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Sky TV retention deals ( post your haggling successes )

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  • prowla
    prowla Posts: 13,365 Forumite
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    prowla said:
    I have discovered that my sky account has been under the control of "customer priority" for several years - why this happened is unknown - but I am having problems getting it released to allow me to negotiate prices like anyone else.

    "I wanted to take this opportunity to remind you that your Sky account has been ringfenced to our team indefinitely. This decision was made to ensure that we deliver a consistent and high level of service tailored specifically to your needs."

    This would explain why I have not been offered a better deal than (combination) of £9 total off full bill



    I asked for my sky account to be returned to "normal full control" and have been refused telling me  :

    "I wanted to take this opportunity to remind you that your Sky account has been ringfenced to our team indefinitely.
    This decision was made to ensure that we deliver a consistent and high level of service tailored specifically to your needs This is a business decision and our position will not change in this regard. "

    Could someone please explain why PRIORITY CUSTOMERS should believe that this can be done ?





    Does the Financial ombudsman deal with this kind of blatant mistake or CISAS ?
    the biggest mistake from sky is admitting that it is a "BUSINESS DECISION"
    ie FINANCIAL on their side
    If you've told them you're a vulnerable customer in the past they'd do this and it's not something they'll backtrack on I don't think. It's certainly not something that any outside party would be interested in or have any say so on. Surely it's in your favour as you're talking to a higher level team in the UK?
    Here is the latest email from "priority customers"
    What could they mean by "emails becoming unproductive" - a very un-UK term ?
    Am I being told to stop emailing them ?
    Who the hell do these people think that they are ?
    Taking Admin of my account, (for business reasons) without asking for my permission - and then telling me to shut up and stop complaining 
    Does anybody believe that Sky have made a mistake with my identity or similar ?
    I have been a PAYING Sky customer for 22 years and have never missed a payment.
    I am aware that I can leave if I want to - but this shouldn't be my only option


    "Please refer back to our previous emails in relation to the your account being ringfenced, whilst I appreciate you are not happy with this decision, this is a business decision and your account will remain with ourselves as per the communication that was issued when being welcomed into the Priority team in June 2020.

    We are happy to assist with your account and recontract if you would like to proceed with the offer's advised previously or cancellation at end of contract if this is how you wish to proceed. However we do wish for the email's to become unproductive as this will delay any resolution being put in place for yourself. "



    Based on the inability to write properly, I'd doubt that is from someone of any seniority who is able to make a decision.
    It may be worth pushing back and asking to escalate the matter.

    Not true and I wouldn't be actively encouraging the poster given their posts here and on the Sky forums. They have been advised that their decision won't change regardless and any escalation can be ignored by Sky as they're already at the top level.

    Ask yourself why Sky would do this (hint, it's not because of age or disability).
    It's true that it's not properly written, which does suggest a lack of seniority.
    With these service providers it is very often a case of persisting until you get the right person.
    Were it me, I'd simply close the account and take my business elsewhere; Sky TV is not one of life's essentials and there are several alternatives available.


  • Max68
    Max68 Posts: 217 Forumite
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    Max68 said:
    Contract I took out last week on Sky Q is for 18 months as well.
    New customer contract or a renewed contract? Certainly online for new customers they're all 24 months (TV and/or broadband)
    sorry renewed via live chat.
  • majeedk
    majeedk Posts: 38 Forumite
    First Anniversary Name Dropper First Post
    edited 24 June at 4:47PM
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    Max68 said:
    Max68 said:
    Contract I took out last week on Sky Q is for 18 months as well.
    New customer contract or a renewed contract? Certainly online for new customers they're all 24 months (TV and/or broadband)
    sorry renewed via live chat.
    Hello. How to get onto this live chat? 
    I currently pay £47 for Sky TV and from 26th July it is bumping up to £72 and I would like to bring the price down. Been a customer for 10+ years and I haven't received any offers yet.
  • mits999
    mits999 Posts: 242 Forumite
    First Post First Anniversary Combo Breaker
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    majeedk said:
    Max68 said:
    Max68 said:
    Contract I took out last week on Sky Q is for 18 months as well.
    New customer contract or a renewed contract? Certainly online for new customers they're all 24 months (TV and/or broadband)
    sorry renewed via live chat.
    Hello. How to get onto this live chat? 
    I currently pay £47 for Sky TV and from 26th July it is bumping up to £72 and I would like to bring the price down. Been a customer for 10+ years and I haven't received any offers yet.
    The forum page is about what deal you got not link on how to get deal 
  • JSmithy45AD
    JSmithy45AD Posts: 533 Forumite
    First Post First Anniversary Name Dropper
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    majeedk said:
    Max68 said:
    Max68 said:
    Contract I took out last week on Sky Q is for 18 months as well.
    New customer contract or a renewed contract? Certainly online for new customers they're all 24 months (TV and/or broadband)
    sorry renewed via live chat.
    Hello. How to get onto this live chat? 
    I currently pay £47 for Sky TV and from 26th July it is bumping up to £72 and I would like to bring the price down. Been a customer for 10+ years and I haven't received any offers yet.
    https://www.sky.com/help/articles/contacting-sky

    They're not open 24 hours so doesn't always show.
  • css
    css Posts: 112 Forumite
    First Post First Anniversary Combo Breaker
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    Was paying £37 back in 2022 for 18 months, deal ended and us being stupid and caught up with life forgot to renew went up to £47 now in april £52.50

    Have the simplest package really - Sig, hd, kids, multi - normal Sky HD box not even Q

    Best deal was £47.50 haha after a lot of cancellation talk she said best to upgrade to q then multi will go down so full total for £42.50

    still too much for us so will cancel later today
  • MouldyOldDough
    MouldyOldDough Posts: 1,945 Forumite
    First Anniversary First Post Photogenic Name Dropper
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    Max68 said:
    Contract I took out last week on Sky Q is for 18 months as well.
    New customer contract or a renewed contract? Certainly online for new customers they're all 24 months (TV and/or broadband)
    Contrscts taken out now are all 18 months 
  • MouldyOldDough
    MouldyOldDough Posts: 1,945 Forumite
    First Anniversary First Post Photogenic Name Dropper
    Options
    prowla said:
    I have discovered that my sky account has been under the control of "customer priority" for several years - why this happened is unknown - but I am having problems getting it released to allow me to negotiate prices like anyone else.

    "I wanted to take this opportunity to remind you that your Sky account has been ringfenced to our team indefinitely. This decision was made to ensure that we deliver a consistent and high level of service tailored specifically to your needs."

    This would explain why I have not been offered a better deal than (combination) of £9 total off full bill



    I asked for my sky account to be returned to "normal full control" and have been refused telling me  :

    "I wanted to take this opportunity to remind you that your Sky account has been ringfenced to our team indefinitely.
    This decision was made to ensure that we deliver a consistent and high level of service tailored specifically to your needs This is a business decision and our position will not change in this regard. "

    Could someone please explain why PRIORITY CUSTOMERS should believe that this can be done ?





    Does the Financial ombudsman deal with this kind of blatant mistake or CISAS ?
    the biggest mistake from sky is admitting that it is a "BUSINESS DECISION"
    ie FINANCIAL on their side
    If you've told them you're a vulnerable customer in the past they'd do this and it's not something they'll backtrack on I don't think. It's certainly not something that any outside party would be interested in or have any say so on. Surely it's in your favour as you're talking to a higher level team in the UK?
    Here is the latest email from "priority customers"
    What could they mean by "emails becoming unproductive" - a very un-UK term ?
    Am I being told to stop emailing them ?
    Who the hell do these people think that they are ?
    Taking Admin of my account, (for business reasons) without asking for my permission - and then telling me to shut up and stop complaining 
    Does anybody believe that Sky have made a mistake with my identity or similar ?
    I have been a PAYING Sky customer for 22 years and have never missed a payment.
    I am aware that I can leave if I want to - but this shouldn't be my only option


    "Please refer back to our previous emails in relation to the your account being ringfenced, whilst I appreciate you are not happy with this decision, this is a business decision and your account will remain with ourselves as per the communication that was issued when being welcomed into the Priority team in June 2020.

    We are happy to assist with your account and recontract if you would like to proceed with the offer's advised previously or cancellation at end of contract if this is how you wish to proceed. However we do wish for the email's to become unproductive as this will delay any resolution being put in place for yourself. "



    Based on the inability to write properly, I'd doubt that is from someone of any seniority who is able to make a decision.
    It may be worth pushing back and asking to escalate the matter.

    I tried but was told that it had gone to the highest level and three was nowhere else to escalsye to.. 
  • Max68
    Max68 Posts: 217 Forumite
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    I think the way to look at this these days is a "good" deal may well be anything between £1 - £10 more than you are paying now for exactly the same package, taking into account that the previous Netflix non ads package that Sky were flogging a couple of years ago for £5 or £6 is now £10.50 with the cheaper Netflix coming with ads.  Unless you are very very lucky I doubt that you will get the same package for the same price or lower which sometimes used to be the case with negotiations with them.  Hence why after paying £55 previously and being offered £68-£78 before the 31 days cancellation policy I eventually took the £63 pm offer, which will probably turn into £65-£68 when mid term price rises hit.  I could have held on and sent the box back but unlike when I did that 10 years ago I couldn't really see a 50% off offer landing on my doormat.  

    It also has to be said that whoever you speak to on phone or live chat it is a lottery from day to day.  Also whilst cutting back on what you have to save money might seem a good idea check first how it affects your prices.  For instance my discounts on sports and cinema are linked so if I dumped cinema my sports price would go up, quite feasibly at a higher rate than what cinema actually costs.
  • JSmithy45AD
    JSmithy45AD Posts: 533 Forumite
    First Post First Anniversary Name Dropper
    Options
    Max68 said:
    Contract I took out last week on Sky Q is for 18 months as well.
    New customer contract or a renewed contract? Certainly online for new customers they're all 24 months (TV and/or broadband)
    Contrscts taken out now are all 18 months 
    All NEW Sky contracts are for 24 months, re-contracted subscriptions still appear to be for 18 months but I suspect that won't last.
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