Cancelled Sky, can i expect a call from retentions

imavillan

Hello MSE members.

I am currently with Sky and have Ultrafast 145mbs at £32pm

My contract is finishing in mid December. They have offered me a renewal for the same speed at £38pm.

I have been in touch with them to try to get a better deal than that but the best they are offering me if at £35pm. I asked them to match what they are offering for new customers but they said they couldn’t. 

I have activated to cancellation and they have sent me the details confirming this.

Can i expect to get a call from customer retentions or is that it, the cancellation is on it’s way?

If they call and can match new customer offers i’d be happy to stay but otherwise i’ll move to either Vodafone or Plusnet who are offering better speed for less money.

Just wondering what are other peoples experiences .

Thanks in advance

southsidergs

Putting a cancellation in is the wrong thing to do if serious aboit switching providers all you do is place an order & let the gaining provider manage it then, sky will contact you if they wish. Putting a cease in means any orders to takeover would be cancelled as the line can only have 1 order on it at a time

43722

I did what you seem to have done. I did get a phone call, and eventually agreed a better deal.

imavillan

southsidergs said:

Putting a cancellation in is the wrong thing to do if serious aboit switching providers all you do is place an order & let the gaining provider manage it then, sky will contact you if they wish. Putting a cease in means any orders to takeover would be cancelled as the line can only have 1 order on it at a time

I am not fussed about staying or leaving. I just want the better deal thats suits my pocket and needs.

Surely I can still sign up to another provider and activate a new account in time before my contract ends and then if Sky call and offer a better deal continue with them and if not just go with the new one??

imavillan

43722 said:

I did what you seem to have done. I did get a phone call, and eventually agreed a better deal.

Thanks.

Did you sign up with a new provider or just get the call before you did that?

How long was it before you got a call and negotiated?

Cheers

iniltous

If you have asked Sky to cease your service , it really depends what Sky do with your request, if they have in effect sent a message to their  supplier ( Openreach ) to remove service, that instruction could stop you seamlessly moving to another provider , you would have a break in service while the the Sky cease order works its way through the Openreach system, before a new ISP could issue an order to Openreach to take over your ‘line’ , the proper process is you would ask the new provider to give you service and they liaise with Sky ( you don’t speak to Sky yourself ) , so although you are willing to move provider if Sky won’t give you a better deal, the way you have done it could result in a significant period with no service .

Sky probably will contact you ,they may not have actually told  Openreach to cease yet ,  because they intend to call you with a better offer , or they may be able to cancel a cease order for up to 10 days after they send the request to Openreach ( that’s if they can get you to agree to stay ) , the problem will be if you can’t agree or they don’t actually call back , then you will have a gap in service, because the new provider has to wait until the Sky order is completed.

This only applies to Openreach providers, not Virgin or an Alternative FTTP networks.

Raxiel

I've been on Sky FTTC 38mb for the last ten years, not currently in a minimum contract period. FTTP became available recently and I started getting mailshots from other ISP's. I called Sky to see what they could do, and not only were they not offering FTTP, they didn't seem to even try to be competitive on price (I no longer have TV either, so they can't discount that to make the internet service more attractive). 

I put in an order with Plusnet for a little over 10x the speed for £15 a month less and all I've had from Sky is a 'Sorry you're leaving' confirmation letter for both broadband and phone service, no contact from retentions, and the cooling off period has passed now anyway. 

They were similarly lukewarm about keeping me when I canceled the TV, get the feeling they focus on locking new customers in on 2 year deals and just assume everyone will provider hop outside those periods.

brewerdave

Raxiel said:

I put in an order with Plusnet for a little over 10x the speed for £15 a month less and all I've had from Sky is a 'Sorry you're leaving' confirmation letter for both broadband and phone service, no contact from retentions, and the cooling off period has passed now anyway. 

You do realise that Plusnet aren't offering a phone service with their FTTP offering ?

imavillan

iniltous said:

If you have asked Sky to cease your service , it really depends what Sky do with your request, if they have in effect sent a message to their  supplier ( Openreach ) to remove service, that instruction could stop you seamlessly moving to another provider , you would have a break in service while the the Sky cease order works its way through the Openreach system, before a new ISP could issue an order to Openreach to take over your ‘line’ , the proper process is you would ask the new provider to give you service and they liaise with Sky ( you don’t speak to Sky yourself ) , so although you are willing to move provider if Sky won’t give you a better deal, the way you have done it could result in a significant period with no service .

Sky probably will contact you ,they may not have actually told  Openreach to cease yet ,  because they intend to call you with a better offer , or they may be able to cancel a cease order for up to 10 days after they send the request to Openreach ( that’s if they can get you to agree to stay ) , the problem will be if you can’t agree or they don’t actually call back , then you will have a gap in service, because the new provider has to wait until the Sky order is completed.

This only applies to Openreach providers, not Virgin or an Alternative FTTP networks.

Thanks,

If i am reading it right, it sounds like from what you and @southsidergs have said i'd be just as well putting in a new order with a new provider and taking it from there.

As i've mentioned either way i'm not fussed, so if i go with a new provider and give them the date??

iniltous

If you can get a better deal with someone else , and are happy that if Sky don’t come in with a last minute offer , then thats their loss not yours , then contact the new company , but it’s possible that if Sky have already started your cease process then the new company order could  fail ( because of the Sky order ) .
You can tell the new provider when you want your deal with them  to start, or wait until about 2 weeks before the Sky out if contract date and then contact them ( waiting until the end of November gives a while for Sky to try and retain your custom )
if Sky have started the cease process you need to be careful if you call them  to cancel this cease ( so you can then contact a new company without their order being rejected ) Sky may take cancelling the cease as a new deal and try and charge you for leaving .

As stated , there is no way to know if Sky will make you  an offer too good to pass up , or will just  cancel your service , personally I think I’d wait until the end of November, if they haven’t been in touch by then ( and offered an acceptable deal ) contact the new company and hope Sky haven’t already started your cease 

Raxiel

brewerdave said:

Raxiel said:

I put in an order with Plusnet for a little over 10x the speed for £15 a month less and all I've had from Sky is a 'Sorry you're leaving' confirmation letter for both broadband and phone service, no contact from retentions, and the cooling off period has passed now anyway. 

You do realise that Plusnet aren't offering a phone service with their FTTP offering ?

I do.

The only people who ever call our landline are the MIL and scammers from "Microsof internet", she'll have to learn our mobile numbers instead.

Other providers that offer both full fibre and phone service for our address (of which sky don't stand among) charge about £15 more than plusnet for the same speed, or a much lower speed for the same price.

I did actually get another 'please don't go' letter from Sky about an hour after my previous post, a full week after their acknowledgement. £25/month but still FTTC speeds.