Leaving Sky - They haven't cancelled my contract and keep charging me. I want my money back!

skyap

Hi!
I'm looking for some advice. I know Sky are notoriously bad when it comes to trying to leave, but I have had leaving dates yet my contract keeps continuing!

I have an email saying my contract will end in August after cancelling it in the web chat. This came and went and I got charged again. I was cancelling my TV and broadband and with the broadband I had to cancel the cancellation in order for the new provider to submit it themselves to take it over, so I accepted that this had been where the confusion came. 

I was then assured it would be cancelled in Sept. The date came and went and my services were still there. Again, I got on the chat and questioned this and was told they would be disconnected on 9th Oct. I complained and said they should have been cancelled at the start of Sept and they said they would action it in 48hrs. 9th Oct Came and went and still no disconnection! 

What do I need to do? I keep being told that the cancellation request has been processed yet I keep getting charged and the contract is still live.

Can I get my money back since the contract was meant to terminate in August  and I have now been charged multiple times since then for a service I don't want and had been assured would be disconnected?

So how do I get them to action the cancellation, and can I get the money back for the months of service they have taken beyond my original request?

Keith_F

I assume you pay by direct debit?
contact your bank, tell them Sky have taken payments after your contract had ended and ask for them to be refunded under the direct debit guarantee.
tell them you have contacted sky for a refund, but they have not responded.
DO NOT LOSE THE EMAILS CONFIRMING THE CANCELLATION.

Neil_Jones

TV and broadband are two separate contracts.

TV requires 31 days notice which cannot end before your contract end date.

If you're moving broadband provider why are you speaking to Sky?  Just sign up with somebody else and they'll do what needs doing; all you're giving notice for for that is to cease the service altogether which is not what you want if you've found somebody else.

skyap

Neil_Jones said:

TV and broadband are two separate contracts.

TV requires 31 days notice which cannot end before your contract end date.

If you're moving broadband provider why are you speaking to Sky?  Just sign up with somebody else and they'll do what needs doing; all you're giving notice for for that is to cease the service altogether which is not what you want if you've found somebody else.

I gave notice for both to coincide with my contract end date. The broadband switch went fine and have been with the new provider for a few months. It's the TV side that is the issue.

skyap

Keith_F said:

I assume you pay by direct debit?
contact your bank, tell them Sky have taken payments after your contract had ended and ask for them to be refunded under the direct debit guarantee.
tell them you have contacted sky for a refund, but they have not responded.
DO NOT LOSE THE EMAILS CONFIRMING THE CANCELLATION.

Good thinking. I'll contact my bank for the refunds. I still need sky to end the service though!

Detail_Merchant

skyap said:

I still need sky to end the service though!

Do you have online access (username and password) to your Sky account at https://www.sky.com/mysky so that you can see your future bills?
Whenever I have changed contract details with Sky (including cancelling) the future bills have updated virtually immediately on there for me, even while I am still chatting with the Sky cs rep. So rather than having to wait for the agreed end date to pass, and then seeing if it has actually cancelled, you could check under "Bills & payments" > "View Bill" > "Next predicted bills" and see if there is a smaller final bill and then zero bills in the later months.

d123

Neil_Jones said:

TV and broadband are two separate contracts.

TV requires 31 days notice which cannot end before your contract end date.

To be accurate, you need to give them a minimum of 31 days notice which can’t end before contract end date.

nothing stopping you giving them 40 or 51 days (as examples) notice under their terms.

https://www.sky.com/help/articles/cancel-sky-tv

Cancellation period

A minimum of 31 days’ notice (cancellation period), which can’t end before your minimum term finishes, is required to cancel your Sky TV services.