Cancelling SKY Three Month Free Trial

Paul_Varjak

As a SKY Freesat customer I took up an offer from SKY for a 3-month free trial on 21/11/07

The terms of the offer are that I can cancel the trial at any time within the three-month period but if I do not cancel then I have to take out a SKY package for 12 months.

I tried ringing the number to cancel but no-one ever answered so I wrote on 12 January (well within the three months) cancelling any contract.

Yesterday I actually got the £50 M&S vouchers (which is part of the deal) and the offer makes it clear I am still within the 3 month cancellation period.

After receipt of the letter I rang SKY and asked them to confirm that my contract has been cancelled. After asking me to hold on, I was eventually told that the contract would be cancelled - they also confirmed receipt of my letter confirming my request to cancel.

Today I have received another letter saying I cannot cancel the contract because I am still within the 12 month contract period. They said I can only ring to cancel after the 12 months is ended by calling them on the following number: .

Yes, the number I can call them was consisted only of a FULL STOP!

Well, at least I still have a copy of the original terms of the offer and the letter I got yesterday still saying I can cancel within the inital 3 month period. I also sent my letter of cancellation by recorded delivery and I noted the name of the person I spoke to at SKY yesterday who said contract would be cancelled.

Noz

It could be just a crossed letter Paul, ring Sky again to get it confirmed

connacher

i agree about the letter, you need to remember the majourity of skys contracts are 12 months and a lot of the letters are standard, i would advise to contact sky customer services to confirm it has been cancel before the 3 months finished

caterina182

Paul, after spending more than 3 hours on the phone to them and getting inconsistent and different answers, I found an email in a forum. I was doubtful that I was gonna get a reply, so I added the option to receive a read / receipt confirmation. The first email I got said that they had deleted my email without reading it. So I patiently sent it again. I mentioned all the times I had called, quoting times and names, as well as the times I had written. I attached the letters I wrote (in Word format).
I did this at the beginning of December and around the 20th I got a reply which I couldn't read because the email got deleted (my work's spam filter). I did however saw my complaint reference number, so I wrote again asking for an update. Just 2 days ago they wrote the following:

Dear Ms X

Thank you for your email dated 16 January 2008.

As per my previous email I can confirm that your account has been cancelled and denotes a zero balance. The equipment is yours to do as you wish.

I hope that I have been able to clarify your concerns.

Kind Regards
Lorraine Hunter

Customer Liaison Consultant

I couldn't believe it was done like that. So easy. After so much trouble with them. I even went on holiday and was stressed about this!

Maybe if Customer Services give you bad news and tell you that effectively your contract is still on for 12 months and they can't cancel it, you may want to write to them.

The email address is: [EMAIL="AllCustomerCareEscalation@BSkyB.com"]AllCustomerCareEscalation@BSkyB.com[/EMAIL]

I really hope this helps!

Paul_Varjak

I did call SKY again and, after being passed from pillar to post, I eventually spoke to someone who could cancel the free trial.

The next time SKY have a similar offer I will take the £50 vouchers again for all the aggravation they have caused.

Raggie

Paul, any consolation.. I had the same proplems..

Except they sent me a final bill and a snotty letter demanding payment for an early cancelled contract.. wanting me to pay for the free trial!!!!

Many phone calls.. got it sorted, glad yours is too..