Sky upgraded TV package without permission

Juran

My eldery parents have Sky TV, phone & BB.

They noticed the monthly bill had jumped from 100e to 150e a month ... they never really looked as for years its been 100e and its bank DD.

On a closer look at the bill, they saw Sports, Movies & Kids package. They never asked for this, and were suprised. They called Sky .. sky person told they agreed to an upgrade via Remote Control almost a year ago. So a message popped up on their TV offering an upgrade, and one of them (in their late 80's) probably pressed ok not knowing what was being asked. How is this allowed ?

They asked Sky to remove it asap. But the sky person seem to be humming and hawing about changing the contract. I told them to call again to confirm the upgrade it removed.

Sky should refund them by right. They didnt even watch the new channels. I'm really annoyed as it feels like like a dishonest move by Sky. I wonder what are our chances of getting them.a refund, its close to 500e I reckon.

Iseedeadpixels

No Sky won't refund them, accidently or not they pressed for the upgrade though the agent should be cancelling as soon as asked.

Trigger Happy

Sorry to hear this OP. Sky are the absolute worst company to deal with. What you describe above feels so underhand.

To play devil's advocate, I doubt it's a simple one press and you're upgraded process. The sports and movie packages are generally different too and would require separate authorisation. Maybe one of them wanted to watch something and agreed to it.

A data request may get to the bottom of it.

muffler

https://www.boards.ie/discussion/2058335876/sky-upgraded-tv-package-without-permission

I've never heard of on screen messages like that but then again I haven't been with Sky for a number of years. I don't think anyone could agree to a new contract by clicking Ok on a pop up message. The contract details would have to be agreed on ie. duration, price, cooling off period etc etc. So unless your parents agreed to all of these I'd suggest contacting Sky again and if necessary make a request for a copy of the agreement (if any) together with a copy of the phone call where your parents requested the removal of the extra channels.

Just make sure of all the facts though.

Exclamation Marc

https://www.boards.ie/discussion/comment/121758570#Comment_121758570

It's very easy to do (or at least it used to be). I don't believe that you get random pop ups to upgrade your package however you could switch over to a sports channel or film channel and it'll say you have no access but to press red to subscribe and then you can get led down the upgrade path remotely.

muffler

https://www.boards.ie/discussion/comment/121758591#Comment_121758591

That's possible alright. Thinking out loud here I'm guessing there would have been quite a bit of on screen reading involved together with a couple or few presses of the remote control and not just simply clicking on a pop up message. That's why I suggested the OP has all the facts before any further contact with Sky.

Juran

I agree, I have no doubt that there was a good number of clicks and pages of text to read to before confirming to agree. But knowing my parents, they were clicking ok think it was a software upgrade and didnt read it, clicked ok for everthing, trying to get to their program quickly. It,s very like the Amazon Prime sign up tactic, you,ve subscribed without realizing it. We will follow up to male sure the upgrade is removed from their standard package and drum it into them to reject any more offers.

JimmyAlfonso

Sky added 'kids' to every basic package last year or so by default, you got a letter telling you about it and they then made you go through the phoning up process if you didn't want it so many ended up with it due to inaction etc. Cost €10 a month! They are a pain in the @rse of a company

DopeTech

https://www.boards.ie/discussion/comment/121758873#Comment_121758873

Hardly skys fault if they click things without understanding them tbf.

Wanderer78

https://www.boards.ie/discussion/comment/121758983#Comment_121758983

...ah come on now, its clearly a system designed to manipulate, very few people, if anyone, actually read things such as terms and conditions, such setups gives companies a get out legally, so theres little or no recourse, no wonder people are flocking to alternatives such as iptv......

Deep Thought

Sky should cancel as soon as possible, but to add isn’t done via a pop up.

you need to go into the menu, then your account and several other navigations.

it’s not an easy thing to do.

DopeTech

https://www.boards.ie/discussion/comment/121759135#Comment_121759135

I’m not a fan of sky but if someone subscribes and then is surprised they are getting charged then may be they should look at putting some parental settings on.