Rachael: Just to let you know, there is a short survey to express your views and thoughts on the service you've received today.
This can be completed by clicking the 'End Chat'� button after you come to the end of this chat with me.
You are unable to overlap the 2 cancellation periods.'Mr Hackwood said he later contacted Sky over what had happened.
Although they initially said Rachael was right to refuse the cancellation, they later backtracked and said she had been in the wrong.
A spokesman for Ofcom also said it was 'looking into' Sky's cancellation process as a priority.
Rachael: It is a big saving but that is usually because you are losing certain packages that you get with Sky, because at the end of the day Virgin by their channels from us, so they can not continue to make it cheaper than us without it being more limited.
As for their extra box, most of the boxes they do within their package just give you the basic free to air channels, if you want to have the Sky channels on it you need to pay a much higher rate.
Where as by having the discussion you might find that we can do an all inclusive package for a similar cost without your having to lose out on what you enjoy, and at the end if you still want to remove your service then we can do that, the end date would still be the same, but atleast you would have known what your options would be.
I need to go through some questions about your subscription to make sure that I am giving you the best package possible, before I can look at the overall price, because you are clearly happy to lose some channels to be able to take it over to Virgin, so we need to have a look at the channels that you have tried to keep with Virgin so that we can give you the closest package to that and then look and see what I can do with the cost.
Rachael: I am unable to process a cancellation on your account, until I have gone through your package with you to make sure that there is nothing that I can do to help, before making any changes to your account.
I'm not interested in listening to a sales pitch for 30 minutes.