Sky has written to customers to tell them they are getting refunds after an 'error'. The TV giant has been contacting affected subscribers directly, saying it had been "unable" to notify them in advance of price increases. The changes took effect from April 1, 2026.
Consumer Rights Act breach leads to refunds
Under the Consumer Rights Act 2015, customers must be notified of price increases in advance and be given the right to refuse them and cancel their contract without penalty. That stipulation has seemingly led to Sky taking action by contacting customers.
A letter signed by Ann-Marie MacKay, Sky's chief customer officer, said: "We're sorry to let you know that due to an error, we were unable to notify you in advance about a recent price increase. Our standard price changes took effect from April 1, 2026, and your bills from this date onwards may have reflected the higher price.
"We will credit your account with the additional amount that you have been charged from when your price increase took effect until 31 days after this letter, so an upcoming bill will be lower than your usual monthly cost. After that, your monthly bill will be updated to reflect your new price shown below. Apologies for any inconvenience caused.
"There's nothing you need to do. Your Sky subscription will carry on as normal."
What to do if you're not happy
The letter then summarises the respective customers' price increases. These vary depending on the specific subscription package, but an example includes a £3 per month increase on the Sky Ultimate TV package and the same on Sky Full Fibre 500 broadband.
The letter added: "We hope you'll continue to enjoy our services, but if you're unhappy with these changes, you can visit sky.com/changes or call us on 0344 824 4450 to discuss or cancel your subscription. If you're within your minimum contract period, call us within 31 days of getting this letter to cancel without early termination charges. Unless you tell us otherwise, your Sky subscription will continue as normal."
Like many providers, Sky tends to increase its package pricing annually. Normally, customers would be told in advance and given the options as outlined in the letter above, rather than it being done retrospectively as in this case.
Advice if you've already cancelled Sky
The letter confirmed that the changes wouldn't affect any offers customers were currently getting. It also had advice for anyone who had changed or cancelled since April 1.
It said: "If you've updated or cancelled your package after April 1, 2026, then these changes may differ from what's listed above. If you've left Sky, any refund owed will be processed from your cancelled account back to you automatically and you don't need to do anything. For more information head to sky.com/changes."
