Could I claim this money back from Sky?

BeingMe

Hi everyone. Hoping someone might be able to tell me if I can reclaim some money from Sky.

I initially took out phone and broadband with Sky in September 2013. At some point, they offered me a good deal on their TV package so I also signed up to that. I have never received paper or electronic bills, the whole fee comes out by DD.

Then around 18 months/2 years ago, my phone line stopped working but my broadband was ok. I called them about it but they said there were no issues with my phone line as broadband was still working and it must be my handset. I don't use my landline much anyway so it was one of those things I never got round to following up.

For various reasons, I'm now struggling financially and so called to cancel the tv package and sort the phone line as I'm thinking of moving providers to get something cheaper. They are sending an engineer this week and I was told I could reclaim the phone line fee from the time I reported the problem. I'm not sure if they will accept the first time I called 18 months ago or will consider my report as from this week.

I also asked what I was currently paying for the phone line and broadband and was told I'm being charged £8/month for a call package I don't think I ever asked for and £1.25 for voicemail which I definitely didn't ask for or need as my handset has an answer machine. I asked if I would be refunded this money as I was paying for a service I neither knew about nor was able to use but they told me I should have cancelled it.

Where do I stand on this issue? If I'd been aware of these extra charges, I would have cancelled them immediately but as I do not receive itemised bills, I had no idea. Any advice greatly appreciated!

giraffe69

Aren't itemised bills available online in your account?

onomatopoeia99

When I log in to my account on the sky website, it gives me an itemised bill.

Oakdene

You log into your sky account & look at the bills there...

They are all there when I log in. You have to, of course, create an online account first which you should have done when you signed up to Sky & received their welcome email...

BeingMe

Thanks everyone. I think I have an online account but I don't use it and can't remember my passwords or user details. I receive emails from sky about upcoming programmes, no mention of bills or changes to bills. I don't have any other providers that operate this way, I either get a paper bill or an email/text reminder that my bills are available to view online.

The tv offer was something like £5/month for a year so once that lapsed, my bills increased significantly but I assumed that was the increase in the package price since I don't receive bills. The broadband and phone was taken out on an offer so I wasn't paying the £8+£1.25 initially and I'm guessing it was added once the offer period had lapsed. At no time were any reminders sent about this.

What do you think with regards to the services I've been paying for without being able to use? If my phone line had been working, then I'd have no issue but as it stands, I've paid a lot of money for something I couldn't use even if I'd wanted to. Just not sure where I stand on this issue legally.

Bigphil1474

I suspect they are right about the phone line being okay as well - if your broadband is working, it will be the handset that is faulty. Easiest way to check is to buy a cheap handset or borrow one, plug it in and see if it works. Last time we had a problem with our line, it was the line and we used 3 handsets to check - basically because they told us they'd charge us if they sent an engineer out and the line wasn't at fault. As it was, there was a dodgy fuse on the telegraph pole, so no costs incurred.
In my experience, just because you didn't use the services, doesn't mean you can get a refund - you will have itemised bills somewhere, just not necessarily on paper. Like the others have said, they are usually available on-line, and always worth checking - I check every month, which meant I picked up my provider charging me £5 for a service which was agreed would be free for 12 months. I'm afraid the onus is generally on you to cancel a service you don't want, rather than them assume you don't want it.

Oakdene

When you signed up, they will have said after 12 months your package (as it stands now) will rise to £x.

Did you try a different handset in the phone line?

As you've only just realised this now I doubt they will give you anything back as you asked for a product/service which they have provided.

BeingMe

When I first reported the problem, they also said it was the handset but a quick google showed that lots of other people had the same issue, i.e. no phone line but broadband in order. The handset was relatively new so I don't think it is that. I went through all their trouble shooting instructions but to no avail.

I was worried that would be the case with a refund but it feels quite unfair since I tried to get the problem rectified ages ago but they wouldn't send an engineer as my broadband was working. It wasn't just that I didn't use the service, I couldn't. I definitely did not ask for the voicemail service either. I'm going to do my best to argue the case and leave Sky either way. Thanks for the replies everyone.

teddysmum

Emails was sent out (I got two ) saying that the calls packages were changing and that if you didn't tell them you would go onto the next relevant one above yours or would be charged if your calls were initially free (old evening and weekends packages). There was a separate one explaining that the 1571 would be chargeable, unless you chose to cancel.


If you can't get into your online account, use the forgotten user name/password links and they will email details.

christaitfife

Sky, as your phone provider, are responsible for the service and the wiring up-to the master socket. To me, it sounds like you have a wiring issue, but it is likely to be after the master socket. You can ask Sky to send out an engineer - but you will have to pay. If a fault is found before the master socket they will refund you.

In terms of the phone package 'you didn't ask for'. Sky rarely look at accounts and randomly add services - you must have signed up for it. It may have been known as something else, or perhaps you have agreed to an offer and a discount ended.

I doubt you will get a penny back - sorry.

mije1983

christaitfife wrote: »

In terms of the phone package 'you didn't ask for'. Sky rarely look at accounts and randomly add services - you must have signed up for it. It may have been known as something else, or perhaps you have agreed to an offer and a discount ended.

'Rarely'? You mean sometimes they do add random services to accounts for no reason?

In all seriousness though, Sky changed their call packages about a year ago now I think, just as I was leaving them. They sent notifications to people about the call plan changes which explained it all and what to do if you wanted to change. I believe I had a letter and email(s) about it. The voicemail charge probably came in 2 years ago at least.