Before we start with the steps to un-subscribe or cancel your sky subscription. Lets have a look at some harrowing tales as narrated to us, during our survey last month as we investigated the firm that makes it hard to leave.
- Silvia Lopez, 44 from london (former sky customer)
In early March this year I decided to terminate my TV contract with Sky. The children had grown up and left, I am facing retirement and there is a need to control future spending. I contacted Sky to finish my contract and was put on to an operator who clearly had the remit to dissuade me from closing it. I was offered impressive reductions to my monthly repayment.
On finally persuading her that I was serious about ending the contract I was told that I was to be transferred to another department. On being transferred, I waited for the call to be answered. Nobody was picking up. I waited a total of about 10 minutes then hung up and proceeded to cancel my direct debit.
What followed was a series of letters from Sky demanding that I pay them £24 so that my service could continue. The final letter came with a threat that, if no payment was made, the matter would be referred to a debt collection agency and my credit rating would be damaged.
A number of Sky customers have reported encountering a similar problem when they come to cancel.
- David Bibby, 70, from Northampton,
He battled with Sky for a year after deciding to cancel his Sky+ HD service. He managed only by writing a letter to Sky’s chief executive, Jeremy Darroch.
A Sky spokesman said: “We take service extremely seriously and data shows we have the fewest complaints in our sector. However, we don’t get everything right and we apologise to any customer who feels let down. The vast majority of customers call us if they wish to cancel. We recognise that this may not suit all customers and we’ll review our approach in this area.”
Sky is far from alone in attracting criticism for making it hard for customers to stop subscriptions.
On 8th Feb I called Sky cancellation services dept to request the immediate cancellation of my account, as advised, and was told that it was not possible to do that as Sky’s computer systems were being upgraded. I was asked to call back on 10th Feb. I said that was not possible – I was flying out of the country early on the 9th to Egypt and would not be able to call the following day. I asked that a note be placed on my account to say that I had called to cancel the account and that it should be cancelled with immediate effect as agreed. I then left the UK for a holiday, expecting the account to be cancelled by the time I returned.
Have you had a similar experience with Sky? Phone Sky Customer Support or Write in the comments section given below, we will guide you to sail through the cancellation process, easily.
Before Approaching Sky For Cancellation
Have you got anything else from Sky?
By offering a bundle including broadband internet and cheaper phone calls, Sky can make it harder for you to move away from Sky. If you went the whole hog and got broadband and telephone calls, you’ll need to think about what you do there.
Want To Cancel Sky ?
First thing that you will have to do is –
Contact Sky first.
Sky now makes it clear to customers that they will only be able to cancel their contracts over the phone, and the wording on its website has been rewritten accordingly.
It has also warned its customers not to cancel their direct debit arrangement until their cancellation has been thoroughly processed by Sky. However, in this case it is assumed the same 31 day grace period applies as before.
- Contact Sky customer care.
The calls are free for Sky Talk customers. The sky customer care service is available 7 days a week.
The timings are: 8.30 am to 8.00 pm.
- Write to Sky Via email to inform them about you wish to cancel sky subscription.
Once they receive the email, they will call you to enquire about the reason, and your personal details. If you are firm on your decision to cancel the subscription, then they will start working on your request.
Email or write to Sky’s CEO directly.
Mr. Jeremy Darroch Chief Executive
Grant Way, Isleworth
TW7 5QD UKM
Company no: 02247735C
Simple Steps To Cancel Your Sky TV or Broadband Subscription
However, this shouldn’t be a first-time approach
- Register your request to cancel. Registering online will be the natural choice if you are not on Sky Talk.
- Keep a screenshot of your request as evidence
- Respond with a written letter including your name, address, postcode and customer number to Sky’s official complaints address.In the letter you should explain again your request to cancel and details of when you first contacted them. include all details of previous correspondence, including dates, times, responses along with copies of these, if possible. cancellation is granted.
- Send it via recorded delivery
- Keep a receipt of the delivery so that you are able to claim back .
Live Chat or talk with Sky
Live Chat or talk with Sky is relevant in order to proceed with the cancellation process. The Sky chat is necessary for you as there may be impending issues like, any early termination charges or discount loss.
Verification of your identity will be the most relevant step to proceed with your request. So, attend the sky call and cooperate with the verification. It is important for Sky to know the cause of your sky subscription cancellation.
Note that, early termination charges can be applied, if you go beyond the contract. do NOT select the ‘Cancel Sky TV’ option – instead, select something similar, like ‘Problems With Sky TV’.
Explain your attempts to cancel Sky to the sky technical support adviser and if you can, arrange an agreed date and time at which Sky will be able to reach you on the phone.
If you are advised to call the cancellation number,
- simply insist that you do not wish to pay for the cost of the phone call.
- make a screen grab of the Live Chat conversation as later proof
- exercise your complaint rights when speaking with Sky.
- Take the case to the Financial Ombudsman and/or Ofcom if necessary,
- Sky have 8 weeks to respond to your original request before you are able to take the matter further.
If the cancellation has not been verified.
- give Sky sufficient notice
- have certified evidence of your original cancellation request.
Questions You Will Be Asked By A Sky Representative:
- Your user name?
- The reason that brought you up to this decision?
- They may offer you a better deal?
You may get motivated with their offer. However, if you are not satisfied with the offering, they will proceed with deleting your account.
However you do it, junking the Sky box might end up being a good money saver. You’ll easily save a couple of hundred pounds a year, maybe much more – and speaking from experience, it’s unlikely you’ll miss most of the choice of Sky.
Good Luck – And Happy Un-Subscribing.