downgrade rebat

Because you are bringing your services to your new address you still have a pending payment amounting to £50.50 due on 28/08/2026 and once we collect that I can see on your account that you have a credit of £42.09 which we'll use towards your first bill at the new address. This will be £98.00 due on the 8/10/2026 but we'll deduct your credit so you'll only pay £55.91. This price includes your £35.00 mover’s fee.

Unfortunately, removing that service would also remove several of the discounts currently applied to your account. Once those discounts drop off, the overall price increases, which is why it’s not recommended to downgrade the bundle.

Keeping in mind that your contract still has 19 months and 24 days remaining, the system limits how many discounts can be applied right now. That’s why the bundle options remain the most cost‑effective choices for you at this stage of your agreement.

The offer I’ve given you is the most cost‑effective option available right now, and it actually upgrades your service while keeping the best discounts active.

After checking everything thoroughly, it turns out that removing services or changing the bundle right now would actually make the price more expensive, not cheaper. This is because your discounts are still limited — your contract has 19 months and 24 days remaining, so the system can’t apply the full range of promotional discounts yet.

Although I know my words may not fully ease your disappointment, I completely see why you feel that way. I’m truly sorry that I wasn’t able to reach the price you were hoping for. As much as I would like to lower it further for you, the pricing and discounts are set by our system, especially with the time remaining on your contract. I hope you understand that I’m doing everything I can on my side to help.

I understand your concern regarding the movie channels. From what I can see, Sky Sports has been added to your package, but Sky Cinema has not been included. I sincerely apologise for any confusion or disappointment this has caused. I can see that you've advised you specifically asked whether movies were included and were assured that they were. While I can't personally confirm the contents of the call recording, I have noted your concerns and will ensure feedback is raised regarding the information you were provided.