I think you either have excellent service from Sky or the worst. When i moved into my new place last month we had Sky and was told my first bill would only be £17.50 with credit from installation. However they charged me for packages I didn't have, calls I didn't make and films I hadn't watched at a total of £119 for three weeks. They wouldn't resolve things or even admit liability so I cancelled and with no questions asked from their end they seemed happy to cut me off. Hence why i'm now with Virgin. Only pay an extra 30P from what my Sky package should have been monthly and get so much more :)