Sky Fibre Broadband - Early Termination Fee

[Deleted User]

Hi guys,

I'm going to be out of contract in September with my Sky BB. They attempted to negotiate a new deal with me on Saturday when I called to reduce my SIM deal. My new SIM deal is sorted, well happy

Onto the BB; until Saturday I was on Sky Fibre Max and receiving around 50MB - 58MB download, 12MB upload - syncing between 60-72MB, but hey ho. Anyway, on Saturday I was offered my current setup but with a £5 a month cost reduction for 18 months. Great, I thought, so went for it... the retention's agent was reading through his T&C's spiel when he got to speed. He'd explained that the Max package I was on was no more and had been replaced by Superfast - the same package in all but name. However, during the T&C's talk he noted that my new speed would be 38MB... I challenged and he told me that was the info he had on screen and that it probably just needed updating from the BT side etc. He could see from my account history/line tests/current sync, that my line was capable of supporting a higher speed. Anyway, everything went ahead.

So yesterday, surprise-surprise my new sync rate was 38MB, I got about 36MB download out of that... wasn't happy. The phone agent I spoke to said there was nothing he could do because the was the best my line could support :mad: I got through to a Live Chat agent who 'fixed' my issue and restored my speeds. Yes, today my new sync speed was 50MB-something, which I assume would increase over time? But get this, in my account, my bill has sky rocketed! (excuse the pun.) I've been put on Sky Fibre Unlimited Pro (£50 a month!) - a product which isn't even listed on the Sky website?!

So after about an hour on the phone my bill is now -£5 per month but I'm on a lesser speed. Nothing they can do apparently? So I was out! I'm on a 31 day cooling off period on the new setup but my contract was out in September anyway. If I jump ship to Vodafone, which is looking very likely, what will I be looking at in way of penalty fees? I am still a TV and SIM customer, I just want to talk phone & BB off of them.

Thanks.

dverbs19

You're not alone!

Long story short...Sky's "old" fibre plans were clearly split between the 80/20 and 40/10 offerings from Openreach. They then bundled them both into the new 'Superfast' plan, however it seems there's something wrong with their systems and it's placing the majority of switchers onto the lower 40/10 (even if your line is CURRENTLY getting higher speeds). No doubt this is cheaper for Sky to purchase from Openreach yet the monthly fee is the same,

There's a whole thread going on over on the Sky forums where lots of people are affected. [Seems I cannot post links on here just yet but if you Google 'Sky Help Forum' the title is Switch From Pro to Superfast and Capped at 40mbps]

There are a few Sky employees on that forum and they've said that this is a problem with their system but there's been no official word and - worse - it seems they're not shifting from what was 'agreed' on the phone.

If you didn't know you were signing up to a different product I'd say that's mis-selling and you'll be able to terminate.

It's a toss up between how long you want to wait for Sky to fix the issue or jump ship. This is a massive cluster-f... on their part.

wongataa

slipd wrote: »

If I jump ship to Vodafone, which is looking very likely, what will I be looking at in way of penalty fees?

The Sky early termination fees are very simple. They are the value of the contract remaining - monthly payment x number of months left.

[Deleted User]

Early termination fees are here:

http://storage.sky.com/prod/helpcentre/UK_ETC_28_June_2019.pdf

[Deleted User]

Thanks both!