Sky Mobile price rise - conflicting information

MoneySavingMouse

I have had a contract with Sky Mobile where I pay £10pcm since July 2022. 

I received an email in January saying that in February it will increase to £12.50pcm. 

I have called Customer Services twice, and both times have been told that the cost will definitely not be increasing, despite receiving two emails saying it will, and my future bills in the app showing the increased price of £12.50.

They also told me I am still in contract despite the email saying I am not. They said this email had been sent to everyone and I should just ignore it. 

Has anyone else had this, and what can I do? TIA 

flaneurs_lobster

If you are paying Sky Mobile £10/mth and they are providing a mobile phone service then you are in a contract.

It's poor if an email says otherwise, are you sure it didn't use the term "minimum term" or similar, the original minimum term that you signed up to?.

I'd assume that they are going to increase your monthly charge, you haven't had an increase for 30 months so one is probably due.

If you're happy with your service (amount of data, coverage, roaming etc) then you'll have to judge if you think it still offers value for money, go and check the comparison sights to see what might be available elsewhere.

Frozen_up_north

Looking at Sky SIM only, unless I cannot see it in the small print, Sky do not make it clear how much their annual price increase is. This is in contravention of OFCOM regulations.

https://www.ofcom.org.uk/phones-and-broadband/saving-money/telecoms-price-rises-what-are-your-rights/

flaneurs_lobster

Frozen_up_north said:

Looking at Sky SIM only, unless I cannot see it in the small print, Sky do not make it clear how much their annual price increase is. This is in contravention of OFCOM regulations.

https://www.ofcom.org.uk/phones-and-broadband/saving-money/telecoms-price-rises-what-are-your-rights/

Not obvious but the OFCOM rules address price rises that happen "in contract", what I understand means "within the minimum term of the contract". Sky Mobile do not increase prices during the minimum term (which for them is always 12 months).

They are, however, increasing prices in February (it says here https://www.gbnews.com/tech/sky-mobile-price-rise-2025 ) but that's for "out of contract" customers (who aren't really out of contract because they still get a phone service in exchange for monthly payment). 

MoneySavingMouse

Thanks for the replies. I am definitely out of contract so the price rise is legit; my query was more about the conflicting information from the call centre workers. Having now spoken to someone on the online chat, they have confirmed my price will be rising. I don't know why the call centre people give misinformation. 

My next issue is that I am now, as of last week, not able to change my data plan from the app or website... one of the selling points of Sky mobile is that you can change your data plan up or down each month, even outside of the contract. From the Sky website: 

"Change your mobile plan (Mix)

Always running out of data? Or just want to save a bit of money this month?

With Sky Mobile you can choose to change your plan every month, so you only pay for what you need."

Has anyone else had this issue/ resolved it? 

oldernonethewiser

As flaneurs_lobster stated you still have a contract, you are out of the minimum term.

I wonder if the ability change your monthly plan only applies when within a minimum term?  Have you seen or got written confirmation that it is possible on a rolling contract?

MoneySavingMouse

oldernonethewiser said:

As flaneurs_lobster stated you still have a contract, you are out of the minimum term.

I wonder if the ability change your monthly plan only applies when within a minimum term?  Have you seen or got written confirmation that it is possible on a rolling contract?

Yes, I have seen it in the terms somewhere that it is still possible to change your monthly plan when outside of the minimum term. 

The section of the website and app where you can change your data plan were both working on 28th January, then not working on 2nd February... these dates are insignificant for my minimum term which ended last July. 

I have seen a post on the Sky forum saying the same.