If you still want to cancel your subscription, you will need to give Sky 31 days' notice, unless you are within your cooling off period. Thank you for your responding email regarding the arranged refund of 1.28GBP. Right, now that will get my point across, surely…. Sky Help Centre I apologise for the inconvenience this has caused to you and hope below my reply clarifies the position for you. That means you have the right to cancel your order for TV services and any related equipment or content, without giving any reason, any time up to 31 days from the later of: (i) delivery; (ii) installation; or (iii) confirmation in writing of the relevant terms and conditions for that product (which includes making the terms and conditions available to you in My Sky). I’m confident Louise is going to help me…. You’ve sent lots of emails talking about some other irrelevant offer and claiming to have no notes on my case and refusing to help, telling me you hope I understand your position. I would also be refunded for the cost of the mis-sold package. To cancel your Sky TV subscription, you’ll need to give them 31 days’ notice - unless you’re in the ‘cooling off’ period. I keep trying to press on to stand up for what’s just and right, but my head gets tired of banging itself against walls. Surely that’ll work? I look forward to receiving this information at your earliest convenience. The calls have been listened to and confirmed so I’d expect a full refund. As well as writing this blog I’m a freelance copywriter and I run a paddleboarding school. I have the dreaded ongoing issue of my Sky Q box and mini boxes dropping connection (see my numerous posts), either between the Sky Q and Sky Mini boxes or with my BT Router. If you’d like to get in touch before then please give us a call on 03332 022 152 and we’ll be happy to help. We value you as a customer and assure you that your feedback has been taken into consideration. Now Roopa wants in on the chat. Has anybody listened to the sales calls I was told would be investigated months ago? Once this term is complete you can cancel your contract with 31 days' notice. Amazing I thought, OK, deal! As it turns out out, there was no HD movies or Sports (the very items I agreed with the agent were my reason for agreeing to pay for the package) or 7 day cooling off period – so, in brief: SKY agree to listen to the call and refund accordingly but instead ignore him for 5 months (seriously – heard nothing at all until I nudged them), Customer reminds SKY who deny all knowledge of the case (I was shuffled from advisor to advisor, each denying they knew anything about it!). I agree. I was sold something that didn’t exist. I apologise for the inconvenience caused. As informed previously as the HD offer has been ended due to which in order to view Sports or Movies in HD, HD package is required. I am having issues with Sky, it’s now my fourth complaint after Sky have mis sold a package to me. Roopa europa.eu. Let’s just clarify again what I’m saying. Rajesh I tried to contact you this evening to discuss this matter, however, I could only leave a voice message. Long standing customer realises he’s … I am not talking about any kind of month trial or whatevees and sport for (about) £14 per month on a rollingr it is you’re referring to. A UK based team who dealt with it might be a start. Is that SKY’s final decision on this mis-selling issue? Most Sky TV and broadband packages typically come with an initial 12 or 18-month contract commitment. Words fail me really, as does the will to continue trying to get a reasonable response from anybody, in any Sky team, anywhere in the world. 4. Amazing. Sorry they said, there’s no ‘cooling off period’, and they promptly charged me for 2 months of this TV package that some little tyke had bullshitted me into over the phone. A minimum of 31 days’ notice (cancellation period) is required to cancel your Sky TV services. I would like to inform you that the trial offer was created when Entertainment Extra+ was launched in April to ensure that the customers’ channels were displayed at the top of the EPG (for example Sky Sports 1 was channel 401). For me! It was found that during the call on the 28th March 2014 you were advised both the cost of your viewing package with HD and without. I can advise that I have handled and registered this matter as a formal complaint. The cooling-off period starts the day after you agree to go ahead with the service. You were also advised that this would not begin a new 12 month contract. You said it would take up to 40 days for you to listen to the calls and get back to me. I suppose we’ve come this far, may as well play ball, just in case he’s actually sat next to Stephen…. SKY offers a 31-day cooling-off period following the SKY service order. This is a very interesting article and shows how I can expect my complaint to be handled. Eventually, after 20 minutes wading through answering machine options I reach a human called Shosip (pronounced Yoseep) a helpful chap in intent who searched his entire SKY directory looking for a Lesley Hume or even just an Executive Support Team that he could put me through to, to no avail…. This must be fully completed and returned to us at the address provided. This can normally take up to 14 days to be returned but I will contact you to discuss this and any necessary action as soon as the feedback from this is received. Cut to a few days later and movies and sports are still not in HD. They said they’d need to listen to the phone calls and that if it turned out I’d been mis-sold to, I’d get my refund. Right, time to make a formal complaint. Then I decided that £70 a month was too much and regular old Freesat combined with Netflix for £6 was ample for us (I can cope with Match of the Day) – So I cancelled it. Dear lord Lynn. Has anybody listened to the sales calls I was told would be investigated months ago? Thanks in advance of your time and advice. So I reply…. http://www.sky.com. Go here. I can understand how you feel and appreciate your understanding in this matter. If you want to cancel a credit agreement, the Consumer Credit Act gives you a 14-day cooling-off period to cancel the agreement. I would like to clarify that we record some calls for training and quality purposes only, therefore recorded telephone conversations cannot be requested to verify conversations. Yet so far, you know more than him about what’s been going on – good eh? I apologise for the inconvenience this has caused. In subsequent phone calls I was told that I would be refunded completely if it was discovered I had been mis-sold to. I was also told that there would be a 7 day ‘cooling off’ period on the package he was selling to me. Thank you for your patience while we have been investigating the discussion you had with an agent within the Sky Help Centre on the 28th March 2014 regarding your Sky Viewing Package. If you have any questions or comments before we contact you, please call us on the number provided. If you confirm you wish to do this, we will send the form to you within 5 to 7 working days. But alas, it seems it’s their final word…. I was informed by your telesales staff that the offer he was selling would include movies and sport in HD. I am sorry that you continue to be unhappy with the advice and refund I have provided. Sky … How do I apply a Cool-Off period to my account? Please don't cancel your Direct Debit or any other ongoing payment with us, as further payments may still be due. I have requested that the call in question be located and investigated so that we can confirm what was advised with regards to your viewing package. http://www.sky.com. If you only ordered TV services from us, you can cancel your order any time before your viewing card has been used to receive the TV service you asked for. I am wondering if I should try Sky Broadband to see if it sorts this issue out once and for all. General Condition 9.3 (terminating a contract outside of the cooling-off period) Following an investigation, Ofcom has provisionally determined that there are reasonable grounds for believing that Sky contravened GC9.3 of the General Conditions between 1 May 2015 and 31 July 2015 in respect of landline and broadband services. If you stop receiving or cancel a Sky service before your contract ends (minimum term), you might have to pay an early termination charge. 56 days from start of cooling off period, or 25 days after the cooling off period ends (earliest available install date). I am very unhappy at how I was lied to by sales staff, had to spend hours talking to various people who have said they would investigate, report back and refund, NONE of which has happened. europa.eu. You must be sure to follow correct procedure for cancellation (see below). Joke! For most Sky products, the minimum contract period is 12 or 18 months, unless otherwise stated. It’s time that these corporations were given a bad name because it is true, their customer service STINKS. 4 months later and I’ve heard nothing. When I called to let you guys know I hadn’t received what I’d ordered, I was told I would have to pay 2 months up front (for the mis-sold package) and this would be refunded once the calls had been listened to and confirmed. Win/win. However, could I just ask: If I called you up and told you I would send you a lovely pair of Wellies for £14.28, and that for a further £1.28 I’d send you a pair of Jimmy Choos, and you opted for the Jimmy Choos (safe in the knowledge that there was a 7 day ‘cooling off’ period) and I sent you the wellies and charged you £35 – would you feel cheated? Using the Live Chat Portal 2 Click on “live chat.” You will see this displayed on the right-hand side of … Go to Your package. Lesley dealt very patiently with me but was adamant that their refund of £1.28 was as much as they would be prepared to refund (of the £32 they took from my account for the Mis-sold service). That’ll do it. Cancellation period for Sky Mobile accessories: You have the right to cancel … I would also like to offer the assurance that I have now taken full ownership of this matter and will keep you updated with any progress I may make. Once your Foxtel service is installed you will continue to have access to Foxtel GO as part of your package. I think you’re missing the point. Thank you. was a high as you could go in customer service and her decision was final. I’m a valued customer after all! Your bank is there to protect you and your money. Review: "I love his simple and practical ideas and I know you’ll be inspired by his wonderfully down to earth writing style which is funny, and bursting with common sense on your own parenting adventure" - Sue Atkins Looking at the SKY TV site itself, the following question appears under their online help section: Sky Help Centre Cite the relevant legislation in all your correspondence with the trader when explaining you wish to cancel your contract. There really is no hope here is there? I cancelled the SO and phoned them and they took the £21, but 2 weeks later cur me off completely. Thanks in advance. Calls are free from a Sky Landline. Mmmm. When you sign up to Sky TV, a minimum contract period applies (also known as a minimum term). http://www.sky.com, OK, that makes very little sense, let’s try again…. And finally, a bit more ignorance for good measure. Can you direct this email to him or advise me of a different email address I can reach him with? Just call your bank and get all your money back within minutes and make Sky do the chasing. It is against the law for you to retain the money you took from my account for a product you have admitted I did not order. I appreciate that you took the time to highlight this to us. So I’m getting narky now, let’s just lay the facts out for them and make it really, really clear. But look what they are sending me in the post while this is going on…. You will still be able to access any HD Sports or Movies recordings they have after the trial has ended, as long as it was recorded prior to 6 February. After Sky install the dish and box you are tied to a 12 month contract but do we get a cancellation/"cooling off" period that we can then cancel. Oh Louise, this isn’t service excellence is it? I discovered that Sky had also been charging for special features on the line like call diversion which proved that it was intended to be used for making phone calls as well as broadband. Right – so we’re going right to the top (I’m going to copy this email to his Linkedin profile too – just so we know he’s got it…), A response! I only have the one question. I have checked your account details and see that the HD pack is not added on the account. If you decide to get a contract with Sky and change your mind within 31 days, you can request for your broadband to be cancelled without giving any reason. We're sorry you're thinking of leaving us. And get a reference number for the call. If you are then unhappy with this response you are within your rights; as a customer, to seek advice from a third party. I’ll have to email Lesley and let her know that phone number she gave me won’t get us talking after all…. This 14 day cooling off period also covers situations where you bought a financial product from an intermediary or a broker, even if it was discussed and signed face to face. I am sorry that you are not happy with the package provided as you feel that the package provided is not the one which was confirmed at the time of sale. If you can’t help – forward to a team who can please. To cancel your Sky TV subscription, you need to give us 31 days’ notice, unless you’re within your cooling off period. Whilst I realise that you may be disappointed with the decision made, I hope that you can appreciate our position on this matter. Good job Sky isn’t a 9 person team, we’d never have got anywhere! … They are the best things in my life and I blog about anything that helps me to be a better parent and partner, and to live WELL, no matter how long I have. (It’s not the money, it’s the attitude. Thank you for your responding email regarding the refund provided. They’ve taken £35 out of my account of course, they managed to administer that, but I’d not heard back about the phone call listening or my refund. I see there is a credit balance of £4.49(Sky Store). This ensures that all appropriate credits and charges have been applied to your account. I would like to offer my sincere apologies for the time this investigation has taken. Peter L. The only problem with your solution Peter is that sky will slam my credit score by adding defaults to my file.
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