Sky TV Issues Apology and Refunds After Contract Notification Error

Sky TV has issued an apology and announced refunds due to a processing error that affected some annual pass customers of its Sky Sport Now service. The issue arose when customers did not receive proper notifications regarding the automatic renewal of their contracts. As a result, they were unaware that their promotional annual fee of $365 would increase to $549 upon renewal.

The Radio New Zealand (RNZ) reported last year that several customers expressed dissatisfaction over the lack of communication regarding the automatic contract rollover. One customer noted, “I emailed within two hours of our card being charged yesterday to see if they would offer us the promotion, but they have not and are sticking to charging us the full $549. I am particularly concerned regarding the price aspect here, and whether an annual rollover is fair when the price of the contract increases by 50%.”

In a statement released this week, Sky TV acknowledged the oversight and confirmed that a thorough investigation had been conducted. The company stated, “Due to a process error, we didn’t send some Sky Sport Now Annual Pass customers—those whose pass renewed between June 6 and December 15, 2025—the usual reminder email before renewal.” This email, which should have been dispatched 30 days prior to the payment, would have confirmed the renewal and notified customers about the new annual pass price of $549.99, effective from March 21, 2025.

Sky TV expressed regret for the inconvenience caused, noting that affected customers had been sent an apology email. This communication also informed them that they would receive a $50 refund, which would revert their payment back to the standard price before the increase.

Furthermore, the company has provided options for customers dissatisfied with the new pricing structure. “If customers do not wish to continue with their annual pass, they can choose to cancel their pass early. Customers who opt for this will receive a pro rata refund but will lose access to Sky Sport Now from the day of cancellation,” the spokesperson added.

In closing, Sky TV reassured customers that measures have been taken to rectify the situation. The company stated, “We have fixed the issue and have strengthened our renewal notification processes to avoid this happening again.”