refusal cancelling sky services re price increase

iniltous

In the past Sky overtly offered discounts on one product (broadband) if you were a customer taking another product (Sky TV) , the question is, as you knew you wouldn't be keeping Sky TV past its minimum term, and you recall telling them that fact, , did they say your discounted broadband would go up to normal price when you ceased to be a TV customer or continue indefinitely, unfortunately that will difficult to resolve unless a transcript of the original call is available.

Did Sky sent any dicumentation when you took out Sky Broadband, it's normally in the T&C's , if the discount is only applied while you remain a TV customer, if it's in the T&C's they will probably stick to their guns, and say the onus was on you to read them, regardless of what a customer service rep may have told you at the time.

TBH , if they offered me a discount for being a TV customer, I would expect the discount to end when ceasing the TV service, even if the representative said the discount would continue.

mikemoreton

They didn't specify anything when I ordered broadband. I ordered on the web site. I also read all the terms attached to the offer. Nothing stated that I would lose the discount if I didn't renew my TV contract . I spoke to Sky last Monday and the call centre operator looked through the T/C and couldn't find any reference to the discount being on condition that I kept TV. He suggested that I would have agreed to this on the phone but, as I signed up online, its difficult to see how I did this!

takman

mikemoreton wrote: »

The broadband is ADSL. The cost of the broadband alone would be About £19 a month. Then there is line rental of 18.99 a month. Sky gave me a discount when I signed for broadband so they are only charging me £6 a month plus line rental. If I end TV they want to increase that by £13 a month.

That is pretty expensive even with the "discount". Standard broadband packages including line rental can be got for less than the £18.99 your paying for line rental on its own.
Have a look at this guide when your contract comes to an end:

https://www.moneysavingexpert.com/phones/cheap-broadband#standard

iniltous

mikemoreton wrote: »

They didn't specify anything when I ordered broadband. I ordered on the web site. I also read all the terms attached to the offer. Nothing stated that I would lose the discount if I didn't renew my TV contract . I spoke to Sky last Monday and the call centre operator looked through the T/C and couldn't find any reference to the discount being on condition that I kept TV. He suggested that I would have agreed to this on the phone but, as I signed up online, its difficult to see how I did this!

If you ordered online , obviously no phone call to listen to,I guess you don't dispute the discount was for being a TV customer , the web site presumably having 2 prices, one (discounted ) for TV customers and one ( full price) for non TV customers , the crux will be if somewhere when you ticked the 'I agree' box , that agreement in the T&C's included accepting a price rise if the TV service stopped.

I don't know how it will end up, in a way for the relatively small amount involved , you would think that Sky would offer to release you from the remaing few months of your broadband minimum term and let to migrate to another ISP, penalty free, I doubt they would let you contine at the discounted price indefinitely, but they don't always do the obvious thing ( even if it costs them more in time/resources etc) but holding you to term at the increased price is something they may try to do, especially if they can point to T&C's on the website that say that
Presumably you could just let your TV deal move onto a 30 day notice to quit contract, pay for TV (and keep the discounted broadband ) until the month before the broadband minimum term expires, then give notice to quit the TV and broadband , that way you don't commit to a new TV minimum term, keep the lower price for broadband , but obviously you are paying for ( but able to watch) Sky TV for a little longer than you would wish to

brewerdave

takman wrote: »

That is pretty expensive even with the "discount". Standard broadband packages including line rental can be got for less than the £18.99 your paying for line rental on its own.
Have a look at this guide when your contract comes to an end:

https://www.moneysavingexpert.com/phones/cheap-broadband#standard

I've got line rental,eve and w/e calls and u/l ADSL broadband for £19.98 pm.....and I'm sure it can be had for less than that!!:)

mikemoreton

I still have 12 months to go on my broadband so the increase is significant. The deal I took was the only deal on offer. I did confirm by phone, prior to signing up for broadband, that I didn't have to take Sky TV as well. I signed up on line to qualify for a £50 MasterCard. Incidentally, Sky initially said that the offer I took didn't include a £50 Mastercard. They changed their mind when I sent them a screen grab of the offer! I also have screen grabs of all the relevant T/C and nowhere does it mention that the discount relies on me keeping the TV service.

[Deleted User]

Either send a letter to:

Customer Complaints
Sky Subscribers Services Ltd
PO Box 43
Livingston
West Lothian
EH54 7DD

or an email to either:

jeremy.darroch@bskyb.com

estenquiries@bskyb.com

mikemoreton

Thanks for those links. If Sky continues to insist that I agreed to the discount ending and CAN PRODUCE evidence that I agreed then there is little I can do. If they can't produce evidence then I will certainly contact the links you have supplied me.

[Deleted User]

mikemoreton wrote: »

Thanks for those links. If Sky continues to insist that I agreed to the discount ending and CAN PRODUCE evidence that I agreed then there is little I can do. If they can't produce evidence then I will certainly contact the links you have supplied me.

I've found them very good at answering (and resolving) when I've used either the postal or email address although it's always via a phone call.

brewerdave

Colin_Maybe wrote: »

I've found them very good at answering (and resolving) when I've used either the postal or email address although it's always via a phone call.

Agree with Colin:)....worth firing off an email - I had major problems with Sky TV pricing last year, to do with the Sports package fiasco - ONLY resolved when Exec. Complaints got involved as a result of email to Jeremy Darroch:T