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    Sly Sky?

    This is a discussion on Sly Sky? within the Sky unhappiness forums, part of the Sky Broadband feedback category; I've been having phone line problems recently which causes my broadband to drop, Sky arranged for an engineer to visit ...

    1. #1
      steelysteph's Avatar
      steelysteph is offline Sky User Member
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      Sly Sky?

      I've been having phone line problems recently which causes my broadband to drop, Sky arranged for an engineer to visit last Tuesday so I took a day holiday from work and waited in all day. The engineer didn't show so I contacted Sky to find out what had happened only to be told that 'somehow' the call-out had been cancelled and the job closed, never mind a new appointment was made for tomorrow. I had a phone call from Sky yesterday apologising again for the mix up and giving me 3 months free broadband as compensation, nice.

      Anyway, today I get an email confirming my new 12 month contract for free broadband! However it's free only as long as I keep sports, if I cancel sports I will have terminated the contract early and will have to pay the appropriate penalty, this is a contract that I didn't ask for!!

      So I go online and chat with an advisor, here's an extract (I've removed the advisor's name):

      Advisor: Early termination charges only apply if you cancel your products within the minimum term for reasons other than those permitted under your contract (please refer to your contract for more detail). If you cancel after the minimum term has elapsed, no early termination charge will be payable. Please click here to give you more detail on the estimated charges.

      Me: I don't accept that. This is the reason I don't want the free broadband for 12 months - I don't want to be tied to another contract for sport and movies.

      Advisor: You are not in contract with the sport and movies package, it is only broadband and line rental that you are under contract.
      Advisor: If you wish you can cancel the sport and movies package by giving 31 days notice, if you do this the broadband offer will be terminated and the re contract will be same for 1 year.

      Me: sorry, what contract for 1 year? I do not want to renew any contract.

      Advisor: The broadband and line rental contract for 12 month it is already active on your account with the broadband offer.

      Me: How???? I have NOT accepted or asked for any broadband offer, I DO NOT want to renew the contract for another year

      Advisor: I can understand your point, as per your account the offer is been applied and you have be put in 12 month re contract.

      Me: By whom and by what authority?

      Advisor: I am sorry that the previous adviser did not inform you about the re contract but once the offer is applied for the broadband the system will automatically change the contract states.


      So it looks like I'm stuck in a contract that I didn't ask for, time for an email to Jeremy methinks.


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    3. #2
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
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      Re: Sly Sky?

      You do have protection.

      Call Sky and advise them that this has been mis-sold to you and that you want this noted on your account. Advise the person that should you wish to leave Sky in the next 12 months you will not be subject to their early cancellation charges as it was not made clear when you agreed to the 3 month free broadband offer, which was made under the pretence of compensation for the cancellation of the appointment from Openreach.

      I have seen a similar post on the Sky forums and advised the OP to check their legal rights as they were told that the offer wasn't covered undr the 'Distance Selling' regulations. I would suggest you do the same, starting with CAB.

      Please do let us know how this goes. Two separate posters doesn't make it habitual, but I am certainly not impressed at this stage.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

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      steelysteph (09-08-13)

     

     

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