Forum Discussion

gunner81uk's avatar
gunner81uk
On our wavelength
5 days ago

Pulling my hair out over Sky Sport add on

there was an offer yesterday on my upgrades to have Sky sports HD for £25 a month on a monthly rolling contract.  I signed up for it and had a confirmation email but the sports channels were not showing.   I spoke online to someone called Jessi who tried fobbing me off with the full price of £32 plus £7 for HD pack.  Eventually she spoke to a manager who agreed to let me have it for the discounted price until my contract expires in August then I can renegotiate.   I was happy with this.

Anyway, today I received an email with a pre contract basically tying me in to a new 18 month contract!!!  The sky sports was added to my main service instead of an add on service.  So again I spoke to someone called Monika who after 50 minutes of going back and fore basically said I would have to go through retentions to get back on my old contract.  As she was transfering me to retentions I lost connection.  so had to go through the whole process again with someone called Nakita.  Nakita transferred me to retentions much quicker but lo and behold there was a 119 minute wait!!!!!!

So here I am waiting, not knowing if or when I'm getting through to retentions as it's already 17:50 and I have no idea when they close.  How can adding an add on bring so much stress.  Come August and I'm most probably off elsewhere.  Stress levels through the roof!

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    2 days ago

    Hi gunner81uk,

    Thank you for reaching out to us in our community and welcome, we are sorry to hear an offer you saw online for Sky Sports wasn't added and when you called it was with a new contract which wasn't showing online at the time, this is really disappointing to hear and not the service we wish to provide, were you able to speak to our Customer Relations team? 

    Regards

    Paul.

  • japitts's avatar
    japitts
    Very Insightful Person
    2 days ago

    As a broad rule, if you have any discounts on premium channels or add-ons, that does generally go hand-in-hand with a new 18month minimum term.

    The only way to add them without re-contracting is normally, to pay full price. Hence if you've had a particular promotion offering a reduced price without re-contracting, then you will need to have followed the instructions in that offer.

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    3 days ago

    A word of warning. If you sign up online or through your box, it creates a request to Customer Services staff to make the changes which is then placed in a queue. These requests can take several days to be actioned. If you then ring up & try speeding the process up, it is quite possible the agent cannot see the offers you were receiving through the box & they just have to go with what the system presents to them at the time.