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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To cancel sky direct debits half way though contract because I can’t get through to them!

39 replies

Bringringbring12 · 02/04/2020 07:44

I am looking to cut expenditure wherever I can as been made redundant.

I would like to downgrade my sky package and remove sky cinema

I can’t get through to them! On hold for ages. I’m mid way through contract so can’t do online. I’d still keep my broadband and talk package with them - so would be reducing the debit by £12

What do you think? Ok to do in the circumstance?

OP posts:
SillyMoomin · 02/04/2020 07:46

Well I had a message saying only key workers could call them, their online messaging system wouldn’t work, so to email them.

That was 6 days ago and still haven’t had a response...

TwistyHair · 02/04/2020 07:47

I wouldn’t. I did that with something and ended up getting late payment and admin fees. So then I was even more pissed off

londonrach · 02/04/2020 07:49

Can you write and post letter on your daily walk

womanthatfelltoearth · 02/04/2020 07:50

I sent a DM through Facebook and they replied a day or so later last week so maybe try that?

MrsMaryBOOface · 02/04/2020 07:50

It said on their website last week to try not to call where possible, but that if you look at your package you can 'pause' add ons? We paused Sky Sports.
Might be worth doing that whilst waiting to hear from them?

Original poster
Bringringbring12 · 02/04/2020 07:51

Not just key worker
Vulnerable too
Still can’t get through

What’s the email address please?

OP posts:
KatherineJaneway · 02/04/2020 07:51

Read your contract, there could be penalties for stopping paying if you are in the minimum period of your contract.

Original poster
Bringringbring12 · 02/04/2020 07:53

@MrsMaryBOOface

No pause option unfortunately
I’ve sent a message through Facebook
If no word - I’ll adjust the direct debit and advise them in writing. I think it will be fine.

Would be great to have email please

OP posts:
PositiveVibez · 02/04/2020 07:58

I don't think you can adjust a direct debit just on your instruction. You've agreed to a contract to pay 'x' amount. Only standing orders can be adjusted I think.

Womencanlift · 02/04/2020 08:18

Bank worker here - you do not control the direct debit, the company does so you cannot adjust it

Also if you cancel it the company will keep collecting so if it’s not paid then it will be classed as a missed payment. You will still owe them the money and it could impact your credit score

clareOclareO · 02/04/2020 08:22

No you can't unilaterally change your package. You will need to keep persevering, we all have to be patient in these times. I'm sure once you get through to them they will listen to your plight and agree a compromise, after all they will want to keep you as a customer for years to come.

Original poster
Bringringbring12 · 02/04/2020 08:28

@Womencanlift

Good point. Thanks

OP posts:
arethereanyleftatall · 02/04/2020 08:29

Following, because I'm in exactly the same position. I've probably spent 4 hours so far trying to find a way to downgrade.

I utterly hate sky. They make it so impossible to get in touch with them. Corona or not, it's always the same.

I tried the website; get directed to a phone number as the only option; tried the number a automated voice message which said do it on the website, then cut me off..
I tried online chat - even that is automated. Got cut off.
Looked everywhere for an email address - tried a few, but don't think they work because no response.
I'm trying on twitter at the moment. First response - do it on the website. I've responded and am now waiting.
Argh! Fucking hate them.

I'd love that email address a poster has detailed above.

arethereanyleftatall · 02/04/2020 08:31

Conveniently, it's possible to upgrade your package online 'during these tough times' but not downgrade. Very convenient sky.

Rubychard · 02/04/2020 08:32

Under normal circumstances we find email to be the least hassly way of contacting them. Obvs possibly lot at the mo.

arethereanyleftatall · 02/04/2020 08:32

@MrsMaryBOOface
You were very lucky to pause it; most people haven't been able to get through to pause it.

arethereanyleftatall · 02/04/2020 08:34

@Rubychard
@SillyMoomin

What email address did you use please?

SillyMoomin · 02/04/2020 08:37

Hello, I used [email protected]

Need to include all your sky details, address, name postcode etc

Aposterhasnoname · 02/04/2020 08:41

You were very lucky to pause it; most people haven't been able to get through to pause it.

You can pause sky sports (but only sports) very easily on line here.

www.sky.com/shop/tv/sports/pause?DCMP=ilc-skycom:ec_pause_sports

arethereanyleftatall · 02/04/2020 08:44

Thank you guys x

heartsonacake · 02/04/2020 08:44

YABU. If you just stop payment that doesn’t affect anything, they’ll still try and collect from you so you’ll just accrue a huge debt with them.

You need to be patient and continue trying to get in touch.

Toomboom · 02/04/2020 08:46

You can't cancel while you are still in contract.
You can cancel as they are increasing prices, but as a previous pp said, you can only do this by phoning them, they will not let you cancel online.

Really annoying as you just can't get through to them. I am looking at cancelling my sky talk and broadband [ don't have TV ] due to the price increase, but just can't get through to them. I only have until the end of this month to do it, otherwise they take it that you agree to the price hike. Very convenient for Sky!!

gingerscot · 02/04/2020 08:47

Listne, I hate sky as much as the next person but I imagine they’re in the same boat as lots of businesses with fewer staff due to self isolation/schools off and social distancing within their centres. Possibly they have people working from home but that will likely be on email or chat as it’s really difficult to direct calls to home. Be patient and follow the advice on their phone message, it really will give the best and most up to date advice.

anotherlittlechicken · 02/04/2020 08:51

I would not cancel half way through your contract @Bringringbring12

anotherlittlechicken · 02/04/2020 08:52

@SillyMoomin

I had a message saying that only key workers can call them.

WTF ? Confused WHY? I get that key workers should be allowed a special hour to shop, and that they get to send their kids to school, but why on EARTH are they the only ones SKY will talk to?!

Can you not just stay on hold? I stayed on hold for 30 minutes the other day, to speak to the doctor's surgery.

@Bringringbring12 I wouldn't risk cancelling the DD tbh, as you have agreed to pay the full year. If you can't get through, you may have to weather the extra £12 a month for the next 6 months til the end of the contract.

Then if I were you, I would cancel the contract and go to freeview or freesat. Along with the fact that netflix and amazon is available, there is really no need to have SKY these days (IMO.)

@arethereanyleftatall

Conveniently, it's possible to upgrade your package online 'during these tough times' but not downgrade. Very convenient sky.

Yeah, typical SKY really. This is why I left some 5 years ago and went to freesat. They have been spectacularly shyte for YEARS now.