topic Re: How do I raise formal complaint? in Broadband

How do I raise formal complaint?

Amio2020 — Tue, 07 Jan 2025 11:27:10 GMT

I cancelled my sky broadband as we are moving to toob fibre. It looks the end date was yesterday. The toob engineer is coming on 13/01/2025. When we spoke to toob they said there is a service which means sky won't disconnect us until toob have activated the fibre. I even have an email from sky saying they've been informed by toob that we are switching broadband and talk. It says this will take place on 31/12/2025 and we will cancel your services on the same day your new provider activates your new services.

I have come down this morning and my broadband has been disconnected. I've checked my sky app and broadband has been removed.

I rang toob and straightaway they said sky should not have disconnected me and that it's a breach of offcom rules to leave me disconnected. The email from sky even says 31/12/2025. I have spoken to someone at sky this morning and he refuses to re-instate my broadband. He keeps saying it's down to toob but toob have said it's sky's fault.

I work from home and I have no internet to work.

The person I spoke to at sky refuses to understand that my service shouldn't be disconnected and kept blaming toob. Toob have said this disconnection is a clear breach of offcom rules.

i wish to make a formal complaint but there is no way I can see on sky's website

please help

Re: How do I raise formal complaint?

Chrisee — Tue, 07 Jan 2025 11:44:09 GMT

@Amio2020 assuming toob used the one touch switch service and you did not call Sky to cancel the service yourself the switch should have been seamless but exactly who messed up is unclear while it could be Sky it could also be Openreach or toob. This link explains how this works https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here/

This link explains how to complain to Sky How to make a Sky complaint | Sky Help | Sky.com

Re: How do I raise formal complaint?

TimmyBGood — Tue, 07 Jan 2025 11:49:04 GMT

@Amio2020 wrote:

It says this will take place on 31/12/2025 and we will cancel your services on the same day your new provider activates your new services.

That's clearly an inappropriate date, whatever the circumstances.

To me it suggests a placeholder which hasn't been overwritten.

Re: How do I raise formal complaint?

Amio2020 — Tue, 07 Jan 2025 12:16:33 GMT

we cancelled sky broadband first as weren't happy with the price we were paying and the speeds. They said there was 14 days between that phone call and the end date of services. As soon as we came off the phone with sky we rang toob and asked to be connected. The lady at toob mentioned the switching service and that I wouldn't be disconnected. I even have the email from sky saying they won't stop our service until toob activate the service

Re: How do I raise formal complaint?

TimmyBGood — Tue, 07 Jan 2025 13:04:48 GMT

@Amio2020 wrote:

we cancelled sky broadband first as weren't happy with the price we were paying and the speeds.

The lady at toob mentioned the switching service and that I wouldn't be disconnected.

Unfortunately cancelling with the current supplier is likely to over-ride the switch system.

https://www.toob.co.uk/one-touch-switch/

Re: How do I raise formal complaint?

GD1 — Tue, 07 Jan 2025 13:06:09 GMT

@Amio2020 wrote:

Hi

we cancelled sky broadband first as weren't happy with the price we were paying and the speeds. They said there was 14 days between that phone call and the end date of services. As soon as we came off the phone with sky we rang toob and asked to be connected. The lady at toob mentioned the switching service and that I wouldn't be disconnected. I even have the email from sky saying they won't stop our service until toob activate the service

As advised in other posts your cancelling Sky Broadband rather than using the switching has likley caused this issue, Sky only need 14 days notice to end your broadband service.

With that in mind Sky may well say to you that you cancelled and it was an ioncorrect action on your part when you should have simply let Toob switch the service.