Broadband provider not honouring discounted rate

greenbananas678

I've been battling over several phonecalls for over a month now with an unnamed broadband company (Sky) and am seeking advice on my next steps.

On Monday 11/08/25 I was quoted £32pm for 500mb fibre broadband and £36pm if I was to take out the TV and Broadband bundle (deal at the time, believe it is no longer available). I was told on 3x occasions that I could cancel the TV bundle and keep the broadband for an even greater discounted rate of £21.50pm so I agreed and set up an account.

On Friday 29/08/25 I phoned up to cancel the TV bundle with no issues. Before the end of the call I asked what the new price of my broadband would be and I was told that it would be £32pm. I was shocked and complained, stating that I agreed to pay £21.50pm and referred to my original call on 11/08/25. They said the supervisor would listen to the call and he would phone me back.

On Tuesday 02/09/25 I phoned back as I still hadn't received a call. They apologized and put me on hold whilst they listened to the call back. They accepted that I agreed to a deal of £21.50pm but said that it was a mistake and they could not honour it, the cheapest they could do was £25pm. I complained that that was not what I agreed to. They said I could either take the new discounted rate of £25 or they would let me cancel free of charge. They agreed to let me have a think about it and call them back.

Today, Monday 15/09/25, I called to accept their offer of £25pm as I had rang every other broadband company and they either aren't currently connected in my area or they couldn't better the £25pm. Sky said on the phone that they had no record of the deal I was offered for £25pm. I said that their phonecalls are recorded and they can listen back to my call on 02/09/25. After half an hour on hold I was told that they would listen to the phone call and call me back within 5 days. I asked to be put on hold whilst they listened to the call there and then as they previously said the same thing but I didn't receive a call back so had to call them myself. They said they couldn't do that and I asked to be put on to a supervisor or a complaints team to complain about my experience as I wanted the issues resolved today and did not want to wait another week to finish the broadband saga. I received a complaint reference number and left it there.

I am now seeking advice as to whether it is legal or not to for Sky to agree to provide a service for £21.50pm and to not honour it but provide a higher price for the same service as an alternative? Also, if the saga continues into another month, am I within my rights to not pay the full price of £32pm for a service I agreed to pay £21.50pm for? I am becoming increasingly frustrated with the poor customer service and the clear desire for them to stand their ground and hope I give in and pay higher than I agreed to. I am torn if I should stand my ground and demand £21.50pm or if agreeing to £25pm is the best option in case they can terminate my contract and I have to go elsewhere for even more.

Happy to hear your advice!

ButterCheese

I had the same with VM.  They agreed to £30/month for broadband only (500mb/sec).  I signed a contract.  I was then billed £46 so I rang to complain and they had no record!  So effectively they destroyed a legally binding contract.  

If I were you I would accept the £25/month as this is still a good deal for fast broadband and unlikely to be matched.  Plus all the time and aggrivation, is it really worth going through all of that for £3.50/month?  I know we all want to stand our ground and I detest dishonesty by these big companies, but you also have to consider your own sanity

molerat

Do you not have e-mail trails of the deals.  When I have upgraded I have received e-mails of the contract whilst still on the call.

greenbananas678

molerat said:

Do you not have e-mail trails of the deals.  When I have upgraded I have received e-mails of the contract whilst still on the call.

The only emails I received were during the original call detailing the TV bundle deal. They said on the phone that one of the emails was sent but I didn't receive it so they had to read it over the phone (don't recall it being overly important). Apparently the first employee referred to the incorrect broadband and TV bundle for slower fiber broadband TV bundle deal and the 500mb fibre should be £25pm after cancelling the TV bundle (according to the Sky employee that offered me the £25pm deal, whether it is correct or not is up for debate).

Aylesbury_Duck

It doesn't sound like the £25 deal is still on offer, so I wouldn't base your decision on the assumption it is.

I think the lesson here is to grab a deal when it's offered.  As you've discovered, the extra £3.50 per month (making the deal £25) is a very good deal and better than you can get elsewhere, and without evidence of the two offers they've given you, I think you're probably on a wild goose chase.

Don't think that I'm defending Sky here...I have had similar with VM and have just accepted that it's how these places operate.  The only way to deal with these organisations is to vote with your feet.  If the £25 deal isn't available to you, cancel the contract and go elsewhere.  You will end up paying more, but if this is what their service is like at the start of a relationship, do you really want to sign up to a long-term contract?

You may find that formally cancelling triggers a change of heart and the reinstatement of a better price.

HHarry

Just to add - look at alternatives as well.  I’ve just switched to 5G internet - there seems to be more competition in the market so I’m paying £22.50 a month.  Rock solid connection, twice as fast as my NOW (Sky) broadband.

eskbanker

greenbananas678 said:

I've been battling over several phonecalls for over a month now with an unnamed broadband company (Sky)

An odd way of not naming the company!