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  • FIRST POST
    • ws.7
    • By ws.7 26th May 19, 1:41 PM
    • 9Posts
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    ws.7
    signed up for sky contract without knowing
    • #1
    • 26th May 19, 1:41 PM
    signed up for sky contract without knowing 26th May 19 at 1:41 PM
    hi all, hope this the correct thread for this post.


    i called sky for my partner`s mother Caroline last Wednesday to cancel the service, i had previously done this 2 years ago but was offered a very good deal, i think it was 34? for fibre, line-rental, unlimited calls and the tv entertainment pack in a 18 month contract, as this was in budget she decided to take up that offer.

    when i finally spoke to a human, she informed me that Caroline was still in contract, this was a bit of a surprise as it was over 2 years since the 18 month contract, i was then told that Caroline had sighed up for the movie channel last September this had trigged an 18 month contract with everything she was on but at full price, 76 odd a month.

    when i asked Caroline if she had spoken to anyone from sky about a new contract she says she did not, it was then that the sky rep in formed me that Caroline had signed up for the movie channel through the sky box.

    having never had sky myself i had no idea that you could sign up to a new contract on the sky box itself, Caroline told me that she remembered renting a few movie`s last year, but not agreeing to any contract, it was then that i remembered that the sky box has a pin code and Caroline can never remember it, i informed the sky rep of this but she told me that you didn`t need the pin code or a password to sign-up to a new contract, ( which i think is bonkers ).

    it was at this time that i informed the sky rep that among many of the medical things wrong with Caroline, (in the last 3 years 1 of them has been spent hospitalised), she suffers from cataracts, she has had one cataract removed 18 months ago and is awaiting the other cataract opp, in the last 3 years to read anything she has to use a magnifying glass and it is impossible for her to read any text on the TV.

    the sky rep informed me that a 31 day cooling off period was in place and if caroline didn`t want the service she could have signed out of it and a letter would have been sent out advising her of this fact, i asked caroline if she had a letter from sky, she said she could`t remember, then the rep told me it was not a letter in the post but an email, the trouble is as i explained to the rep is that caroline can`t see to check her email, (even if she could work out how to use her tablet ).

    in the end the rep offered to cancel the movie channel, and this would bring the cost down to 56 a month, i refused as this is still unaffordable to her as since she came out of the hospital Wednesday she has to have careers call 4 times a day and she needs money to pay for this service, that is why we had phoned to cancel sky.

    she then told me she would get a manager to call me in 2 days time as the was nothing else she could do for me.


    i`ll post the call from the manager next, sorry for the spelling or grammer.
    Last edited by ws.7; 26-05-2019 at 2:10 PM. Reason: correction
Page 1
    • ws.7
    • By ws.7 26th May 19, 3:08 PM
    • 9 Posts
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    ws.7
    • #2
    • 26th May 19, 3:08 PM
    • #2
    • 26th May 19, 3:08 PM
    following on,

    the manager called on friday for 38 mins, half of that time on hold while he was conferring.

    after filling him in on the situation, he told me sky had done nothing wrong, but he could offer to cancel the movie package for a cancelation fee of only 30 instead of 60, i refused this generous offer and he told me that he would issue Caroline with a deadlock letter, he told me this would be an email.

    1.
    my first thing i like to ask is, can you sign-up for a sky contract on an old skyHD box without a pin? the manager insisted that you would need the pin to sign-up on the box, opposite what the first sky rep told me.

    2.
    the manager told me that sky had done nothing wrong,
    i would like to know were does Caroline stand in all this ?
    is it worth pursuing this with an ombudsman?
    and what happens when she doesn`t pay? she`s not at that stage yet but maybe in 3-4 months.

    again sorry for the spelling and grammer.
    • JJ Egan
    • By JJ Egan 26th May 19, 4:27 PM
    • 12,526 Posts
    • 5,643 Thanks
    JJ Egan
    • #3
    • 26th May 19, 4:27 PM
    • #3
    • 26th May 19, 4:27 PM
    If she does not pay a legitimate contract . Credit record may be trashed for up to six years and debt passed to recovery .


    Difficult to understand the post and sequence of events .






    Key appears to be a live movie contract . Is that service on the box now ?? have you checked .
    • Moneyineptitude
    • By Moneyineptitude 26th May 19, 10:18 PM
    • 23,780 Posts
    • 13,131 Thanks
    Moneyineptitude
    • #4
    • 26th May 19, 10:18 PM
    • #4
    • 26th May 19, 10:18 PM
    Thanks for your post OP.

    Poor Caroline..
    • Colin_Maybe
    • By Colin_Maybe 27th May 19, 8:13 AM
    • 4,131 Posts
    • 2,385 Thanks
    Colin_Maybe
    • #5
    • 27th May 19, 8:13 AM
    • #5
    • 27th May 19, 8:13 AM
    following on,

    the manager called on friday for 38 mins, half of that time on hold while he was conferring.

    after filling him in on the situation, he told me sky had done nothing wrong, but he could offer to cancel the movie package for a cancelation fee of only 30 instead of 60, i refused this generous offer and he told me that he would issue Caroline with a deadlock letter, he told me this would be an email.

    1.
    my first thing i like to ask is, can you sign-up for a sky contract on an old skyHD box without a pin? the manager insisted that you would need the pin to sign-up on the box, opposite what the first sky rep told me.

    2.
    the manager told me that sky had done nothing wrong,
    i would like to know were does Caroline stand in all this ?
    is it worth pursuing this with an ombudsman?
    and what happens when she doesn`t pay? she`s not at that stage yet but maybe in 3-4 months.

    again sorry for the spelling and grammer.
    Originally posted by ws.7
    I'm on Sky Q myself but have checked and I have an 'offer' of adding Cinema for either 11pm with a brand new 18 month contract at full price or 19pm with no new contract (therefore keeping me on my current discounted rate) for a rolling monthly Cinema deal. To get to the offer I went to 'Your Account' which does require the PIN even if you've got 'Parental Controls' turned off. I don't know if it requires the PIN again to confirm but I had to enter it at least once to get to that point anyway.

    You should be able to check yourself by going to 'Your Account' if that's what it is called on the HD+ box. If you do need the PIN then unfortunately it looks like Caroline has signed up to a new contract and she would have to rely on Sky's goodwill to cancel the whole lot or reduce her to a minimum Entertainment package at anywhere from 11 to 20 a month for 18 months.

    If you're managing Carolines affairs to some extent then with her permission I would change the PIN (don't tell her what it is) and turn 'Parental Controls' off. This will allow her to purchase 'Box Office' events (PPV) and rent movies without inputting the PIN. However it does restrict her access to Buy & Keep purchases and of course accessing the 'Your Account' section where you can make changes to the package.
    • ws.7
    • By ws.7 27th May 19, 9:53 AM
    • 9 Posts
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    ws.7
    • #6
    • 27th May 19, 9:53 AM
    • #6
    • 27th May 19, 9:53 AM
    If she does not pay a legitimate contract . Credit record may be trashed for up to six years and debt passed to recovery .


    Difficult to understand the post and sequence of events .






    Key appears to be a live movie contract . Is that service on the box now ?? have you checked .
    Originally posted by JJ Egan

    hi thanks for your interest,

    last September Caroline must have mistakenly signed-up for the movie channel thinking she was renting a movie, she can`t see very well because of cataracts and deteriorating eye site, she can not read any text on her tv screen.


    i asked at the top of my post am i posting it in the correct place, am i?
    • ws.7
    • By ws.7 27th May 19, 10:04 AM
    • 9 Posts
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    ws.7
    • #7
    • 27th May 19, 10:04 AM
    • #7
    • 27th May 19, 10:04 AM
    I'm on Sky Q myself but have checked and I have an 'offer' of adding Cinema for either 11pm with a brand new 18 month contract at full price or 19pm with no new contract (therefore keeping me on my current discounted rate) for a rolling monthly Cinema deal. To get to the offer I went to 'Your Account' which does require the PIN even if you've got 'Parental Controls' turned off. I don't know if it requires the PIN again to confirm but I had to enter it at least once to get to that point anyway.

    You should be able to check yourself by going to 'Your Account' if that's what it is called on the HD+ box. If you do need the PIN then unfortunately it looks like Caroline has signed up to a new contract and she would have to rely on Sky's goodwill to cancel the whole lot or reduce her to a minimum Entertainment package at anywhere from 11 to 20 a month for 18 months.

    If you're managing Carolines affairs to some extent then with her permission I would change the PIN (don't tell her what it is) and turn 'Parental Controls' off. This will allow her to purchase 'Box Office' events (PPV) and rent movies without inputting the PIN. However it does restrict her access to Buy & Keep purchases and of course accessing the 'Your Account' section where you can make changes to the package.
    Originally posted by Colin_Maybe
    Thank you very much for the info and advice,

    i`ll try what you suggested regarding settings on her HD+ box.

    as for sky`s goodwill, i went over what she is having with the manager, he offered to chancel the movie package and nothing else for ONLY 30 cancellation fee.

    as it is only 4 a month and the contract has 10 months left,

    which= 40 - 30 = 10 ,

    so much for sky goodwill
    • ChrisK.....
    • By ChrisK..... 28th May 19, 11:27 AM
    • 606 Posts
    • 243 Thanks
    ChrisK.....
    • #8
    • 28th May 19, 11:27 AM
    • #8
    • 28th May 19, 11:27 AM
    As with any contract the onus is on the provider to evidence its existence so I would ask for a copy of the contract because you don't seem sure there is one. Then you can establish whether you have a position. Paper or verbal they need evidence of the agreement, without which they are going to have to concede
    Last edited by ChrisK.....; 28-05-2019 at 11:31 AM.
    • Boohoo
    • By Boohoo 28th May 19, 3:35 PM
    • 701 Posts
    • 137 Thanks
    Boohoo
    • #9
    • 28th May 19, 3:35 PM
    • #9
    • 28th May 19, 3:35 PM
    As with any contract the onus is on the provider to evidence its existence so I would ask for a copy of the contract because you don't seem sure there is one. Then you can establish whether you have a position. Paper or verbal they need evidence of the agreement, without which they are going to have to concede
    Originally posted by ChrisK.....
    Would there be a "copy of the contract" if the OP's Caroline purchased this through the Sky box?


    There have been a few posters on MSE and over sites i have been on where users have agreed to a 12/18 month contract when they have only been looking at offers on the box or there own sky online account and then they got an email saying thank you for signing up for your new tv or broadband deal when all they are doing is seeing what offers are about.
    • Colin_Maybe
    • By Colin_Maybe 28th May 19, 4:13 PM
    • 4,131 Posts
    • 2,385 Thanks
    Colin_Maybe
    Would there be a "copy of the contract" if the OP's Caroline purchased this through the Sky box?


    There have been a few posters on MSE and over sites i have been on where users have agreed to a 12/18 month contract when they have only been looking at offers on the box or there own sky online account and then they got an email saying thank you for signing up for your new tv or broadband deal when all they are doing is seeing what offers are about.
    Originally posted by Boohoo
    That did happen to me not long back online, the agent I spoke to said she'd seen it before. I started getting emails and texts from memory within a couple of hours of just checking what the offers were.
    • ChrisK.....
    • By ChrisK..... 2nd Jun 19, 8:39 AM
    • 606 Posts
    • 243 Thanks
    ChrisK.....
    If course, even if the agreement is made by phone, online or in a box, the provider has to be able to point to it, and establish that it is in fact an agreement. You can agree to a contract just by ticking a box and continuing to use a service but this has to be evidenced somewhere, even if it's just small print on their T and Cs

    Would there be a "copy of the contract" if the OP's Caroline purchased this through the Sky box?


    There have been a few posters on MSE and over sites i have been on where users have agreed to a 12/18 month contract when they have only been looking at offers on the box or there own sky online account and then they got an email saying thank you for signing up for your new tv or broadband deal when all they are doing is seeing what offers are about.
    Originally posted by Boohoo
    • ws.7
    • By ws.7 2nd Jun 19, 7:07 PM
    • 9 Posts
    • 0 Thanks
    ws.7
    Hi all

    Finally got on the sky box and checked if you need a pin to sign up to a new contract,

    Well you do so that means Caroline must have known the pin last September,

    but doesn't know it now, I've changed it in case she remembers it and sign's up for something else she can't afford.

    Not sure what to do now, anyone think we have a chance with the omnibsman?

    Thanks for all the advice so far.
    • Colin_Maybe
    • By Colin_Maybe 3rd Jun 19, 7:50 AM
    • 4,131 Posts
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    Colin_Maybe
    Reading back through this thread I'm surprised Sky agreed to send you a deadlock letter so quickly, have you skipped some conversations you've had with them?

    I'm not sure how Sky deal with deadlock letters and whether they'll continue a conversation with yourselves or have decided to let it play out. However it may be worth a letter to the complaints team.

    Write to:-
    Sky Subscribers Services Ltd
    PO Box 43
    Livingston
    West Lothian
    EH54 7DD

    Try and be succinct and accurate in your letter (not like your OP for instance ) and don't be tempted to use hyperbole as it does you no good whatsoever. Include your phone number and all of Caroline's info (presuming you are authorised on the account) and have all of the necessary info to hand as they will ask for the full password (yes, they really do, terrible as that sounds) plus other DPA requirements.
    • ws.7
    • By ws.7 4th Jun 19, 7:59 AM
    • 9 Posts
    • 0 Thanks
    ws.7
    just 2 conversations, first to raise the problem, then a manager rang me back, i don't think he liked my argument that someone can't agree to terms and conditions if they can`t read them.

    thanks for the info, i`ll try what you suggested.
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