Sky probed for ‘making TV contracts too difficult to escape’

SKY TV is facing an investigation by watchdogs into the way it treats customers who try to cancel their contracts.

The satellite broadcaster has already been criticised for heavyhanded sales tactics after subscribers were forced to spend hours – and in one case years – trying to leave.

One who attempted to cancel was kept talking for 90 minutes and still failed. Another user found the process so arduous that he eventually billed Sky for his time over two years and won a £1,500 payout.

The probe by regulator Ofcom will look at whether Sky fell short of legal obligations to ensure customers can shop around for the best deal.

Last night, a Sky spokesman said: ‘We’re committed to delivering the best service in the country. We will work closely with Ofcom to help them with

‘Getting a raw deal’

their investigation.’ It is the second inquiry by the watchdog in as many months to signal a crackdown on telecoms and television companies suspected of giving customers a raw deal.

In June, it began a probe into the ‘aggressive tactics’ used by broadband and TV firms on customers who want to leave.

The watchdog also wants to force mobile phone companies to make it easier for users to switch providers without having to make multiple calls or face excessive fees to ‘unlock’ their handsets.

Sky claims subscribers can cancel by letter, email, fax or phone. But some said the firm would only accept their written cancellation if they confirmed it with a telephone call. Those who then cancelled direct debits for their subscriptions say they were sent threatening letters.