topic Re: Switch from Virgin to Sky in Broadband

Switch from Virgin to Sky

vera120 — Tue, 04 Feb 2025 17:13:46 GMT

Hi,

I switched from Virgin in December 2024. I was told that Sky would contact Virgin, so I didn't need to do anything (I was on a rolling contract ). But a few weeks ago I received a bill from Virgin for December. It turned out that Sky had not contacted them. Now, I have to pay two and a half months of bill even though I had not used their service at all.

What I learned from uswitch website: 'As of September 2024, you should never need to contact your old provider to cancel your old broadband connection. Your new provider now must manage this whole process for you. This is thanks to a new industry process called One Touch Switch.'

I don't know whether this applies...Thanks for any advice!

Re: Switch from Virgin to Sky

Chrisee — Tue, 04 Feb 2025 17:46:29 GMT

@vera120 normally this should have been handled by the one touch switching process but unfortunately there is a number of issues with what is a new process (see this report https://www.ispreview.co.uk/index.php/2025/01/ofcom-probes-deeper-into-flaws-of-new-uk-broadband-switching-process.html) I would complain to Sky as it is their responsibility see How to make a Sky complaint | Sky Help | Sky.com

Re: Switch from Virgin to Sky

vera120 — Wed, 05 Feb 2025 17:45:01 GMT

Thanks for the reply. I will make a complaint to Sky.

Re: Switch from Virgin to Sky

vera120 — Tue, 25 Feb 2025 19:03:15 GMT

I have contacted Sky and their reply:

'Unfortunately, I couldn't find any notes indicating that you contacted Sky to inform us about the switch process or to request the cancellation of your previous service. Typically, customers are advised to contact Sky directly to ensure a smooth switch process. As you did not contact us, the line takeover was not initiated.'

I find it fustrating that I specifically asked about this at the retail shop and was ensured that Virgin would be contacted and I had nothing else to do.

Any advice from anyone who experienced a similar issue?