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Sky UK Probed Over Contract Cancellation and Termination Gripes

Thursday, August 6th, 2015 (1:42 pm) - Score 1,131

Ofcom has launched an own-initiative investigation into Sky’s (Sky Broadband) compliance with their rules for governing service cancellation and terminations, which appear to have arisen following a bout of customer complaints.

At this stage the investigation (CW/01163/08/15) has no real detail behind it, except to say that the issue surrounds whether or not Sky has contravened the regulator’s General Conditions 9.3 and 22 (Details of the GC Rules).

The GC9.3 rule is designed to ensure that ISPs do not adopt conditions or procedures for contract termination that could “act as disincentives” for end-users against changing their provider, which among other things has been designed to stop the use of automatically renewing contracts.

Meanwhile GC22 is the more familiar rule for governing service migrations (switches) and home moves. Ofcom also makes a specific mention of GC22.5, which states: “When the Customer enters into a contract for the provision of Communications Services, the Gaining Provider must allow the Customer to terminate the contract from the point of sale to the completion of the Transfer Period without charge or any other form of compensation being required to be given by the Customer to the Gaining Provider.”

Related probes often take several months to complete and don’t always proceed to a full investigation. It should also be said that Sky Broadband, much like Virgin Media, tend to receive proportionally fewer complaints than their arch rivals of BT, PlusNet, EE and TalkTalk (here).

Leave a Comment
4 Responses
  1. Jazmin says:

    Having been with Sky for my broadband (ADSL2 then now Fibre Pro) I can safely say they were nothing more the super professional whenever I discussed possibly leaving to Plusnet or upgrading to Fibre Pro. Plusnet were way cheaper with a special promotion on the month of my contract renewal and they undercut them by £60 by reducing my line rental on the phone to £9.99

    I used to be with BT who I had no end of problems with. They beat them hands down

    1. Ignition says:

      I think the complaint is more over what happens if they don’t offer deals and you try to leave, rather than their retentions group.

      Giving people discounts to stay and undercutting the competition’s prices rarely leads to accusations of unprofessionalism or Ofcom complaints 🙂

  2. Paul says:

    i had issues with sky when i left, i was still in contract with them but wanted to go to BT so i rang them first and asked how much my termination charges was they said £240 when i finally left i got a bill from them for £25 it was a lie to make me not switch!

  3. timeless says:

    lve just completed a line transfer (fibre) to a new house, while there was problems it was openreaches side which were sorted on the day l went live.. just checked my billing and everything seems to have been billed fine including cancellations of the old line.

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