Sky Ireland fined again for making it difficult for customers to leave

ComReg investigation following complaints from customers found Sky’s procedures for contract termination acted as a disincentive to changing service providers, which is contrary to European regulations

In 2023, Sky Ireland was hit with a €54,000 fine by ComReg after finding the provider withheld consumer references — the numbers needed to switch service providers — on customer bills. 

Sky Ireland has been fined €250,000 by the communications regulator for making it difficult for customers to cancel their contracts.

ComReg opened an investigation in December 2024 in relation to Sky’s conditions and procedures for contract termination over the period from July 2023 to December 2024.

It follows a number of complaints from customers. Specifically, ComReg said they complained of:

• Considerable wait times when trying to cancel;
• Having to call multiple times before they were able to speak to an agent or without being able to successfully speak to an agent to cancel their service;
• Having to spend a long time on the call with the agent to cancel their service;
• Being subjected to unwanted save activity;
• When trying to cancel via chat with an agent, they experienced delays or impediments and in certain instances, were advised they had to call Sky to cancel.

Following its investigation, ComReg found Sky’s procedures for contract termination acted as a disincentive to changing service providers, which is contrary to European regulations.

ComReg said Sky cooperated with it in its investigation. "ComReg engaged with Sky regarding these issues and Sky cooperated with ComReg during the course of this process. Sky had already taken steps to remedy the identified issues. Sky has committed to additional remedial actions required by ComReg."

It said the investigation was now closed, but it would continue to monitor the broadcaster and internet provider's compliance with its obligations and investigate matters concerning the EECC regulations.

It is not the first time

In 2023, Sky Ireland was hit with a €54,000 fine by ComReg after failing to put necessary information on a number of customer bills. It was found the provider withheld consumer references — the numbers needed to switch service providers — on customer bills. 

That investigation followed a number of customers' complaints to ComReg to report issues switching from Sky, with the lack of information making it increasingly difficult to migrate to alternative service providers.

In January of this year, the High Court ruled Sky Ireland is required to inform customers their contracts are about to end and about alternative tariffs

ComReg claimed in court that Sky was in breach of the EU regulations by failing to provide consumers with “best tariff advice” in relation to all its services — TV, broadband and mobile — before the contracts are automatically prolonged. 

Sky is the only one of the five big providers refusing to do so, ComReg said.