Thread: SKY Issue

There are quite a few people on this thread who are having problems with Sky as well: http://www.consumeractiongroup.co.uk...-services.html

I have had no end of problems with them myself - including the fact that they won't let you cancel the contract until after you have paid what you (may or may not) owe them.... I think my contract is still technically running, even though I haven't lived at the address where I had Sky for 6 months. because the account is in dispute, and they allege that money is owed to them, they refuse to let me officially cancel it.

£4 seems to be their standard 'admin' charge for everything, so yes, I would ask for a Breakdown and a copy of Ts & Cs to check over.

Sorry, I'm not giving you any particular solution to your problem, but at least you know there are others in the same boat as you

Originally Posted by Surfer01

I also told them that I would pay it up to date this Friday including up to the date of the disconnection which would amount to less than £50. They refused to accept this and stated that once I paid the outstanding amount only then could I request the disconnection. Surely they cannot do this as you as in effect they are creating additional debt.

Just write and give them the required notice.

By the way ... I think the reason Sky and NTL phone centres won't accept cancellations when you are in arrears is that they want to pass you to their disconnections departments, who will offer you a deal to persuade you not to cancel; but their disconnections departments cannot offer you deals while you're in arrears.

I found the NTL call centre staff wouldn't tell me the address to wrote to to cancel! After a couple of attempts, I got to another department and asked them.

Tim

I've had a quick scan of their T&C's as shown on their site and found these to be the only terms which might be relevent.

2. Subscription Payments
(b) We can charge a reasonable administration fee if you want to change your Service and we allow this. Unless we agree otherwise, you must remain with and pay for the Service that you choose for at least one month (unless this Contract is terminated before the end of such month or where Conditions 3(b)(ii), (iii) or (iv) apply). You can only choose one of the Options, and you can also choose to add any Stand-alone Premium Channels we may offer. You cannot choose individual Channels within any Option.
........
(f) If you have missed any payments you owe to us, we can suspend provision of the Service and/or Sky Publications can suspend provision of the satellite television magazine to you without giving you notice. This does not affect our right to end this Contract under Condition 11 below.

......
11. Ending the Contract
Unless Conditions 11(a) or (b) apply, you must subscribe to the Service for at least the Minimum Term. The Contract will continue after this time unless it is ended according to the Conditions below. Conditions 5, 6 and 7 will continue to apply after this Contract ends until you return your Viewing Card to SSSL.
(i) we or SSSL tell you we are going to change these Conditions; or
(ii) Sky Publications withdraws the satellite television magazine (if you are eligible to receive it) and another television magazine is not provided to you in its place; or
(iii) we withdraw any Sky Premium Channel, Stand-alone Premium Channel or bonus channel you are receiving; or
(iii) we reduce significantly the number of Channels within, or the level of service of, your chosen Basic Pack. You may end this Contract by giving us seven day's notice at any time (including during the Minimum Term) if we, SSSL or Sky Publications break any of the Conditions. If you want to end the Contract for any other reason you may do so at the end of or after the Minimum Term, by giving us at least one calendar month's notice at any time.
(b) If you break any of the Conditions or act in a way towards our staff or agents which we reasonably consider to be inappropriate, we can terminate this Contract by giving you seven days' written notice at any time (including during the Minimum Term).
(c) Except where you break the Conditions we will not terminate this Contract during the Minimum Term. We may end this Contract after the Minimum Term by giving you one calendar month's notice.
(d) We will not refund any Subscription Payments or other payments made under this Contract if we end this Contract because you have broken the Conditions. If during the Minimum Term you end this Contract (other than where you have a right to do so) or we end it because you have broken the Conditions, you will have to compensate Sky for any reasonable loss or costs we suffer as a result.

The DD charge, don't bother with a Breakdown, if they mentioned nothing about the £4 at the time you originally asked they can't charge you for it now.

Anyway did you ask by phone or by letter? I assume phone. Worst case is they play ignorant and claim you didn't request anything. Your phonebill should show a call to their number. I would put it to them that you can prove you phoned so they either provide a transcript/recording of the call proving you what you did or didn't say, or accept you word.

As for the T&C's. From 2(f): "This does not affect our right...". It says nothing about limiting your rights under part 11. I would also go as far to sat you only have to give 7 days notice as it was their mistake that has caused them to "reduce significantly the number of Channels within, or the level of service of, your chosen Basic Pack.".

Might I suggest putting it in writing, to someone higher up in sky than you'd get on the phone. Explain the facts. Point out the situation is their fault. State you have tried to cancel as of whatever date and still wish to. Enclose a cheque for what you think you actually owe and state that they can take it and cancel your subscription or you will contact trading standards and sky can deal with them instead.