topic Re: Sky broadband wasn't cancelled when changed to new provider in Archive

Sky broadband wasn't cancelled when changed to new provider

Jezniel — Tue, 02 Aug 2022 17:41:39 GMT

I've switched to another provider after my contract ended with Sky back in June. I thought the switch would automatically cancel the Sky connection but it didn't. The new provider mentioned they didn't notify Sky because I didn't keep the number. I would have thought the connection with Sky would have been disconnected after the new provider take over and use their router. Now I have been charged 2 months with Sky but I did not use their service. Is there a way to get a refund for this?

Thanks,

Jen

Re: Sky broadband wasn't cancelled when changed to new provider

SKY1992bf — Tue, 02 Aug 2022 17:57:49 GMT

@Jezniel Only companies who use the openreach network notify the other company

companies such as virgin use their own network and do not have to tell sky that's the customers responsibility I'm afraid

BTW who did you switch to

Re: Sky broadband wasn't cancelled when changed to new provider

Jezniel — Tue, 02 Aug 2022 18:25:49 GMT

Thanks. I switched to Talktalk and both providers uses BT network. What can I do as Talktalk is asking me to talk to Sky for a refund and Sky is asking me to talk to Talktalk for the compensation.

Re: Sky broadband wasn't cancelled when changed to new provider

Jezniel — Tue, 02 Aug 2022 18:27:15 GMT

You mentioned only provider who uses Openreach network would notify the other. Can you please refer me to where it says this so I can send it to Talktalk/Sky?

Thanks very much!

Jen

Re: Sky broadband wasn't cancelled when changed to new provider

SKY1992bf — Tue, 02 Aug 2022 18:31:01 GMT

@Jezniel I'm pretty sure talk talk is on the openreach network, so I don't know what's happened here

@GD1 @Mark39 can either of you confirm or deny my theory

Re: Sky broadband wasn't cancelled when changed to new provider

SKY1992bf — Tue, 02 Aug 2022 18:38:38 GMT

@Jezniel I've just doubled checked and talk talk are definitely on the openreach network so they should have informed Sky of line takeover etc so I think your next move is a formal complaint to talk talk

Re: Sky broadband wasn't cancelled when changed to new provider

GD1 — Tue, 02 Aug 2022 20:12:09 GMT

@SKY1992bf @Jezniel Long story short.

I asked for Talk Talk to take over the Sky Broadband service, twice, on both occassions they never told Sky and instead have put the order through as a new line (yep, they have done that twice).

So instead went to IDnet who have done the line takeover (the only reason for this is becasue both these providers as well as using the OR network also use CityFibre who are rolling out FTTP in my area).

To be honest since you are having the same issue It is Talk Talk at fault as it sounds like they have put the order through as a new line and not a takeover.

Re: Sky broadband wasn't cancelled when changed to new provider

Jezniel — Tue, 02 Aug 2022 20:12:53 GMT

Thanks so much for looking into this. Talktalk said that as I didn't transfer the phone number over, they didn't notify Sky. I don't use the home line hence didn't think it matters whether I keep the old number or have a new one. In saying that, I'd have thought the line is disconnected in place of the new line and both are with Openreach.

Re: Sky broadband wasn't cancelled when changed to new provider

Jezniel — Tue, 02 Aug 2022 20:16:52 GMT

Thanks! Yeah I can't see whether I've requested for a new line or ask to transfer the old line and it doesn't matter to me given I don't use home line. Is there a way I could find out? I can't seem to see what I've filled out in my application. It is possible they have just given me a new line but I can't remember to be honest! I've never had to cancel with old provider in the past as it's done by old provider.

Re: Sky broadband wasn't cancelled when changed to new provider

GD1 — Tue, 02 Aug 2022 20:21:25 GMT

@Jezniel Personaly that shouldn't matter, when you placed the order (if online) you would have provided them with your landline number, or at best their system should have recognised there is an existing line.

There does seem to be something wrong with their system, it may be the fact they use 2 networks (just summising here), but they have messed this up.

All you can do now if you haven't already done so is give Sky 14 days notice. May be worth raising a complaint with Talk Talk as they have not done the transfer correctly leaving you with 2 seperate bills.

Re: Sky broadband wasn't cancelled when changed to new provider

Jezniel — Tue, 02 Aug 2022 20:21:35 GMT

Thanks very much. I have cancelled with Sky now. I was out of contract already anyway so no notice required. Will reach out to Talktalk again. Thank you so much for your time in responding to me! Greatly appreciated.