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News : Ofcom to Investigate Sky's Aggressive' Tactics When Cancelling Broadband
London, UK, June 24, 2015 -- Ofcom is to carry out an in-depth enquiry into the process of cancelling a broadband contract with Sky, following a newspaper investigation.
It comes after the Telegraph revealed that several Sky customers had encountered extreme difficulty when attempting to cancel their packages with the provider, despite their contract stating it should be a relatively simple process.
One man was awarded compensation of £1,500 after spending 55 hours attempting to resolve an error that saw him continually billed for an amount he had already paid after moving house.
In another instance, the Telegraph found a customer was stuck on the online chat function for 90 minutes speaking to a Sky representative, despite clearly stating that his reason for enquiry was to cancel his contract, as per its terms and conditions.
Aside from broadband contracts, Ofcom is also set to look into claims that call centre staff had attempted to guilt-trip customers into reversing their decision to cancel or downgrade their TV package, making comments such as "your children will miss the Disney Channel".
Another common bugbear - mobile phone customers being refused the codes they need to switch providers at the end of their contracts - is also set to be investigated by the media regulator.
Ofcom has noted that all major providers will be subject to investigation, not only Sky, which was recently named the best-performing broadband provider by the regulator in terms of complaints for the fourth quarter of last year.
Along with Virgin Media, Sky Broadband only averaged 0.06 complaints per 1,000 customers in Q4 2014, ahead of Plusnet (0.22), TalkTalk (0.23) and BT (0.26).
Posted by Veronica Silva Cusi, news correspondent
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Sky is Europe's leading entertainment company. The group serves 21 million customers across five countries: Italy, Germany, Austria, the UK and Ireland. Sky has annual revenues of over £11 billion and is Europe's leading investor in television content with a combined programming budget of over £4.6 billion. The company employs 31,000 people and is listed on the London Stock Exchange (SKY).
Ofcom is the UK's communications regulator.
Published: Friday, June 26, 2015