Advice needed please re confusing Sky TV and Broadband resubscription

Karen77

Hello

I am having difficulty with my Sky subscriptions and I wondered if others were having the same issue?

I have just come out of contract for Sky TV and Broadband (I subscribed to both at the same time, but they are on separate contracts).

I had an email notification on 13th April to notify me that the Broadband contract ends on 23rd May and the current price of £20.50 would be increasing to £46.00 per month and the email clearly stated 'From 23rd June you will pay £46.00 per month'. However, this increased payment came out on 23rd May! I called Sky Broadband and they told me that they take it out a month in advance - however this is contrary to what was advised in the renewal email! Is this allowed? The best deal the call handler said they could do for me was £31.00 per month with a £10 setup fee so I told him I would shop around. I also asked him to escalate the misleading email to a complaint and he said 'Sure - is there anything else I can do for you today?' - that was it!

Concerned about this, I checked my TV subscription changes. 

I logged into my Sky account to check the next estimated bill and £31.00 is due to be debited on 2nd June (I currently pay £20.50) and the following month's bill onwards are £35.00! I have had no notice of the TV subscription ending because the Sky advisor said they are not obliged to do so for the TV contract, only for the Broadband contract. 

I spent 50mins again on the phone to try and get a new offer which was difficult to make sense of - the advisor was changing the prices he was quoting mid-sentence! He eventually came to a figure of £52 per month for both TV and Broadband for the same service I receive now, which I accepted. Then my confirmation email came through and it says £71 per month!!

Am I the only person really confused by Sky's approach here and should I be going to the Ombudsman to complain as Sky don't seem to help me?

Please help!

Many thanks

Karen

Mark_d

If you don't like the Sky pricing or customer service, now that you're out of contract you are free to leave (giving notice as required)

Karen77

well yes, obviously, but I would rather not faff about changing my wifi password on every device I own and posting equipment back to Sky if I can figure out how to get a better deal...which is why I posted on this forum to see what other people's experience has been

carly

Can you contact then on live chat?   I find that this is the easiest way to confirm a new contract.  I have their offer in black and white ( which can be saved to refer back to ). I have time to ask questions about anything  I'm unclear about and time to make a decision.  I usually ask them to confirm  everything we have discussed before I say yes or no. They must hate me... but at least there are no surprises or disappointment  later on. They can't  can't backtrack later or charge me more than I have agreed to. 

iniltous

Have you checked what a new customer would pay for whatever TV package and broadband you currently have , £22.50 seems very low , the basic TV package is £15 , add around £25-30 for broadband, low £40’s seems like a ballpark , and you may have more than the basic TV package, £7 is the extra for the bigger TV ….without knowing the broadband package and TV package you currently have the price may be good , bad or indifferent, but £22.50 is unlikely to be offered again 

littleboo

Karen77 said:

well yes, obviously, but I would rather not faff about changing my wifi password on every device I own and posting equipment back to Sky if I can figure out how to get a better deal...which is why I posted on this forum to see what other people's experience has been

If you do change providers, you don't need to do that. You change the new router SSID and password to match your existing.

Bigphil1474

Worth double checking what Sky actually sent - could be it's £70 a month but with a £20 a month discount for the duration of the contract? My VM contract is something like £135 a month with a £60 discount each month.