Canceling Sky Subscription

sanjose1

Hi

I want to cancel my Sky subscription. Sent them an email but they said because its a Republic of Ireland account that I need to call their 0818 number. I dont fancy having to wait 30 mins or so at 36 cents a minute so wondering what if I just cancel my direct debit to them ? I think theres a 30 day wait also after you notify them

Nody

sanjose1 wrote: »

Hi

I want to cancel my Sky subscription. Sent them an email but they said because its a Republic of Ireland account that I need to call their 0818 number. I dont fancy having to wait 30 mins or so at 36 cents a minute so wondering what if I just cancel my direct debit to them ? I think theres a 30 day wait also after you notify them

All that means is you still owe them money as you've not told them you wish to cancel (all you've done is telling them you don't wish to pay by DD); send a request for cancellation in writing if you don't want to call their number.

Bepolite

They open at 8am 7 days a week. Just ring them early one morning.

runawaybishop

This is SKY TV, right?

http://www.sky.com/ireland/terms-conditions/tv/

• If you decide to cancel a product or service AFTER installation, you must do one of the following (but within the 8 working day period specified above):

1. Call us on 0818 719 82

2. Write to us at: Sky Subscribers Services Limited, PO Box 43, Livingston, West Lothian EH54 7DD.

3. Fax us on: +44 (0)1506 484343

4. Send us an email by visiting the “Contact Us” section at sky.com

Mimikyu

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runawaybishop

Captain Morgan wrote: »

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It means you can email your notice and cancel your direct debit and tell them to fook off if they whine

wmpdd3

If you email them , they will email you back and ask you for a load of security questions, then they will still call you to finish the cancellation or some crap.

Its just easier to ring them.

Step by step from another website:

http://www.tvtrade.ie/blog/how-to-cancel-my-sky-subscription/

Steps to cancel sky
Phone sky on 0818 719 819
Select
Option ’3′ – ‘Cancel or thinking of leaving us’
Option ’5′ – ‘Thinking of leaving us’
Period on Hold
Talk to sky assistant and request cancellation of your account (Be firm with them)
Note:
Ensure you are entitled to Cancel Your Sky Subscritpion i.e.:
have honoured your sky contract for at least 12 months
have not been upgraded to sky+, HD etc in the last 12 months
Sky will only allow the person who is named on the account cancel the subscription
Sky normally take out 1 final payment from your account directly after you ring to cancel leaving you with 30 days before the viewing is actually cut off.

irishpancake

Captain Morgan wrote: »

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Hi Captain!!!

Thanks for that info, can I ask you something, if that's OK.

Just to explain....

I am currently going through this tortuous process with Sky, having given Notice of Cancellation via the web e-mail.....on Jan. 3rd.

They are not accepting this, and say I must speak to them, at the 0818 number....

I have had numerous e-mails back from them, including one from a guy called Redmond who seemed/was reasonable, and did attempt to call me back, left a voicemail, [unfortunately we were not at home]....

but I cannot seem to contact him again, to make an arrangement for them/him to call me, which I have requested at least three times via e-mail to
mysky@bskyb.com.

The latest e-mail from them, I show it below, because I don't care now, I will let the chips fall where they may now, I have given Notice, in good time, as a customer of 9 years, never missed even one payment.

Here it is:

My Sky
Jan 17 (1 day ago)

to me
Dear Mr M........
Customer Account Number: 4xxxxxxxxyyyyyy

I understand your concern in regard to the cancellation and that you don't wish to call Sky.

As per the terms and conditions in Sky, we do not process any cancellation requests through email.

To cancel your Sky Account, please contact our Customer Service Department to apply the 31 days notice for the cancellation.

In regard to the link sent by you explaining the Sky Terms and Conditions, I would like to inform that there is a condition mentioned in the bracket, please find below the correct terms and conditions from the same link which you have sent for the Right to cancellation:

• If you decide to cancel a product or service AFTER installation, you must do one of the following (but within the 8 working day period specified above):

1. Call us on 0818 719 82
2. Write to us at: Sky Subscribers Services Limited, PO Box 43, Livingston, West Lothian EH54 7DD.
3. Fax us on: +44 (0)1506 484343
4. Send us an email by visiting the “Contact Us” section at sky.com.

Please note: Condition 13(c) of the Sky digital Subscription Contract explains how you can cancel your contract(s) in other circumstances.


I would also like to inform that as per the condition 13 (C):

(c) Any notice you give to end this Contract (other than where you are exercising your right to cancel set out in the ‘Your Rights to Cancel’ section below) must be given by phone (0818 719 829) or by writing to us (Sky Subscribers Services Limited, PO Box 43, Livingston, West Lothian, EH54 7DD), and cannot be given by other means.
The points mentioned above are as per the terms and conditions which can be read from the same link which you have sent in your email earlier:
http://www.sky.com/ireland/terms-conditions/tv/

Thus I reconfirm that we are unable to accept the notice for the cancellation through email and request to please contact our Customer Service Department or reply with preferred time so that a call back can be arranged.

Whilst I realise that you may be disappointed with the decision made, I hope that you can appreciate our position on this matter.

Kind regards
Mayank
Sky Complaints Team
http://www.sky.com

Now, in light of the above e-mail from Sky's Mayank, I am interested to know how you resolved your cancellation, if you actually had to pay the debt collection agency, and pay Sky a further month, or if your cancellation via e-mail was actually accepted by Sky eventually.

If you wish, please PM me with your answer, if you don't wish to discuss on the board, I would appreciate it. Many thanks in advance.

If you can't facilitate, I understand completely.

Just to reiterate, I did what you did, cancelled via e-mail, from my password protected Sky Account, in good time, giving my full details, including my Account Number, my telephone number, my sky card number, etc. which the Sky agent above quoted in his correspondence [my account number].

I have also cancelled my Direct Debit, and will not reinstate this to pay Sky another final payment, as I consider this to be extortion and bullying of a customer by this giant corporation.

As you know, the only reason Sky want you to ring them, at your expense, is to attempt to retain you as a customer, and you will be bombarded with offers of free periods, etc.

I hope to hear from you, as I am now going to copy the full correspondence with them to the CEO of Sky Mr. Jeremy Darroch.....

Below are the e-mail address's I have found to do this:

jeremy.darroch@bskyb.com and a copy to ExecCustEnq@bskyb.com

Found on this CEO contact info site:

http://www.ceoemail.com/s.php?id=9445

Perhaps it will achieve nothing, but I will try anyway.

No Pants

I cancelled my Sky service a couple of weeks ago after being their customer since 2007 at this address. Took a couple of minutes on the phone. Then I followed it up with an email via their website, "As discussed during the call with John at 11:22 today, I would like to cancel the service..." etc.

The following week I received confirmation of the cancellation via letter.

irishpancake

No Pants wrote: »

I cancelled my Sky service a couple of weeks ago after being their customer since 2007 at this address. Took a couple of minutes on the phone. Then I followed it up with an email via their website, "As discussed during the call with John at 11:22 today, I would like to cancel the service..." etc.

The following week I received confirmation of the cancellation via letter.

I appreciate that, and it is your choice to actually call them, at your own expense.

I don't think your experience is typical, so I feel you were lucky.

This is just my impression, so I could be wrong, apologies if this is so.

Unfortunately, the anecdotal experience of others who call them has not been what you had, there is enormous evidence on-line, to show that Sky take your call as an opportunity to try to convince you to stay, insist on transferring you to other departments, and are totally focused on retaining you as a customer.

I have no wish to continue as a Sky customer, more so now than ever, and I will not, under any circumstance, call them, at my expense, to carry out my cancellation instruction given via their own web site, where there are many confusing instructions given, by their own staff, and in their help forums, as to the veracity of cancelling via e-mail.

In my case, I have given them express permission to contact me by phone, so that they can satisfy themselves as to my ID, and ask whatever "security questions" they may wish to ask.

I'm glad your experience was as painless as you have said, truly.

No Pants

irishpancake wrote: »

Unfortunately, the anecdotal experience of others who call them has not been what you had, there is enormous evidence on-line, to show that Sky take your call as an opportunity to try to convince you to stay, insist on transferring you to other departments, and are totally focused on retaining you as a customer.

That's why I followed up with an email, so there was a written record. They did try and get me to stay. I didn't engage. "So why do you want to leave?" expecting something about the price or the channels. My response was "I don't want it anymore." Had I discussed this with my family? "It's my account and I pay the bill, so it's no one else's business." Things progressed swiftly after that.

I just checked my mobile bill. I made the call on 02-Jan-2014, the call lasted 6 minutes and 17 seconds and cost me €0.778926. Add in VAT and then round up the number and it comes to 96 cents.

Fred Swanson

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Menas

I cancelled with sky in september after 7 years with them. Took about three minutes. Just call them and tell them you are emigrating.
Sod that to and fro crap via email. A delay of 1 day in getting my service cancelled would cost me 2 euro (my sub was 60 per month).

whomitconcerns

How is an 0818 number 36c a minute. I thought it was charged as a local call?

rubberdiddies

Their own Ts and C's as posted above give you 4 ways to cancel and state that you must do one if the 4.

Point 4 was to email them through your online account.
This clearly indicates that email is sufficient.

If you're concerned then state in the email that you have a (temporary) condition that has made you lose your voice and that you can't possibly call them

rubberdiddies

rubberdiddies wrote: »

Their own Ts and C's as posted above give you 4 ways to cancel and state that you must do one if the 4.

Point 4 was to email them through your online account.
This clearly indicates that email is sufficient.

If you're concerned then state in the email that you have a (temporary) condition that has made you lose your voice and that you can't possibly call them

Alternatively if you know someone that has a Sky phone subscription then call from their house as I believe it's free

clint_silver

rubberdiddies wrote: »

Alternatively if you know someone that has a Sky phone subscription then call from their house as I believe it's free

it is free if you ring them from a phone if youre with them. I cancelled my phone sub with them last week. no cost. to be fair, no time in the last 6 months have I waited any more than a 1 minute to get through.

loopymum

They won't let you cancel by email, been there, done that.

I am trying to cancel again at the moment and keep missing them.

Rang the first night as I thought they were open till 12 midnight, voice info says 11pm, ring back the next night at 9.50pm, yabber yabber, why do you want to cancel, hold and we will connect you to cancellations. Surprise surprise they are closed at 10pm but it's not 10pm yet. sorry they are not answering the phones.

ARgghh, still trying to cancel, find it hard to make calls during the day with smallies around. Too late by the time they all went to bed tonight again.

Will ring tomorrow and ask them to call me back

Fred Swanson

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irishpancake

loopymum wrote: »

They won't let you cancel by email, been there, done that.

I am trying to cancel again at the moment and keep missing them.

Rang the first night as I thought they were open till 12 midnight, voice info says 11pm, ring back the next night at 9.50pm, yabber yabber, why do you want to cancel, hold and we will connect you to cancellations. Surprise surprise they are closed at 10pm but it's not 10pm yet. sorry they are not answering the phones.

ARgghh, still trying to cancel, find it hard to make calls during the day with smallies around. Too late by the time they all went to bed tonight again.

Will ring tomorrow and ask them to call me back

If you let them, they will ride you bareback, and that is a fact.

If you ring them, they have won!!!

I am going to publish an extract here and now, from the Sky CEO's EST [Executive Support Team].

I contacted them two days ago, in a final attempt to get Sky to see sense, and process my cancellation, duly given by e-mail, and given in good time, more than 31 days.

I had been a customer in good standing for over 9 years, never had any reason to contact them until now, so their behaviour was shocking and disgusting to me, bordering on bullying, and I am not one who backs down when confronted by bullies.

I did not ring them, not even once.

They attempted to ring me, apparently, although there are no missed calls on either my mobile or land lines. :rolleyes:

But, as this person from Sky's EST has seen the common sense in my approach, I am not going to follow that up.

I copied my final e-mail to Sky Customer Support mysky@bskyb.com to the following:

estenquiries@bskyb.com [The Executive Support Team]

and CC'ed

jeremy.darroch@bskyb.com [Jeremy Darroch, CEO of BSkyB]

Here is the (slightly) edited reply I received today:

Executive Support Team
8:47 PM (4 hours ago)

to me

Dear Mr M......

Thank you for your correspondence which Mr Darroch has passed for my attention.

Please accept my apologies for any inconvenience this matter may have caused you.

I did try to contact you this evening but unfortunately missed you.

I have cancelled your account from the date that you first contacted us.

If I can be off further assistance please do not hesitate to contact me.

With kind regards

Lesley H...

Service Excellence Consultant
Executive Support Team

Now, as far as I am concerned, that is a result.

But it in no way compensates for the stress, annoyance, and inconvenience Sky so-called "Customer Services" put me through for the past two weeks, and regularly put other customers through on a daily basis, by misleading, lying, deceit and insulting our intelligence to whatever end they think they need to get to.

I will never in my life again have anything to do with Sky as a customer.

They are simply incorrigible and nasty to deal with.

Now, if anyone wants, I have no problem publishing the details here of the final e-mail I submitted, which resulted in the e-mail quoted above.

Needless to say, it was pretty damning and hard-hitting, and it had the desired result.

Don't ring them, it's what they want, and if you do, you allow them to win, and continue to treat customers like shyte.

irishpancake

Thanks for the thanks Fred.....;)

but did you not say this:

Fred Swanson wrote: »

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Fred Swanson

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loopymum

I just could not face that rigmarole again. Good for you though.

I rang and got them to ring me back.

irishpancake

loopymum wrote: »

I just could not face that rigmarole again. Good for you though.

I rang and got them to ring me back.

I have no criticism at all if this is what people decide.

It is hit and miss though, I mean ringing them, as any search for "Sky Cancellation" will show.

And, I am the kind of man who will not budge on a principle..... stubborn.....

which, I admit can sometimes not be a good thing!!!

Anyway, thanks for your kind remarks.

Hopefully my result will give hope to others who have decided to go down the same road as I have.......

there will be a resolution, on your terms, not Sky's terms.

RangeR

Sky geo numbers

http://www.saynoto1890.com/?s=sky wrote:

SKY TV Customer Service
0818719852 Call Instead – 0044844241152200 or 00441506831609 (this is a UK number, so use on Skype or if you have UK minutes bundles)
Or Try to Call Instead – 1800812040

Fred Swanson

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runawaybishop

Whats the problem with cancelling via email (with teh correct information) and then just cancelling the direct debit?

Fred Swanson

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runawaybishop

Fred Swanson wrote: »

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I don't see that as anyone's problem but theirs.

irishpancake

Fred Swanson wrote: »

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But, more expensive than e-mail??

And, possibly, having to pay another month to comply with Sky's bizarre so-called "Terms and Conditions", regarding 31 Days Notice, even if you sent an e-mail well on time, and which their Agents are programmed to attempt to extract from unsuspecting members of the public.......

Bunch of you-know-whats!!!

irishpancake

Fred Swanson wrote: »

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They don't ignore escalation to their CEO and his Executive Support Team.

As you know, I have posted their e-mail addresses and the reply I got from that source, including an apology to me, and accepting my cancellation was from the date of my first contact via e-mail.

Don't take any shyte from Sky, go to the top, and you will definitely get a response, without a doubt.

More ppl need to do this, only then will they be forced to change their disgusting approach to Customer Services, which to them is "Customer Retention".....