Communications regulator ComReg has imposed a €250,000 penalty on Sky Ireland over breaches relating to the cancellation of contracts.
ComReg opened an investigation into Sky in December 2024 following complaints from customers over considerable wait times when trying to cancel, and having to call multiple times before they were able to speak to an agent.
Customers also complained about being unable to successfully speak to an agent to cancel their service, and having to spend a long time on the call with the agent to cancel.
They also reported that when trying to cancel via chat with an agent, they experienced delays or impediments and in certain instances, were advised that they had to call Sky to cancel.
Following its investigation, ComReg has found that Sky’s procedures for contract termination acted as a disincentive to changing service provider which is contrary to the European Electronic Communications Code.
“ComReg engaged with Sky regarding these issues and Sky cooperated with ComReg during the course of this process,” ComReg said in statement.
“Sky had already taken steps to remedy the identified issues. Sky has committed to additional remedial actions required by ComReg,” it said.
“Sky has also agreed to pay a penalty of €250,000 in settlement of this investigation,” the regulator added.
ComReg said its investigation into the matter is now closed and that it will continue to monitor Sky’s compliance with its obligations.
