I didn’t acknowledge the fact your relative is elderly as it’s a little demeaning to simply equate elderly with senility or someone liable to confusion ( as others of similar ages have pointed out ) .
I’m not blaming anyone for the fact that apparently a misunderstanding took place , simply pointing out that with many conversations the parties involved can have different recollections of what was discussed , you seem to take a somewhat contradictory view of the callers age being arguing that as your relative is elderly , they can easily confused , and should have been handled with kid gloves , and the terms of the migration spelled out in a better fashion, if the result was your relative assumed that Sky TV could be cancelled by BT , ( which is obviously wrong ) , but you don’t doubt this elderly person’s ability to recall exactly what was said on a call from 9 month ago .
I would always look , especially if impropriety is suggested , that who is it that would benefit , in this case no one but Sky would , so why would the BT agent say anything misleading as far as Sky TV is concerned, why would BT say , explicitly , words to the effect , ‘ we will cancel your Sky TV ‘ when that’s not even possible ?.
I would concede that if something was said like ‘ we can cancel your Sky service’ that is open to interpretation , but context is everything, if Sky TV was mentioned specifically on the call , as the reason why they wanted to switch everything, then an indication that BT cannot cancel Sky TV woukd have been helpful, but we don’t know what was said , if there was a doubt , clarification should have been sort , if it were I cannot believe BT would say ‘ we cancel everything for you , including TV ‘ , it possible a recording of the call exists and ( AFAIK ) a transcript can be provided for a small fee.
You or your relative are at liberty to approach Sky , stating that the date the broadband was disconnected from Sky was the date the Sky TV was supposed to also be disconnected, but I would imagine they will say , you , and only you , needed to have told us that you wanted to cancel the TV , separately from the broadband and phone .
