Sky TV issues refund, apology after notification error

Sky TV has issued an apology for a processing error that led to some Sky Sport Now annual pass customers not receiving sufficient information about their contracts rolling over.

Last year, RNZ reported that some customers were displeased with not being notified about the automatic renewal of their contracts, which would transition them from the promotional price of $365 per year to a new rate of $549.

One customer expressed their frustration, stating, “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 about the price increase and the fairness of an annual rollover when the contract price jumps by 50%. We couldn’t find any notice of this price hike either.”

Sky TV has acknowledged the issue this week and undertaken a thorough investigation.

A Sky TV spokesperson explained, “Due to a process error, we failed to send reminder emails to some Sky Sport Now Annual Pass customers – those whose pass renewed between June 6 and December 15, 2025 – regarding the renewal and the new Annual Pass price of $549.99 effective from March 21, 2025.”

The spokesperson added, “We apologize for this oversight and are committed to rectifying it.”

Affected customers have been notified via email of a $50 refund, bringing them back to the standard price prior to the increase.

Additionally, customers have been given the option to cancel their pass early for a pro rata refund but will lose access to Sky Sport Now upon cancellation.

Furthermore, Sky TV has assured customers that steps have been taken to prevent similar incidents in the future, stating, “We have addressed the issue and enhanced our renewal notification processes to avoid any recurrence.”