Sky Package Renewal Help Request - Urgent!

bazzie

Hi All,

Spoke to Sky Retentions again regarding the cancellation email that a supposed to come. I informed them that I had cancelled the Sky TV Package side of things but apparently it had NOT been cancelled! I informed them of the live chat log stating that the advisor informed me he had definitely cancelled it but they could not explain why it was still active.

Anyway, I asked them to cancel again & this time send me a email asap to confirm which they said they would. I waited over 10mins on the phone after they had apparently sent it but it did not come & they were about to close - they told me it will come but as their systems were slow it might take a while? Really? - email is pretty instant for most!

this second cancellation email still has not come as of today so all I can do is wait & hope I get it now - cancelled via Live Chat first & then via Phone - where should I try next?!!

Bazzie!

mije1983

Did they confirm they had the correct email address for you?

bazzie

mije1983 wrote: »

Did they confirm they had the correct email address for you?

Hi,

Yes, it was the the only email I gave them & that is active with them on the system - I repeated it to the person on the phone twice & he confirmed. I know it works on their system as I get the standard regular Sky info emails on it - got one just yesterday!

Bazzie!

brewerdave

No wonder you didn't get any offers ! Make sure they honour the original cancellation date -otherwise they have you for a further few days !!!

jem16

bazzie wrote: »

this second cancellation email still has not come as of today so all I can do is wait & hope I get it now - cancelled via Live Chat first & then via Phone - where should I try next?!!

Bazzie!

Phone or Live Chat again today and make sure they have put it through and that they are honouring the original cancellation date. If that still doesn't work email the CEO.

bazzie

brewerdave wrote: »

No wonder you didn't get any offers ! Make sure they honour the original cancellation date -otherwise they have you for a further few days !!!

jem16 wrote: »

Phone or Live Chat again today and make sure they have put it through and that they are honouring the original cancellation date. If that still doesn't work email the CEO.

Hi All,

I will wait a bit longer now till tomorrow & if I do not receive the cancellation emails by then - I will do as you suggest & go through the process again.

I am so glad I did it via Live Chat first as at least I have a log that (hopefully) cannot be disputed? Two instances of them saying they have definitely cancelled & sent the emails by two different people at different times & yet no joy in getting the cancellation emails. Even if their systems might be a little slow, it should not take this long!

I will ensure to insist with them that things are back-dated to the date I actually cancelled as I have proof of that - If I had done so via only phone, I might be in trouble! On my last call with the Sky Retentions guy, all I could do was take notes of what was said & done - will update you when I can!

Bazzie!

mije1983

Don't wait too long. The cancellation email should be instant. In fact, when I cancelled mine last month, the email came through while I was still on the live chat.

bazzie

mije1983 wrote: »

Don't wait too long. The cancellation email should be instant. In fact, when I cancelled mine last month, the email came through while I was still on the live chat.

Hi,

OK, I will get on with them first thing when I can tomorrow as I ahem guests coming round soon & do not want to be stuck on the phone waiting to get through & going through the whole process again as that will take the usual long time!

Bazzie!

teddysmum

I gave notice on my tv, yesterday and was immediately offered 50% off for 10 months, which I refused 1) As it's only 10 months and the suggestion to renegotiate after 10 months won't work on a 12 month contract 2) I will only return subject to a good offer on phone/bb. (He did offer me £12 something line and a broadband price which didn't register, as I don't want to deal yet, due to 1 month of free line rental outstanding and didn't want another 10 month offer).


I got the confirmation email within 30 minutes (probably well within, as I didn't check immediately.).

bazzie

Hi All,

Just to update, I actually received a letter from Sky in the post today that acknowledges the cancellation of the Sky TV aspect of our package & that the Sky BB & Talk are in service.

I still have not got the standard email that most others seem to get & having just checked the MySky account again, there are no offers to stay etc. The letter itself does not offer any incentives to keep the Sky TV package either.

In view of this, I am wondering if Sky have flagged me up on their system & have decided not to offer me any deals or something like that? Why would they send me a letter instead of the standard mass email that the system sends out pretty much automatically for nearly everyone else?

I tried to upload the letter to Photobucket but they do not accept PDF files so I had to convert it to a screen shot & it may be a little blurry - I have had to posted it below but clicking on it amy allow you to read it better on photobucket - my apologies for that but I wanted to show what it says in the hope that others would know how to deal with things from here on forward with this letter they have sent. Have others received it & do they still contact you by whatever means in order to offer you the much better discounts from outbound retentions?

Should I still phone/live chat them on the basis that I still not have not received any cancellation email for my electronic records (& in the hope that it might generate the offers) or it it academic now?

How should I best proceed with things from this point forward then - just a little concerned as this seems to deviate from their standard practices?

Many Kind Thanks!
Bazzie!