Get your bill paid. Sky is not responsible for who uses your phone/ how your phone is used. You have signed up to a credit agreement hence your calls being billed in arrears. If it is premium rate numbers that hiked your bill up then there are bars Sky can place on your talk package to block these numbers. If the agent you speak to tells you otherwise ask to talk to a manager. It can be done.

Did you by any chance move to fibre optic lines with BT? I'm not sure about this but in this case BT don't seem to be using MAC codes the transfer the lines (in my experience anyway) Leaving Sky out of the loop. I assumed this is because it is physically a different line so a MAC becomes redundant. Although this could be something I have made up.

On what date do you normally pay your bills paragun007? As you pay a month in advance then they may keep your account "active" so that if the cancellation date is before your normal billing date a credit may be due to the account for the period that is paid for but is after the effective date of cancellation. If your normal billing date is the 11th of the month this could explain it. If not then it's difficult to say what's going on without actually looking at the account.

Figured I'd chuck this on in case nobody else had. Lifted from the sky website skyDOTcom/helpcentre/complaints-code/ "You can contact us by email, choose one of the options below. You’ll need to sign in using your Sky iD. Don’t worry if you have forgotten your Sky iD or password, follow the ‘Forgotten your username or password’ links on the page. By using your My Sky account we will be able to see what products you have and your account details. Alternatively, you can write to us at the following address: Customer Complaint, Sky Subscriber Services Ltd, PO Box 43, Livingston, West Lothian, EH54 7DD You can also contact us by telephone on 08442 411 653 in the UK or 0818 719 819 in the Republic of Ireland. Our advisors are available to take your call 24 hours a day, 7 days a week. Direct email submission is available at this web address. But CLI charges are in most cases a complete pain in the back side. When did you initially contest the CLI's on what occasions were you advised the problem had been resolved. From the point that you were told it was sorted then you can't be reasonably expected to remedy the problem that apparently didn't exist. All this will be documented in your contact history on sky's systems and if you make a request in either the email or written complaints you can have the calls listened to to back up the fact you were informed it was ok. If that happens then I can't see an exec complaint yielding any other result than a refund. However if it turns out that you were not told it was sorted and that you either misunderstood or ignored advice given to you then the CLI charges will stick under the terms agreed with the multiroom subscription.

Hey guys. I am actually a cancellations (turnaround) agent with sky at one of their call centres. Now while I appreciate that there are always going to be customers with problems I think that you guys need to be carefull with advice that is given here as it could actually be detrimental to anyone with a problem if it's not right. First of all NEVER just cancel the direct debit and assume this will solve the problem. Every month that you miss that payment your credit rating is most likely taking a beating. If calling to cancel then you would be put through to an agent like myself. My job is to ascertain why you are cancelling and to see if there is an alternative/compromise available. If for example you can't afford it (or at least say you can't afford it) then naturally we look at the cost of your sky to see if we can cut you're package thereby saving money. In some instances our systems inform us that you are eligible for offers (discounts, service call fee waivers, discounted upgrades etc) Please be patient on the call. These agents deal with hundreds of people all with the same problems and genuinely don't want to be having these seemingly obstructive conversations any more than you do. It's their job and in the retentions team they are targeted on "saves" i.e how many customers request to cancel but are successfully talked out of it. Before we can get to the good stuff like discounts or offers we have to profile your household, asking questions like What do you watch? Who all watches it? what's recorded? Sports teams, social watching etc. Go along with it when customers are clearly not interested and are looking for discounts or have unrealistic expectations then there is pretty much nothing we can do for you. The context of the call is always created by the customer and this ultimately decides what buttons get pressed and what options the system deems to be appropriate. Playing hard ball will get you cancelled at the back end of an 11 hour shift I might not be so patient with someone being rude to me and basically thinking we're all mugs. However if I get a call from a perfectly pleasant person who is doing the same I will find myself even steering conversations to the point where I can get you a good deal. For example, Customer: My mate called to cancel and you gave him a discount so I'll have one too please. Agent: No can do I'm afraid. Customer: Well that's rubbish. Agent: soz m8 The game changer here is whether or not I think the customer is a bit of a fool or just a jumped up "I KNOW MAH RIGHTS" customer. We'll assume he's a jolly nice fellow. Agent: Since I can't offer you a discount are you happy to continue with sky? Customer: yes. Customer: No Agent: Goodbye Agent: Well let's see about that discount. If you are calling to pretend to cancel in the hope of an offer/discount being made then fair enough. Fair play. However don't go through with it for the sake of your pride on the call. Sometimes the difference between one save in a month can make the difference between that advisor getting their bonus and thereby a decent wage. If you think the advisor was particularly annoying then I suppose you can do what you like Complaints need to be sent in through the complaints channels. for example sky dot com/helpcentre/complaints-code here you have portal to submit any complaints required through the relevant selections. We have very limited scope to escalate things effectively. In the case of alleged mis-selling over a phone call then the only real recourse is to have the call listened to as all calls (inbound and outbound) are recorded. The only way to have this done is to explicitly ask for this to be done in the email or written complaint. If you are in a 12 month contract you can't cancel. If you do we will charge you near enough the cost of continuing for your minimum term. Many products are contracted individually. For example you may be in contract for telephone or broadband but not for TV. You can cancel any services you are not in contract for with a minimum of 31 days notice and keep the services that you are in contract for. For example take off the TV and keep phone and broadband. Charges and procedures do apply to this and phone and broadband individual notice periods vary. Advisors wont be difficult on purpose if they say they can't do it then they can't do it. Sky doesn't pay enough for us to actively annoy or defraud people so that sky can get a couple of quid. I really don't know why I bothered writing all that but hopefully it'll help. I appreciate it's a very brief idea that doesn't cover an awful lot but it's some of the more common issues. Hit me with a PM if you have any more questions or just reply I might pop back.