Trying to cancel..

Forums › Sky, Neon › Trying to cancel..

wasabi2k

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Topic # 191411 3-Feb-2016 15:50

We finally gave up on SKY early this year and decided to cancel.

Went to website - sent an email.

2 days later got a reply - they are passing me on to Customer Care and notice of 14 days applies from 13/01. Cool.

Got a phone call about 3 days later as I was pulling in to work - advised I was heading underground and please call back in 10.

No call that day.

No call for another 2 days.

Tried calling on 0800 759 759. On hold for 30 minutes. Gave Up.

Emailed Again.

2 days later - thanks we have passed you on to customer care.

It is now 6 days later, no communication. Have been on the phone on hold for 10 minutes so far.

I think I see a new business strategy - if your customers can't cancel....

mendit

13 posts

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+1 received by user: 6

Reply # 1484527 3-Feb-2016 16:08

Wow that sucks. I cancelled a few months back and got through pretty quickly. They weren't very happy when I mentioned Netflix.

Sounds pretty dodgy on their part. Unfortunately they don't cancel over email and will always get you to call them. I always leave these calls for my hands free in the car on the way home. I'm stuck in traffic for an hour anyway, might as well listen to their horrible hold music

Shock

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Reply # 1484543 3-Feb-2016 16:22

2 people support this post

Yep we had a similar challenge. They took our call, logged the cancellation request with the team responsible, was told that cancellation would take effect from the date I rung and was informed they would "ring in the next few days".

We that didn't happen I rang everyday until I got through to the cancellations team and confirmed the request was logged and final date set correctly. Dropped off the kit that day, got my return receipt and drove off into the sunset regretting nothing.

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BlinkyBill

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Reply # 1484591 3-Feb-2016 17:03

Write a letter for some paper, supply a notice date 14 days from the date of posting, write "cc John Fellet" under the addressee line, write "contact me by mail if you have any issues", print off two copies, put one in one envelope and one copy in the other envelope, mail it in, and take care of any direct debits. One of the copies is to John Fellet. Make sure your account number is referenced, and keep it short and to the point.

Job done and all obligations fulfilled.

Email is not an appropriate vehicle as the only vehicle for cancellation.

BlinkyBill

tdgeek

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Reply # 1484609 3-Feb-2016 17:36

I cancelled yesterday. Easy. 14 days notice, that's ok, but why cut me off when I am still paying the 14 days?. I expected to have full use until the notice period was up especially as they said you have 14 days to return the gear AFTER the notice period is up

mattwnz

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Reply # 1484612 3-Feb-2016 17:40

tdgeek: I cancelled yesterday. Easy. 14 days notice, that's ok, but why cut me off when I am still paying the 14 days?. I expected to have full use until the notice period was up especially as they said you have 14 days to return the gear AFTER the notice period is up

If you were still paying for 14 days, then you should still get use of the 14 days. Otherwise ask for a refund of the 14 days. Eg. you have paid for a service you haven't received.

tdgeek

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Reply # 1484626 3-Feb-2016 17:51

mattwnz:
tdgeek: I cancelled yesterday. Easy. 14 days notice, that's ok, but why cut me off when I am still paying the 14 days?. I expected to have full use until the notice period was up especially as they said you have 14 days to return the gear AFTER the notice period is up

If you were still paying for 14 days, then you should still get use of the 14 days. Otherwise ask for a refund of the 14 days. Eg. you have paid for a service you haven't received.

Yep I assumed that. Cricket on so now on call music. We shifted and no dish but Sky Go I am still due for. My logon is cancelled as well.

Right. Sky Go is down, as are logins to it. Maybe that's the issue . I'm fully active so as it's a glitch I have no issue.

mattwnz

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Reply # 1484676 3-Feb-2016 18:22

tdgeek:
mattwnz:

tdgeek: I cancelled yesterday. Easy. 14 days notice, that's ok, but why cut me off when I am still paying the 14 days?. I expected to have full use until the notice period was up especially as they said you have 14 days to return the gear AFTER the notice period is up

If you were still paying for 14 days, then you should still get use of the 14 days. Otherwise ask for a refund of the 14 days. Eg. you have paid for a service you haven't received.

Yep I assumed that. Cricket on so now on call music. We shifted and no dish but Sky Go I am still due for. My logon is cancelled as well.

Right. Sky Go is down, as are logins to it. Maybe that's the issue . I'm fully active so as it's a glitch I have no issue.

Worth challenging, as the money is better in your account than their's

tdgeek

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Reply # 1484680 3-Feb-2016 18:31

mattwnz:
tdgeek:
mattwnz:

tdgeek: I cancelled yesterday. Easy. 14 days notice, that's ok, but why cut me off when I am still paying the 14 days?. I expected to have full use until the notice period was up especially as they said you have 14 days to return the gear AFTER the notice period is up

If you were still paying for 14 days, then you should still get use of the 14 days. Otherwise ask for a refund of the 14 days. Eg. you have paid for a service you haven't received.

Yep I assumed that. Cricket on so now on call music. We shifted and no dish but Sky Go I am still due for. My logon is cancelled as well.

Right. Sky Go is down, as are logins to it. Maybe that's the issue . I'm fully active so as it's a glitch I have no issue.

Worth challenging, as the money is better in your account than their's

It's a glitch, it happens. Years ago it was down for a couple of days I didn't care as it's highly reliable . They gave a credit for those days without me asking. So while I could jump up and down I won't. They have been very very good overall. If they had been average or less, I'd demand something out if principle

Jase2985

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Reply # 1484770 3-Feb-2016 20:15

I called before xmas cancelled for the 23rd of Jan, dropped the decoder back on the 18th, got a check, yes check, for $15.xx which i take to be the difference between the day i dropped it off and the date i had down to cancel.

I dont know why people bother with emails and webforms when you can call and have it done in less than 5 minutes and can get any answers to your questions immediately.

wasabi2k

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Reply # 1485101 4-Feb-2016 11:36

Second phone call got me cancelled - after another 20+ minutes on hold.

Then being told my account number was wrong - tracked me down by my wife's name - checked my account number and it was.... the one I gave her in the first place.

OK - people make mistakes. Transferred to cancellations, nice lady sorted it. Cancelled immediately and cheque (!) in the post for remaining credit.

I guess lesson being don't bother emailing.

wasabi2k

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Reply # 1488617 10-Feb-2016 10:35

It has been a week. no regrets.

Still looking into NRL streaming options - NRL digital pass and livestream.com.