11 Years Overcharged by Sky! £8.5K

Nilesprice

Hi All,


I just found out my grandparents have been overcharged by £65/month since 2006. I noticed they had a 'debit adjustment' on their bills when i rang sky to find out what it was. Turns out their multiroom box hasn't been emitting a signal since 2006 and sky have been charging them for 2 subscriptions. Apparently they wrote twice to them but my Grandparents don't remember. Sky are offering £200 as a goodwill gesture!!! Sure something more can be done?? This must be the biggest sky overcharge case ever. Thanks for your help as this is a massive amount.

Neil_Jones

What do you mean "emitting a signal"? Sky Multiroom hasn't needed a phone connection since December 2013 providing it can use a broadband connection instead. Do your grandparents have broadband?

Nilesprice

From what i can tell, only their main box is connect to broadband. The multiroom box is quite old but i'm almost certain it's not connected to anything.

Sparx

You need to give more information and clarify what you mean...

Are you saying the 2nd Sky box hasn't worked since 2006? If so has your grandparents made Sky aware? As they will not know this unless told otherwise. In which case would also mean they haven't been overcharged either

If you mean that Sky have disabled the 2nd box's 'viewing card' since 2006 rendering it useless - but continued to charge them since 2006 for it - THEN you have means to complain and escalate this further. I would expect a full refund plus interest or additional compensation.

Again if neither of the above is right - please elaborate

[Deleted User]

They must have unplugged the telephone connection at some stage, but as such a connection was part of the contract for Multi-Room (in 2006), they will have been penalised for this as if they'd given the box to friend or relative for use elsewhere.

Unfortunately, your grandparents' (lack of) memory of this doesn't secure them any legal right to a refund because it's still possible that their Multiroom was being used at another address for all those years .

Nilesprice wrote: »

i'm almost certain it's not connected to anything.

You need to check this, along with the whereabouts of the viewing card for that box.

Nilesprice

The 2nd box has worked since 2006 and was never connected to a phone line/wifi. It gets cut off every 3 or so months, which i was told was due to inactivity. I personally called Sky every Christmas for the last 3 years to reactivate the box and none of this was mentioned to me. I appreciate they should have read the letters, but surely there's some cut off or basic sense of duty of care?

[Deleted User]

Nilesprice wrote: »

I personally called Sky every Christmas for the last 3 years to reactivate the box and none of this was mentioned to me.

You are not the account holder, so why would it be "mentioned" to you? Your grandparents received a bill every month which will have itemised exactly what they were paying.

Nilesprice wrote: »

I appreciate they should have read the letters, but surely there's some cut off or basic sense of duty of care?

Obviously not. As long as the box remained disconnected from the 'phone line, it remained possible for it to be used at another address.

Nilesprice

Moneyineptitude wrote: »

You are not the account holder, so why would it be "mentioned" to you? Your grandparents received a bill every month which will have itemised exactly what they were paying.




Obviously not. As long as the box remained disconnected from the 'phone line, it remained possible for it to be used at another address.

Well my Grandfather would answer his security questions and pass it over to me. One would think it might come up over the last 11 years. All that was itemised on their bill is 'debit adjustment'. Nothing about a 2nd subscription.

In which case surely the mutliroom cost (also paid since 2006) would be in question?

[Deleted User]

Nilesprice wrote: »

Well my Grandfather would answer his security questions and pass it over to me. One would think it might come up over the last 11 years.

You said you've only been involved for the past three.

Nilesprice wrote: »

All that was itemised on their bill is 'debit adjustment'. Nothing about a 2nd subscription.

Your grandparents still knew the total they were paying each month. Are they "vulnerable adults" and, if so, have they been that way since 2006?

Nilesprice wrote: »

surely the mutliroom cost (also paid since 2006) would be in question?

No, they've been paying the additional PENALTY charge for not having their extra box connected via telephone cable.

I agree it's a long time. I agree it was ridiculously expensive. Unfortunately, it's something your grandparents have sole responsibility for because they didn't do anything about it.

Nilesprice

Thanks a lot. I guess i'm just in shock and feel like I should have paid closer attention to their bills

[Deleted User]

Nilesprice wrote: »

I guess i'm just in shock and feel like I should have paid closer attention to their bills

Have you had Power Of Attorney for the last eleven years?