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Sky investigated by Ofcom


Sky is being investigated by the broadcasting watchdog, Ofcom, over concerns that customers who are attempting to cancel their plan are being ignored.

The investigation will look at Sky’s TV, broadband, and phone services to monitor the way the provider gives clients the chance to cancel their package.

Officials are undertaking this investigation after received a number of complaints from people who claimed that Sky were making it difficult for them to cancel their subscriptions. In official Ofcom rules, providers must not make it difficult for customers to leave a contract when they have a right to.

Telegraph Money reported on Sky routinely mistreating customers, especially in the case of cancelations. Sky claims that a customer can cancel via letter, email, fax or phone, but the Telegraph found that they routinely refused to accept any cancellation requests that were not "verified" by the customer over the telephone.

Ofcom’s investigation, which could last until next year will consider whether Sky breached its obligations to ensure that contract termination procedures do not act as a disincentive for customers to change provider.

A spokeswoman from Ofcom said:
“Most people will just complain to Sky, but if they are facing a brick wall we are encouraging people to complain to Ofcom as well,”

Although Ofcom can not help an individual with a complaint, the spokeswoman said complaining to Ofcom will “let us analyse the issues that are being complained about most.”

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