Sky Complaint taking advantage of an elderly person

northeast_villafan

I have today spoken with one of my elderly neighbours who is clearly paying too much for her tv through Sky. I advised her to contact them and explain the situation which she did during the week.  She informs me that the person she spoke with didn’t listen to her and instead tried to sell her additional products/services that she does not need or want. She has become very frustrated by the whole process and feels sky are taking advantage of her because she is elderly and on her own and with the COVID situation doesn’t want physical contact with me been in her presence to talk with Sky on her behalf.
Has anyone else experienced this and knows how to complain and get this sorted.

Neil_Jones

northeast_villafan said:

I have today spoken with one of my elderly neighbours who is clearly paying too much for her tv through Sky. I advised her to contact them and explain the situation which she did during the week.  She informs me that the person she spoke with didn’t listen to her and instead tried to sell her additional products/services that she does not need or want. She has become very frustrated by the whole process and feels sky are taking advantage of her because she is elderly and on her own and with the COVID situation doesn’t want physical contact with me been in her presence to talk with Sky on her behalf.
Has anyone else experienced this and knows how to complain and get this sorted.

Define "clearly".

Sky are under no obligation to offer discounts to anybody whether they're 18 or 118.  People are obviously happy to pay £80 a month for everything, otherwise it wouldn't be an option for Sky to sell.

Easiest solution to try and get a better deal is threaten to leave for somebody else.

Or if your neighbour has a cordless telephone, get her to bring the handset outside and put it on speakerphone if you want to talk to them on her behalf.

JJ_Egan

Of course the ISP knows the age of its customers .

macman

Clarifying 'paying too much'. Do you mean that she is subscribing to stuff that she doesn't watch? If so, she can either downgrade or cancel Sky entirely, if she is out of minimum term, which appears to be the case. You can discuss the account with Sky once she gives her authorisation for that.
What channels does she actually want? It may be that Freesat from Sky will be sufficient, and it is available for free. Does she use catch-up or on-demand? Again, if not, then no subscription may be needed.