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Sky Cancellation process, an act of insanity and stress

xpletiv

Made that lovely phone call to Sky today to cancel due to nearly doubling in price. Few things to note.

1800 number on their website doesnt work, yet still listed there.
No notificiation of price change was ever given - is this even legal in Ireland to not inform someone of the price changing at the end of their contract?
Actually trying to cancel - clearly a phone centre in India/sub continent because the person on the other end was basically impossible to understand. I had to ask him to slow down and repeat himself several times, as did my wife who is main account holder. Very difficult to understand what he actually was saying.
When I asked to speak to a supervisor I was bluntly asked 'what for'. I was then told ill get a call back in 24-48 hours.
I THINK I have it cancelled. Im on €116 a month as it stands with my change, his 'best offer' was €88, which then suddenly jumped to €79 when I said still no. Then started going on about how Virgin are more expensive after 12 months and that Sky is best value, despite having the figures in front of me for Virgin that theyre cheaper both in the first and after 12 months. So lies here as well from Sky. Virgin is 60 for basically same package.

What should I do about this from a consumer point? Are they breaking any laws with the contract/lies on phone?

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dubladdie

I find Sky a nightmare to deal with lately - I'm out of contract and they couldn't give me the SkyQ and Internet bundle for €55 even though im a customer for over 9 years. Had to cancel and get my wife to call and set up as a new customer and they could give it to her no problem…

Also when I went to cancel, they said I was still in contract, around Christmas time I added Netflix to my account via SkyQ and it re-contracted my subscription for 12 months at a ridiculous price. I cant recall agreeing to a new contract but I would not have if it was obvious what was happening but I cannot say for sure that there were "Terms and Conditions" and a new contract when I done in via the Sky box but very misleading and sly on Sky's behalf.

I called them and they wouldn't do anything about it and very rude on the phone - got out of it by adding sky sports to my package which initiated a new "contract" again which I then had a 14 day cooling off period which I then could cancel within.

I do wish that I went to the CCPC, they're borderline scammers at this stage IMO and if you wish to do anything OP i'd contact the CCPC and see what they say.

StormForce13

If you've a good sense of humour, then why not compain to ComReg!

spillit67

This is such low hanging fruit for a TD to take up. The behaviour of some of these companies is deplorable.

sydthebeat

I cannot understand why these companies do not have to have a facility to "one click" cancel account option.

Exiled Rebel

https://www.boards.ie/discussion/comment/123379368#Comment_123379368

Nowtv does, is it not the same with the sky account?

Citizen Six

Just make sure your standing order is cancelled with your bank.

LambshankRedemption

https://www.boards.ie/discussion/comment/123379368#Comment_123379368

They do, just not available for the likes of you and me.

About two years ago I had the most rewarding conversation with a Sky Rep.

Me: Id like to cancel the account currently in the name of Lamb Shank Senior.

Rep: (yaddah, yaddah, yaddah, yaddah…) and if you cancel now you could affect your father credit rating.

Me: Well considering he died 2 weeks ago I don't think he's going to be worrying about his credit rating.

Rep:… Oh OMG! I'm so sorry. Er.. Give me two minutes, Im going to place you on hold.

About 2 minutes later

Rep: OK, thats cancelled. I have cancelled it from today, which means you are due a refund for the rest of the month, I have issued the cheque and it will be sent out to you.

PixelCrafter

Sky seem to be gone to crap since ComCast took over.

Eir's actually improving a lot, while Sky seems to be rushing to occupy that position!

I'd suspect it's aggressive cost cutting and outsourcing.

EmergencyExit

Just cancel the standing order. I had a similar experience a few years ago with them made it impossible to cancel on the phone so i just ended up cancelling the order and never heard from them again.

[Deleted User]

Find an email address and issue the 30 day notice. Then kill tue payment. Virgin are actually ok like this.

Kurn

https://www.boards.ie/discussion/comment/123379420#Comment_123379420

Careful doing this. I tried to cancel on VM a few years back. Kept me on hold hours, then told me my account did not exist on their system to call again. So I cancelled the DD after sending them an email explaining the situation. Two months letter I get a debt collector letter for my account. Which of course I could have ignored, but I would expect it could effect my credit rating.

muffler

https://www.boards.ie/discussion/comment/123379450#Comment_123379450

Terrible advice. It's down in black and white in every Sky contract that you have to talk to them on the phone when you wish to give the cancellation notice. Telling people to cancel the direct debits will only bring unnecessary trouble with debt collectors.

bren2001

https://www.boards.ie/discussion/comment/123379368#Comment_123379368

Because more customers will leave. It's not in their interest.

https://www.boards.ie/discussion/comment/123379450#Comment_123379450

That's awful advice. You can't just make up your own method for cancelling a contract.

sydthebeat

https://www.boards.ie/discussion/comment/123379941#Comment_123379941

you missed my point

im not asking why does sky not have that option, im asking why are sky not MADE have that option.

some of these online offers are practical 'roach motels' which the like of com-reg etc should be all over. Theyre not, becuase they are toothless. im arguing they should be better !!!

beachhead

https://www.boards.ie/discussion/comment/123379302#Comment_123379302

I'd say once you added Netflix then you recontracted for another term.Nice move with adding Sky sports then bailing.

Good luck to anyone who tries to get a move out the CCPC or Comreg

Boggles

https://www.boards.ie/discussion/comment/123379928#Comment_123379928

It's down in black and white in every Sky contract that you have to talk to them on the phone when you wish to give the cancellation notice.

I very much doubt it says that but I wouldn't be surprised, but their terms and conditions could say you have to speak in a Jamaican accent whilst standing on your head. It is just as arbitrary. T&Cs do not replace the law.

For instance how would you propose someone who is deaf cancelling their sky contract?

beachhead

Gusser at #11 is right.

bren2001

https://www.boards.ie/discussion/comment/123379957#Comment_123379957

Oh I absolutely agree it should be mandatory.

RGARDINR

https://www.boards.ie/discussion/comment/123379978#Comment_123379978

Definitely be careful as I was given a free wk or mth of sky sports when sky rep rang me and said would I like that for free, said be cancelled after the period. Wasn't cancelled and had to ring up and then little did I know this free period they rang to give me of sky sports affected my contract. Saw bill next mth was a lot more, I rang and made a complaint and I got call back from supervisor who sorted refund and gave me a year contract a bit cheaper, she listened back to the call with sky rep and said either she talked to him or would talk to him as this was not mentioned about contract being affected with free sky sports period. If they ever ring you about a free wk or so decline decline decline. Was a headache to deal with.

head82

Gawd, I've heard so many similar cases like this. Is it any wonder the amount of people going the 'Dodgy Box' route.

beachhead

I know some,well 1 person who will pay any amount just to get Sky Sports channels.His wife pays,actually.Peace in the house,the main reason.It's not me.

[Deleted User]

Written notice. Everytime.

[Deleted User]

https://www.boards.ie/discussion/comment/123379988#Comment_123379988

Thanks. An email or written letter will legally be ok.

mad m

I've been a new customer since last August. Signed up for the free 6months add skipping. Went into account to cancel it and said I had to ring to cancel. On the phone for over an hour. Asked did I want a deal for €3 a month, said nah! Wifey was going mad!. Went into account to see I could sign up for €2 a month. Best €2 I spent! 😀. See what happens now in August when 12 month is up. currently paying €27 a month for just the TV. I have to say though the puck/interface is much better than Eir or VM.

Boggles

https://www.boards.ie/discussion/comment/123380330#Comment_123380330

Of course it will, not only that the consumer agencies encourage paper trails.

A registered letter, an acknowledged email or online cancellation form with an acknowledgement.

These services are required under law not to put unnecessary cumbersome barriers in the way of consumers rightfully trying to cancel or alter the service they are paying for.

They are not all bad, there is a few companies who have a clear "cancel here" button which does exactly what it says, the pay off that is not only is it the right thing to do it also breeds consumer confidence.

Would be nice if they all had it.

[Deleted User]

https://www.boards.ie/discussion/comment/123380448#Comment_123380448

Posters should pay attention to this adivce. Its should be stickied to the first post.

A couple of sky shills up above would have you believe its impossible to cancel without verbal notice which is nonsense.

bren2001

https://www.boards.ie/discussion/comment/123380560#Comment_123380560

sending an email and cancelling your direct debit is awful advice and only invites trouble.

Someone disagreeing with you doesn't make them a "sky shill". A very trumpian view: 'anyone who disagrees is an X shill'

webpal

I’m with sky 24 years and I cancel every year. Every year I get the same story but just keep saying no no no. It’s their job that they have to read and go through all the questions and offers, anything to keep you paying a higher fee. Let them run through it and be done. I’m never on for more than 10-15 mins. After 2/3 weeks I always get the 40-45% off text and just rejoin. In all my years, I’ve never paid full price.

NewClareman

https://www.boards.ie/discussion/comment/123381107#Comment_123381107

I did that for years, just let them rattle on on a speakerphone, while I worked away. The whole process often took the guts of an hour and in the end I just couldn't be bothered anymore. I now use eirTV and NOW for sports. With the AppleTV box it's a pretty good option.

Redsoxfan

It was torture even finding a phone number that could be reached but I managed to cancel Sky and they sent me a box to return the Sky Q main box.

What about the multiroom box, do they expect you to return this too?