Sky chat advisor tells me I cannot leave Sky broadband penalty-free

Isolis · 13 March at 9:28PM

I am used to re-negotiating my broadband price after a price rise notification via Sky's live chat, so I was very surprised with today's discussion I had below. Not only did they tell me they would not lower my price, they even said I cannot cancel my contract penalty-free.

I read in an MSE article that this has happened to others and that Sky were instructing their advisors not to give out false information. Apparently this advisor skipped the training.

17:04, Mar 13
[redacted]: Like many businesses we’re facing price increases across our businesses. This is a result of high levels of inflation, rising energy costs and increased costs to make and distribute our equipment and content. Sky has the lowest price increase compared to our major competitors and price rises built into their Terms & Conditions. I do completely understand from your side but at sky we always inform our customers about price increase whenever we give any product or renew contract there is an important key term we read which is - prices may increase during your minimum term. This means even if your in contract the annual price increase will be get applied on your bills and its for each and every customer at Sky. I hope this helps clarify things?
17:05, Mar 13
You: Am I able to switch supplier without penalty?
17:07, Mar 13
[redacted]: [redacted], that’s a really sensible question to ask — thank you for checking before making any decisions. I’ve had a look at your account, and your Sky Broadband Superfast (FTTC) service is currently in a 24‑month contract, which is due to end on 09 March 2027. Because the contract is still active, switching to another provider now would normally involve early termination charges, as the agreement hasn’t yet reached its end date.
17:07, Mar 13
[redacted]: That said, there are still options available to you. If you feel you’re not getting the speeds you were promised, or the service isn’t meeting your needs, our cancellations and retentions team are the right people to speak with. They’re able to review your situation in more detail, talk through any flexibility that may apply, and discuss alternatives
17:08, Mar 13
You: So the price increase notification doesn't mean I can leave free of penalty? I thought it did
17:10, Mar 13
[redacted]: A standard annual price increase notification doesn’t automatically give a penalty‑free right to leave. These increases are applied across the UK and are already allowed for within Sky’s Terms & Conditions, which is why they don’t trigger a free‑exit option on their own. That said, you’re still doing the right thing by reviewing your options. Some other providers do offer to cover cancellation charges as part of a switching incentive, so if you’re considering moving, it’s worth asking them directly whether they’ll buy out the remaining contract cost.
17:10, Mar 13
[redacted]: Alternatively, our cancellations and retentions team can review your account in more detail and talk through any flexibility or alternatives that may be available to you within Sky. I hope this helps clarify the situation?

Woodstok2000 · 14 March at 12:08AM

Thats an AI bot ( or a human following a set script). Ignore it and speak to them on the phone.

Isolis · 14 March at 8:39AM

It would be concerning indeed if Sky live chat agents have been given a script advising them to give people false information, that they can't leave without penalty.

noitsnotme · 14 March at 8:49AM

That looks like AI responses to me.

vacheron · 14 March at 9:14AM

Looks like AI, but it is correct.

If the contract you agreed to stipulated that they can put up the price each year by "RPI", RPI+"x" or some other defined amount, then you are bound by the contract as these are the terms which you agreed to.

If however they increase it by more than stated, they have broken the contract and you are free to leave without penalty.

JSmithy45AD · 14 March at 9:19AM

https://forums.moneysavingexpert.com/discussion/comment/81922474#Comment_81922474

Sky don't use RPI though (unless that's changed for some customers fairly recently), so they can cancel or switch having advised them of your reasons.

Detail_Merchant · 14 March at 3:26PM

Here are the Sky broadband terms and conditions - https://static.skyassets.com/contentstack/assets/blt7f2b03fd02c7fe60/bltc2bb2eb831b81a73/684a9ac1fc233037b4bfd722/download

If you go to page 38, you can see section 8.2 of the contract where it says:

8.2 You may give us notice to end this Contract immediately, including during your Minimum Term in which case you will not need to pay any early termination charges if:
(a) we make a change to this Contract which is not exclusively to your benefit unless it is purely administrative in nature or directly imposed by law and we have notified you of that right;

So a price rise means you can quit early without paying.

Detail_Merchant · 14 March at 3:35PM

https://forums.moneysavingexpert.com/discussion/comment/81922474#Comment_81922474

There is no reference to RPI, RPI+x or any defined amount in the contract.
On page 10, section 5 (Paying for Sky Broadband) part (b) it does say:

(b) Subject to Condition 10(c), we may increase your Sky Broadband Payment at any time for any
reason stated in Condition 15(a) or 15(b) by giving you at least one calendar month’s notice in
writing.

Obviously such a term would be completely unreasonable if combined with early termination charges. Hence the right to leave when Sky make a change to the Contract which is not exclusively to the customer's benefit.

So the chat advisor / AI bot is incorrect.