Q. In May I ordered a Sky TV package and it was installed a few days later.
But I couldn’t get it to work so I decided to cancel the package within the cooling off period.
I was told to return the equipment to Sky, which I did.
But ever since then I have been charged £26 a month.
When I called Sky it insisted that I had taken out a broadband package.
But I’m 75 years old and don’t use the internet, so I don’t understand why I would have.
I’ve cancelled my direct debit but I still want to get the matter straightened out.
I’ve spent hours on hold to Sky wracking up a £10 phone bill.
All I wanted was the comedy channels and now I feel really let down.
Phillip Moore, Blackpool.
A. You hoped your Sky package would give you hours of entertainment but instead it caused you weeks of frustration.
You visited your local Sky store on May 12 and took out Sky Stream and Sky Broadband packages for £26 a month.
A member of the team explained the contracts to you and you were sent an email to confirm that the packages are for both TV and broadband.
But Sky said despite this you still didn’t understand the deal.
You had a change of heart on May 27, so called Sky and cancelled the packages but it continued to take the payment of £26 from your account.
Thankfully, I understood your letter immediately and contacted Sky to put things right.
The company swung into action and has now cancelled your account.
It has also sent you £85, which includes your refund and a gesture of goodwill.
Always read the terms and conditions of a TV or broadband deal before you sign up.
If you have a change of heart then you should check the terms and conditions to find out what your cancellation rights are.
You usually have 14 days to cancel your contract during the cooling off period.
But if the price of the deal goes up then your provider should give you 30 days to cancel it without a fee.
Or if your contract was for a certain length of time and has expired then you should be able to exit fee free.
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