Mis-sold contract from sky broadband

brenda50

Hi

I agreed to a contract on November 27th to:

half price line rental

free broadband

anytime calls.

It came to £14.50 I think and the first payment out of the bank was for slightly more £15.40 which may be for answerphone. but the following two payments were for £25.65.

I rang and was told that I had agreed to sky+ and looking at the confiming email it does say sky+ but I had not noticed it. I only looked at the table. I don't use sky tv and do not even have a tv. I told the operator repeatedly that I had given away my tv and no longer required sky tv. The table quotes that I have agreed to one year with line rental, anytime talk and broadband it does not mention sky+.

They have agreed to cancel the contract for free and for me to take out a new contract but of course I will not be refunded. They are going to listen to the call that was made where I think I was mis-sold it as sky+ was not mentioned at all. Please advise thanks.

Dear Ms *
Account Number : I'm writing to confirm that you have agreed to take up our fantastic offer of Line Rental 6.40 GBP for 12 Months without Sky TV but with Sky+ and Broadband Unlimited or Fibre Unlimited (12M Recontract). We also wanted to remind you that as part of this offer, you've agreed to re-subscribe for a new minimum term to the products listed in the table below:

SubscriptionContract Start DateContract Length Sky Broadband27/11/201512 Months Sky Talk27/11/201512 Months Sky Line Rental27/11/201512 Months

If you cancel or stop paying for your subscription(s) before the end of the minimum term (other than where you have a right to do so under your contract), we may charge you early termination charges. These early termination charges will be calculated based on the terms set out in your contract. We will give you reasonable notice in writing before making any charge.
We're sure that you'll continue to enjoy all the great services that Sky offer - if you need any further help, please visit sky.com/help.
The Sky Team

teddysmum

I can't understand what the 6.40GBPcomes from as half price line rental is £8.70 and Anytime Plus £8, making a total of £16.70.


It does look as though you have been charged for something else, but the first bill is usually odd as they bill in advance,but the first bill includes arrear from the sign up date to the billing date.


I pay £26.70/month for line, Anytime Plus, broadband and half priced Original tv .

iniltous

brenda50 wrote: »

Hi

I agreed to a contract on November 27th to:

half price line rental

free broadband

anytime calls.

It came to £14.50 I think and the first payment out of the bank was for slightly more £15.40 which may be for answerphone. but the following two payments were for £25.65.

I rang and was told that I had agreed to sky+ and looking at the confiming email it does say sky+ but I had not noticed it. I only looked at the table. I don't use sky tv and do not even have a tv. I told the operator repeatedly that I had given away my tv and no longer required sky tv. The table quotes that I have agreed to one year with line rental, anytime talk and broadband it does not mention sky+.

They have agreed to cancel the contract for free and for me to take out a new contract but of course I will not be refunded. They are going to listen to the call that was made where I think I was mis-sold it as sky+ was not mentioned at all. Please advise thanks.

Dear Ms *
Account Number : I'm writing to confirm that you have agreed to take up our fantastic offer of Line Rental 6.40 GBP for 12 Months without Sky TV but with Sky+ and Broadband Unlimited or Fibre Unlimited (12M Recontract). We also wanted to remind you that as part of this offer, you've agreed to re-subscribe for a new minimum term to the products listed in the table below:

SubscriptionContract Start DateContract Length Sky Broadband27/11/201512 Months Sky Talk27/11/201512 Months Sky Line Rental27/11/201512 Months

If you cancel or stop paying for your subscription(s) before the end of the minimum term (other than where you have a right to do so under your contract), we may charge you early termination charges. These early termination charges will be calculated based on the terms set out in your contract. We will give you reasonable notice in writing before making any charge.
We're sure that you'll continue to enjoy all the great services that Sky offer - if you need any further help, please visit sky.com/help.
The Sky Team

Sky + , without a TV package presumably is for the PVR functions on the Sky box,so you can use it as an 'Freesat' type box with pause, rewind, record functions, it is normally about £10/month, but not much use if you don't have a TV or have given away the Sky box.
I would imagine this is not a very common deal, as most would think it poor value when you can buy a PVR for not that much more than a year's 'rental' of Sky +, (£120+)
If you are confident they never 'sold' you this, but added it without your knowledge, asking for a review or a transcript of the call between you and them is all you can hope for.
As they have put you on the deal you wanted without penalty, there isn't much you can do until they review the call and if they accept you never agreed to Sky + , they should refund the months you paid for Sky +, if they say you did agree to Sky +, then you have been lucky they didn't hold you to term on that item and apply early termination fees

brenda50

Thanks for the replies.

teddysmum

Yes you are right and it was not half price, my mistake, but it has gone up since November. £6.40 was the amount offered though in the phone call.

iniltous

That's a great suggestion to ask for a transcript. What I think has happened is that after the original call they decided that they had given away too much (I was amazed at it) for what I was getting. The caller had to go away to get permission to offer me the line charge as well as free broadband but said it was a special offer for the day as I was threatening to leave.

I will ring today to ask for the transcript.

andrewmp

There's a deal where they knock £10 off your line rental and give you Sky+ for "free".

The agents (not sure how) can knock the £10 off your line rental but not add the Sky+ deal, they did that for me. I'm guessing someone has tried to do that for you but failed. If what you recall is correct they'll sort it once they listen to the call.

When they did it for me they said they had to "log into a different system". Sky+ wasn't mentioned but the £10 off line rental deal is usually offered with Sky+ retention, so you in effect you get Sky+ for nothing.

teddysmum

andrewmp wrote: »

There's a deal where they knock £10 off your line rental and give you Sky+ for "free".

The agents (not sure how) can knock the £10 off your line rental but not add the Sky+ deal, they did that for me. I'm guessing someone has tried to do that for you but failed. If what you recall is correct they'll sort it once they listen to the call.

When they did it for me they said they had to "log into a different system". Sky+ wasn't mentioned but the £10 off line rental deal is usually offered with Sky+ retention, so you in effect you get Sky+ for nothing.

That would account for the £6.40 (£16.40-£10),which would now be £7.40 with the late 2015 price increase.


This would give bills of £14.40 and £15.40, inclusive of calls, before and after the price increase.

brenda50

I have spoken to sky who say that they will charge up to £50 for a transcript. Can they do this?

lee111s

£10 for a data subject access request.

andrewmp

brenda50 wrote: »

I have spoken to sky who say that they will charge up to £50 for a transcript. Can they do this?

Surely it's up to them to prove you agreed to a contract?

brenda50

I've got a confirmation email which I unfortunately did not read the small print but the terms stated do not add up nor does the sky+ part state it is a years contract. They cleverly did not quote the monthly payment.

[Deleted User]

andrewmp wrote: »

Surely it's up to them to prove you agreed to a contract?

The burden of proof is with the complainant not Sky. As a result, she'll need to request a Subject Access Request (SAR) if Sky refuse to provide the transcript. A SAR costs £10.