topic Re: Early termination before transfer in Broadband

Early termination before transfer

Bill051 — Thu, 17 Apr 2025 08:56:10 GMT

I am transferring from sky to virgin. The connection process failed and requires an engineer. Sky have already terminated my service, leaving me to use .my very poor mobile signal.

Re: Early termination before transfer

Anonymous — Thu, 17 Apr 2025 09:28:53 GMT

@Bill051 Did you use the One Touch Switch (OTS) process, which I understand Virgin are now part of?

If so, Virgin shouldn't have told Sky to terminate until your new connection is up and running.

Re: Early termination before transfer

Bill051 — Thu, 17 Apr 2025 09:36:44 GMT

Yes. It would have been better to do it the old way so as to have an overlap. I thought I would stay connected till the end of the contract next week. If I decide to cancel in the cooling off period can I get back?

Re: Early termination before transfer

JimM1 — Thu, 17 Apr 2025 09:41:15 GMT

@Bill051 Is it virgin cable for docsis, and OR landline fttc connection from sky, who has failed as you do not say, VM or Sky.

Re: Early termination before transfer

Bill051 — Thu, 17 Apr 2025 10:11:37 GMT

I am assuming there is a problem with the VM cable. It's VM fault if they've told Sky that the transfer has completed without confirming with me. Am I still a Sky customer till the end of the contract?

Re: Early termination before transfer

JimM1 — Thu, 17 Apr 2025 10:35:16 GMT

@Bill051 What was the transfer date from sky to VM? They are two different systems and all though the OTS is not 100% infallible things can go wrong, you would be a sky customer until the switch date, but if the line has been disconnected then it is highly unlikely to get it back from sky. VM control the process for the stop/start so VM are the only ones who can answer what is going on.

Re: Early termination before transfer

Bill051 — Wed, 23 Apr 2025 18:14:51 GMT

Finally connected today. The external cable has been repaired. The original connection date was the 16th. Given that it's two different systems and my contract runs till the 25th I am surprised that Sky had to cut me off on that date. I presume they'll charge me up to the 25th.

It looks as though. if using the OTS, you should use the option to inform original provider yourself.

Re: Early termination before transfer

Sayek — Wed, 23 Apr 2025 18:38:10 GMT

I am switching from Virgin to Sky soon.

May I ask if you used Virgin previously or is this your 1st time with Virgin Media?

Re: Early termination before transfer

JimM1 — Wed, 23 Apr 2025 20:43:53 GMT

@Sayek Did you read the first post?

Re: Early termination before transfer

Sayek — Wed, 23 Apr 2025 21:01:49 GMT

I appreciate OP is switching from Sky to Virgin but noticed on the signature "previous VM" so assumed a former Virgin customer 😁

Re: Early termination before transfer

Bill051 — Thu, 24 Apr 2025 09:11:33 GMT

@Sayek

Yes I had the Virgin media socket in the house but the cable to the street had been disconnected , possibly when they were connecting my neighbours recently. If you have been a previous customer they assume you are connected but don't check it. The cabling is done by a third party so it takes a while. If you use OTS I'd recommended opting to inform Sky yourself even if you end up overlapping.

Re: Early termination before transfer

Bill051 — Thu, 24 Apr 2025 11:49:56 GMT

This email didn't help. Adding insult to injury.
"We’re really sad to hear that you’ve left us. It feels like a breakup that we just weren’t ready for, and we truly value the time we’ve spent together.

If there’s anything we can do to make things right, please let us know."

Re: Early termination before transfer

Bill051 — Mon, 28 Apr 2025 15:07:53 GMT

It gets worse. Charged for a month after the end of my contract!
Will the system automatically refund it or do I need to claim it?

Re: Early termination before transfer

JimM1 — Mon, 28 Apr 2025 15:19:23 GMT

@Bill051 Computers and billing, just depends where in the cycle things are happening, 6-8 weeks later THEY may auto refund, but keep any eye on it, sometimes get's applied as a credit to account, but if you have nothing else with sky sit's in the No man's land. Going to link a post from earlier take a read, and the Superuser can sort this out as the preferred method. @Daniel0210

Re: Refund of credit | Sky Community

Re: Early termination before transfer

Daniel0210 — Mon, 28 Apr 2025 15:22:27 GMT

@Bill051
Refunds should take about 6 weeks from your last day of connection (but do appear to be taking longer in some cases), however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take even longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If you’ve cancelled the payment method you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but before we can escalate it to Sky please confirm in your reply it’s currently showing as a credit on your Sky account and whether the payment method is still active.

Re: Early termination before transfer

caesarome — Mon, 28 Apr 2025 15:22:39 GMT

@Bill051

Before a refund is issued you should see a credit on your Sky account so if you do then post back here as we can help you via here to get the refund issued much quicker.

Re: Early termination before transfer

Bill051 — Mon, 28 Apr 2025 15:48:14 GMT

Thanks for the quick responses.

A direct debit was taken on the 25th of April and the DD is still shown as active on my bank account.

The account shows an amount due and an amount paid leaving a zero balance.

Should I expect to see a credit at some point?

Re: Early termination before transfer

caesarome — Mon, 28 Apr 2025 15:58:33 GMT

@Bill051

Does a credit appear on what will have been your next bill ?

Re: Early termination before transfer

JimM1 — Mon, 28 Apr 2025 16:48:28 GMT

@Bill051 Does take a few billing cycles sometimes, can take a look at mine if you need from last year, know when i transfered, and when credit appeared, but i just called Sky to get it back at that time. Let me know... Jim

Re: Early termination before transfer

Bill051 — Tue, 29 Apr 2025 11:10:11 GMT

@caesarome @JimM1

There is a credit showing as the next predicted bill. I'll keep checking.

How long should it take to port the phone number?

Who doi Ineed tocontact, old or new supplier?