Sky Package Renewal Help Request - Urgent!

bazzie

jem16 wrote: »

Do you have access to My Sky? if you do check there as that is where they will put any offer in the first instance.

Also make sure your contact preferences are set to allow contact from Sky with offers.

You will probably get a phone call from outbound retentions in the next few days. They will be phoning to enquire why you have cancelled - just tell them that you are finding it too expensive now and have to cut back. They should then make some offers.

Hi jem16,

Yes I do (last time I checked!) - I will ensure the preferences are set as you say & thanks for the tips about when Sky call - the truth is it is way to expensive - coming in at nearly £100 a month & we do not even have Sky Movies or Sports!! Do they contact you more with better offers the closer it gets to the end of the 31 day period? Do they send out final best offer letters as well?

Just be warned all - I went on a chat log a few days ago as found a offer for Sky Family TV for just £6. On the chat log, the guy said that offer was only for those folks who want to upgrade from Variety package to Family which is £6 extra anyway!

He asked me if had SkyGo activated & asked me to log on which I did. SkyGo was already selected which I informed him of. He stated he wanted to make sure - asked me to log out & start again telling me to reselect it again & then to press the "Buy it Now" button. He will then give me a link to click on to & from there to pass him the details contained.

This concerned me but I played along & I logged on again - magically the SkyGo had been deselected but I just reselected it to "On" again & informed him of that.

He asking me to press the "Buy" button & click on the link he kept providing - it seemed to be his focus - really trying to get me to do this a few times (under the guise of being friendly & trying to ensure my SkyGo would work) saying things like "it'll only take a few seconds", "We can do it now while we are here" etc but I kept making excuses or asked him more questions. Eventually I asked him why & he said things like "It would "update my account & so I do not lose out on any new offers that might come in future" & "I will get something for Free" without mentioning what it was.

I wanted to ask him why he wanted me to select the Buy It Button when all we are doing is selecting feature that is already on & that activating a feature does not require one to press the Buy Button or require a new Order Conformation Number but refrained from doing so.

Basically my due bills were showing the new price increases to £90 & £100+ & I am sure his only intention was to get me to commit to that & claim the commission as he was very eager to ask me for the "New" Reference/Order Conformation Number" & then pass it on to him!

Man, this guy was sneaky as hell - he spent the entire time trying to manipulate the customer into a new costly contract under the guise of trying help activate a free feature!

Luckily, I kept a copy of the chat log so if I am allowed to show his name, maybe it might help/warn others about him if that is allowed? It will at least allow me to help others out!

Bazzie!

jem16

bazzie wrote: »

Do they contact you more with better offers the closer it gets to the end of the 31 day period? Do they send out final best offer letters as well?

So have you checked My Sky for any offered yet? It's usually on the main My Sky page - you may have to click on My Sky to actually see the main page as My Sky often opens in the billing page.

Offers may change throughout the cancellation period but no guarantee. If you don't go for any offer it may well increase after you're actually switched off. So it depends on you. There's never any final best offer letter.

Luckily, I kept a copy of the chat log so if I am allowed to show his name, maybe it might help/warn others about him if that is allowed? It will at least allow me to help others out!

Bazzie!

Probably not needed really. Telling us would be helpful enough.

brewerdave

Are you sure that he wasn't trying to get you to commit to Sky Go Extra ?? It's an extra £5 pm I believe.
When I cancelled last year, that was one of the Qs that I got asked initially -why wasn't I using it ? I patiently explained that the then existing contracted price was too much without the extra £5 !!:rotfl:

bazzie

jem16 wrote: »

So have you checked My Sky for any offered yet? It's usually on the main My Sky page - you may have to click on My Sky to actually see the main page as My Sky often opens in the billing page.

Offers may change throughout the cancellation period but no guarantee. If you don't go for any offer it may well increase after you're actually switched off. So it depends on you. There's never any final best offer letter.

Hi jem16,

Just checked MySky thoroughly - there are no offers there just the bog standard ones they are offering as normal & which were there before we cancelled. Under upgrade your package it says "There are currently no upgrade options available" & "We are currently unable to offer you any Sky Box upgrades".

I did as you said & to ensure they can contact me via email, letter & telephone for news of any offers so I guess I will just have to wait & see what comes in?!!

I was told I will receive a cancellation email but have not received it yet so maybe the system is still in process of updating? How long does the email normally take do you know?

Bazzie!

bazzie

brewerdave wrote: »

Are you sure that he wasn't trying to get you to commit to Sky Go Extra ?? It's an extra £5 pm I believe.
When I cancelled last year, that was one of the Qs that I got asked initially -why wasn't I using it ? I patiently explained that the then existing contracted price was too much without the extra £5 !!:rotfl:

Hi,

My apologies as I had posted from memory - he was indeed referring to "SkyGo Extra" but checking the log, it was already selected as being active when I first checked it & had switched back to on again when it had been de-selected when I clicked on his link - I just re-activated it without pressing the Buy Button.

I should have stated "SkyGo Extra" in my post instead of just "SkyGo" - my bad!

I went to check again just now & I simply cannot now find or go to the "Personalise My Package" page that I was on when I spoke to the Live Chat guy just to check again after reading your post - went through pretty much most of the options but no joy for some reason!!

There was a "Review My Package" but that showed the same details as "My Package" - am I missing something pro going to the wrong place?

Bazzie!

teddysmum

Last year, after cancelling tv and even when it went off, I didn't get any offers on My Sky. There was just one phone call (a few days after cancellation), which my husband took, as I was having hospital treatment that day and as I'm the account holder they said they would ring two days later, when I would be available, but they didn't.


I did my deal when calling to negotiate the phone and broadband, a couple of weeks later.

jem16

bazzie wrote: »

Hi jem16,

Just checked MySky thoroughly - there are no offers there just the bog standard ones they are offering as normal & which were there before we cancelled.

It's not in the normal offers section. It's on the main page - once you sign in click on the tab that says My Sky. This will take you to the My Sky Homepage - you'll see reference to that in the address bar too.

When I sign in to My Sky it always take me to the Bills page as opposed to the My Sky homepage.

I was told I will receive a cancellation email but have not received it yet so maybe the system is still in process of updating? How long does the email normally take do you know?

Bazzie!

Got mine almost immediately.

I wouldn't worry about it just now. If you've still not heard anything you can always contact them in a couple of weeks.

bazzie

jem16 wrote: »

It's not in the normal offers section. It's on the main page - once you sign in click on the tab that says My Sky. This will take you to the My Sky Homepage - you'll see reference to that in the address bar too.

When I sign in to My Sky it always take me to the Bills page as opposed to the My Sky homepage.

Hi jem16,

I checked on the main MySky homepage as you said but there is nothing there regarding any Retention offers - I left it late to check in case their system is still updating etc.

There is a part that says "Offers exclusively for you" but upon clicking that - it only shows the standard current offers & nothing else. I also checked under upgrades but again, nothing.

Where on the MySky homepage does any new offer show - is it at the top in Bold or elsewhere saying something like "50% Off if you stay", "Sorry you are cancelling your Sky TV" etc?

I have linked a slideshow of screenshots of the pages mentioned above so you can see exactly what is there - see:

http://s296.photobucket.com/user/Bazzy77/slideshow/MySky%20Homepage%20and%20Offers%20Details

Unless I am going blind, I just do not see any new Retention offers! Maybe you can see where they are!

Bazzie!

jem16

bazzie wrote: »

Unless I am going blind, I just do not see any new Retention offers! Maybe you can see where they are!

Bazzie!

You're looking in the correct place but as you say there are no offers yet. Don't worry about it as they're just playing games with you to see if you're genuine about cancelling. I had no offers showing last year but did receive a phone call. If an offer appears on My Sky it will be right at the top just under your name.

Even if you don't receive a phone call, you can phone just before switch off date on the premise of checking the date it goes off.

teddysmum

As mentioned above, I got no online offers; just a message saying that they were unable to make any offers online, so I'd need to call them.