Sky Ireland has announced that thousands of Irish households will receive refunds due to a yearlong overcharge affecting certain broadband customers. This situation arose when a small segment of customers, both on broadbandonly plans and those bundled with TV services, were inadvertently charged higher rates without prior notification.
Details of the Overcharge Issue
Sky operates with approximately 260,000 broadband customers in Ireland, alongside an even larger number using its TV services. It is estimated that less than 1% of these customers have been impacted by the overcharging incident.
How the Overcharges Occurred
- Sky increased prices on specific bills erroneously.
- No notifications were sent to affected customers regarding these changes.
- The average amount of overcharge per customer was reported to be €50.
The error was identified during a review of contractchange notifications conducted by the company. Sky discovered that a small number of its customers did not receive the required notifications when their service price was raised.
Refund Process and Future Price Changes
Sky has confirmed that credit will be applied directly to customer accounts to rectify the overcharges. Affected individuals will receive refunds, even if they have since switched service providers. In such cases, the company will process refunds using the existing payment method on file. If this payment method is outdated, refunds will be issued via cheque to ensure recipients receive their money.
Additionally, customers have been notified that their service prices will increase starting in January 2026. Sky emphasizes the importance of notifying customers about contract changes, as per guidelines set by communications regulator ComReg. These regulations require service providers to inform customers of any changes to their contracts, including price adjustments, at least one month in advance.
ComReg Regulations
According to a spokesperson for ComReg, service providers must adhere to strict notification protocols regarding any changes to both price plans and terms and conditions. Customers must also be informed of their right to terminate contracts without facing penalties if they choose to do so.