Ofcom asks Sky about end-of-contract notifications for customers

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Does Sky honestly play end of contract notifications for pay TV customers? Ofcom investigates the telecoms giant

  • Ofcom investigating Sky to see if it is complying with industry rules
  • Companies must now inform customers of the end of their contract
  • Sky thinks she doesn’t have to tell her pay TV customers

Ofcom has launched an investigation into whether Sky is complying with mandatory rules that say it must send end-of-contract notifications to pay-TV customers, This is Money may reveal.

Earlier this year, the telecommunications watchdog introduced new regulations that require broadband, mobile phone, home phone and pay-TV companies to notify their customers when their minimum contract term expires. .

These rules state that notifications should be sent to clients of all public “electronic communications services”.

Ofcom said it believed Sky was providing an electronic communications service and therefore needed to send end-of-contract notifications to its pay-TV customers.

Sky is under investigation by Ofcom to see if it is properly informing customers

However, Sky does not consider its stand-alone pay television services to fall within the definition of an “electronic communications service” and considers that the obligation to send such notifications does not apply.

The watchdog said he plans to provide an update on this matter by the end of January 2021.

A Sky spokesperson said: “We welcome Ofcom’s plans to reconsider our position and we welcome the opportunity to clarify what has long been a difference of opinion on the interpretation of the law.

“Our customer service is industry leading, we speak to millions of customers every year, and we’re always on hand to answer billing and account questions.

“We offer our customers a wide range of options to help them manage their Sky services and bills, we make all advertised offers available to all of our customers, and we proactively send out new personalized offers and resources. save money every month.

Sky added that it encourages its customers to get in touch if they want to discuss billing or new services.

Pay TV providers must notify their customers when their current contract ends

Pay TV providers must notify their customers when their current contract ends

Pay TV providers must notify their customers when their current contract ends

He also stated that he makes all advertised offers available to all of our customers, whether new or existing.

Ernest Doku, technology expert at Uswitch, said: “End-of-contract notifications were meant to empower consumers and help them get rid of packaging that isn’t good enough anymore.

Ofcom’s investigation focuses on whether pay TV providers like Sky are required to send notifications to stand-alone TV customers in the same way as mobile and broadband providers.

“Any measure that puts more information in the hands of consumers is a good thing, and our figures suggest mobile and broadband consumers could be better off by a billion pounds a year if they opted for an offer better value.

“We can’t wait to see the results of Ofcom’s investigation as their decision could affect thousands of consumers who use pay-TV services like Sky.

Don’t wait for a termination letter to pass through your front door if you know you are in breach of contract.

“Log in now and start searching for available deals, even if they’re with your current provider.

Customers are encouraged to use price comparison sites to see if they could save money by switching providers or switching to a different service with their current provider.

It’s also worth negotiating with your TV provider to see if you can withdraw money from your existing bill.

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