, to get all the same channels will cost me an additional £25 pcm.
  • duchy
    duchy Posts: 19,511 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker Xmas Saver!
    Go through to cancellations - (aka retentions) and they'll sort you out.....however it appears there is currently an attitude that the shouty stroppy customer tends to get less out of retentions than the calm and reasonable ones.
    I Would Rather Climb A Mountain Than Crawl Into A Hole

    MSE Florida wedding .....no problem
  • If you genuinely were not told about entering into a new contract on the phone then I would send them a nice email explaining this, provide as many details about the phone call as possible, time, date, who you spoke to. And hint that you feel you have been misled into accepting the discount.

    If you word it well, they will probably remove the contract term and keep you on the same deal, alternatively due to their systems this may not be possible, but instead they might put a note on your account to say that you are free to cancel at any time. If this is the case ask for proof in writing.

    We had a similar thing with Orange a while back and they were very good at removing the contract with a bit of persuasion, we didn't leave in the 12 months though, and lets be honest, you probably won't either.
  • I'm definitely shouty, but only because of the quality of the service.

    I also cannot believe there is no 'cooling off' period for this new contract.
  • HappyMJ
    HappyMJ Posts: 21,115 Forumite
    10,000 Posts Combo Breaker
    £60 isn't an almost basic package.

    The basic package is £21.50.
    :footie:
    :p Regular savers earn 6% interest (HSBC, First Direct, M&S) :p Loans cost 2.9% per year (Nationwide) = FREE money. :p
  • it is for basic tv, phone and internet
  • Cornucopia
    Cornucopia Posts: 16,482 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    They cannot legally put you into a contract without your knowledge and consent. It should be a simple matter to explain this to them.

    (Though I had to go to a Board Director when a similar thing happened to me with T-Mobile).

    If they are confident that their operative has done nothing wrong, let them find the call recording and prove it. This, after all, is the sole basis of their claim that you were willing to enter into the new contract.
  • I asked them to find the recording, but they declined.
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