Sky fibre cancellation charges.

Boohoo

Hello.


I have decided to leave Sky fibre broadband and started the switch.


I had issues withem them giving me the "free" speed increase last November which i had to pay for and after lots of calls i did get the refund.


My min term ends 17/02/2019 so last month i called to see what offers there were and i was quoted £51 for fibre, rental and anytime extra call so i said no i will keep what i have.


I did a live chat on 21/01/2019 and i was given the same deal i had which was £30 pm and i asked if i could start this deal on 17/02/2019 and was told no it starts today but i would put the end date for 22/02/20220 and asked again and was told the same date so i accepted the deal.


2/3 days later i got the contract about my new date but there was no end date so live chat again and was told 21/01/2020 is the end date and that maybe the dates confussed me so i said i have screen shots of this and he said i should make a complaint.


I made a complaint through live chat and while we were chating he asked me why/how i get this deal so early as my contract was to end in August 2019 and i had an 18 month contract. I said i would never take a 12 month discount on a 12 month contract only a 12 month discount for 12 or 18 month for 18 month discount. I asked if i could leave Sky and was told as i have a 31 day cooling off period yes i can.


I have checked my emails from Sky and there is only a 12 month min term contract and 12 month discount on all 3 parts and i also have a screenshot of this live chat stating the same.


I started the switch and got a txt and email stating that as i am leaving early charges apply. I called them and explained everything and was told that i could stop the new deal but if i leave i will have to pay the lat 6/7 months of the old contract. I said it was a 12 month so i should leave penalty free but she said i signed up for a 18 month contract so Sky must be lying to me. I explained that i have screenshots but she said that doesn't matter.


Long post, sorry, is there anything i can do about this or will i have to continue with the Sky new deal or leave and pay the cancellation charges but i dont know what they are as i just left the call and sat down to compose myself.

JJ_Egan

Originally out of contract 17 of this month .
Then took out a new contract 21st Jan 2019

From then on post is totally confusing .
Sky say 18 month you say 12 month .


Start with the exact deal you signed up to on the 21st .

Boohoo

JJ_Egan wrote: »

Originally out of contract 17 of this month .
Then took out a new contract 21st Jan 2019

From then on post is totally confusing .
Sky say 18 month you say 12 month .


Start with the exact deal you signed up to on the 21st .

Yes it is confusing.
The title should say cancellation and i can't seem to alter that.


Old contract ends 17/02/2019(I thought i signed up for 12 month but Sky say 18 month)


New deal started 21/01/2019(12 month discount on 12 month contract)


Sky want to charge me for ending contract (new) early inside the 21 day cooling off period.


The old contract was 12 months but Sky say 18 month and they dont know why i contacted them so early to renegotiate as i had according to them 7 months to go.


Sky said that i will have to pay 1 year charges for the new contract or 6/7 months for the old contract if the new contract is cancelled. I know this is very confusing but Sky are adament that i signed upto a 18 month deal/contract and not 12 last year and this is where the issue is.

Broadyx

Do you not have the original email confirmation or contract from when you took it out originally?

JJ_Egan

Cancel early but actually took out a new contract and now want to cancel that contract .

Boohoo

JJ_Egan wrote: »

Cancel early but actually took out a new contract and now want to cancel that contract .

Cancel what early?

Boohoo

Broadyx wrote: »

Do you not have the original email confirmation or contract from when you took it out originally?

I have the email from Sky about my fibre, rental and calls package from January 2018 which say start date 22/01/2018 and 12 month min term contract.
I also have a screenshot of the chat from that day that the advisor says 12 month discount on a 12 month contract but today Skay say that is not correct it was infact a 18 month term that i am on.


jjegan is i think saying that i called up to cancel 1st contract and now want to get out of this contract. I contacted Sky on 21/01/2019 as i thought i was in my last 20 odd days of my 12 month contract and wanted to see what was on offer to me as when i checked my bills for February i had billed the full amount for broadband,rental and calls from 17/02/2019 and this was showing on my 14/01/2019 bill which was taken from my bank on 28/01/2019.

[Deleted User]

Boohoo wrote: »

I have the email from Sky about my fibre, rental and calls package from January 2018 which say start date 22/01/2018 and 12 month min term contract.
I also have a screenshot of the chat from that day that the advisor says 12 month discount on a 12 month contract but today Skay say that is not correct it was infact a 18 month term that i am on.


jjegan is i think saying that i called up to cancel 1st contract and now want to get out of this contract. I contacted Sky on 21/01/2019 as i thought i was in my last 20 odd days of my 12 month contract and wanted to see what was on offer to me as when i checked my bills for February i had billed the full amount for broadband,rental and calls from 17/02/2019 and this was showing on my 14/01/2019 bill which was taken from my bank on 28/01/2019.

If you're certain that it was a 12 month contract and you still have the email and chat then send an email to:

jeremy.darroch@bskyb.com

or a letter to:

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

Boohoo

Colin_Maybe wrote: »

If you're certain that it was a 12 month contract and you still have the email and chat then send an email to:

[EMAIL="jeremy.darroch@bskyb.com"]jeremy.darroch@bskyb.com[/EMAIL]

or a letter to:

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

I have a screenshot of the 2018 offer but it shows 12 month discount for 12 months and the amount to be paid each month. I have an email from Sky the same day last year and it also says 12 month minimum term contract and nothing on there about an 18 month contract because if is was in the email i would of called to find out what was going on.
I would never take an 18 month contract with only a 1 year discount anyway.


This year when i called to see what offers i may have i was 1st told i could have the same fibre,calls and rental for £51 so i declined and then waited a few days and did another live chat and got the deal now which started 21/01/2019 and in both chats there was no mention of me having an 18 month contract or why was i contacting them early to see what offers i have.


Only when i got the email from Sky saying my new deal ends January 2020 did i make a complaint as the advisor said the new deal ends 22/02/2020 the 1st complaint email siad the same end date and i must of got it wrong but i have a screen shot of the confirmed end date.


Next i did a live chat complaint and only then was it mentioned that i had an 18 month min term contract starting Jan 2018 and the advisor said he doesn't know why i was given the new deal as i was 7 months left to run. The advisor then told me that the complaints team can not do anything about the wrong date(22/02/2020) and i should call the "value" team to discuss about getting a deal or to see what if anything they can do.


I asked about leaving penalty free and he said as i was inside the 31 day cooling off period no charges would apply. I asked about chat/call transcripts and was told i would have send a SAR to get these and they will take time.


After all that i decided to get a new supplier and after i done that i got sms/email saying i am still in contract and charges will apply so i called them and i either have to pay 11 months for the new deal i got or the cancel the new deal and i go back to the old deal that Sky insist i was on and pay 6/7 months at £51pm times 6/7 months so i will have to pay Sky lots of money to leave so Sky win either way.


My new supplier starts 21/02/2019 so i need to sort this out as the new supplier has a 14 day cooling off limit.


Thank you for all the replies so far.

Boohoo

Just to update this thread.


I called yesterday and was told that i would have to pay 12 months fibre,rental and calls package prices to leave early so that would be £30pm times 12.
I explaine the issues i have had with the incorrect dates and min term offers but she said that is what the pc says and that is what i would pay. She even tried to make out that Sky are doing me a favour of £30 pm when Sky should be charging me £51pm times 12.
As you cam imagine the conversation didn't last much longer.


Today i did a live chat complaint and the advisor could not be more different from yesterday's advisor.
She looked into my account and agreed with me that i am in my cooling off period and she would ammend the account so no ETF will be applied. I asked if i would have to pay any months extra and she said as my new provider takes over on 22/02/2019 Sky may bill me for 5 days and no more.


I also mentioned about the other 2 calls/chats i had and she said maybe the account had not been updated when i contacted Sky but she did say sorry for the misunderstanding and it should be sorted now.


This being Sky and talking to different advisors about my issues i will wait and see what happens.

Mister_G

I hope that you have a record of the live chat.