topic Re: Promised Early Termination Fee Payment in Broadband

Promised Early Termination Fee Payment

Facechild — Fri, 27 Jun 2025 11:15:21 GMT

Rang Sky for the 4th time with an issue that isn't making any progress, and running ever closer to the Sky's deadline. I really thought today's call would progress my issue when I was told that she has sent me 2 helpful emails. Took her at her word, thanked her, said goodbye. No email in my inbox.. Looked in Spam folder- no email from Sky.

Sky's recording will show a satisfactory end because their advisor said that she has already sent the emails while I was in the phone. I'm at a loss to know how to proceed and I have been reluctant to contact the ombudsman. On the last bank holiday Monday a previous adviser said she would give me a call on the Wednesday and I believed her. Sad to say she didn't call, hence my call to Sky today.

What do you do when all you get is the run around? In the past I've given Sky Customer Service glowing reviews, and have recommended them to everyone in office complex, family and friends.

Re: Promised Early Termination Fee Payment

Daniel0210 — Fri, 27 Jun 2025 11:33:24 GMT

@Facechild

Not sure what your issue is from what you've posted. Suffice to say you can't 'go to the Ombudsman' until you've made a complaint to Sky and they've had sufficient time to resolve it.
https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Promised Early Termination Fee Payment

JimM1 — Fri, 27 Jun 2025 12:00:08 GMT

@Facechild Would logon and take a look in your My Message section off your account!

Re: Promised Early Termination Fee Payment

caesarome — Fri, 27 Jun 2025 12:42:49 GMT

@Facechild

What is your actual issue, have you recently changed to Sky and are trying to claim your switching credit ?

Re: Promised Early Termination Fee Payment

Facechild — Fri, 27 Jun 2025 20:09:27 GMT

My issue is trying to get the early termination charge that Virgin Media charged me; not the whole amount (£351.00 - total final bill £373.37) just up £100 of it. I found the e-mail address and sent my name, account number, the bill from VM and bank statement showing that I paid the bill. That was on the 19th May. I received an acknowledgment in response instructing me to please send evidence of the bill and bank statement or screenshot of it.
I have e-mailed the item 3 more times making sure that everything was legible and clear. I understand that it takes about 14 days. It was the Sky adviser who told me that Sky would pay my early termination fee if I did the switch now instead of waiting till Christmas. That's what persuaded me.

Re: Promised Early Termination Fee Payment

JimM1 — Fri, 27 Jun 2025 20:13:33 GMT

@Facechild Have you looked on your bill, and also on the future bill's to see if the £100 has been applied as a credit to you!

Re: Promised Early Termination Fee Payment

Facechild — Fri, 27 Jun 2025 20:17:20 GMT

Actually, no I hadn't thought to do that since they didn't appear to have accepted my application but that makes sense. I'll do that now.

Re: Promised Early Termination Fee Payment

Facechild — Fri, 27 Jun 2025 20:29:51 GMT

Well I 've looked and, it's not been sent to my account.

Re: Promised Early Termination Fee Payment

JimM1 — Fri, 27 Jun 2025 20:35:20 GMT

@Facechild All you can do is hound them. And the link you have probably seen so many times.

Credit for switching your TV or broadband to Sky | Sky Help | Sky.com | Sky Help | Sky.com

When will I get my credit?

Successful claims are usually processed within 14 days of it being made. We’ll send you an email to confirm, then the credit will be applied to your Sky account.

So there’s no delay in processing your claim, make sure you send all the info requested.

Been waiting more than 14 days? Email us at switchingcredit@sky.uk with your Sky account number and postcode and we’ll check why there’s a hold up.

Re: Promised Early Termination Fee Payment

Facechild — Fri, 27 Jun 2025 20:41:59 GMT

Will do. Thank you so much.

Re: Promised Early Termination Fee Payment

caesarome — Fri, 27 Jun 2025 20:48:25 GMT

@Facechild wrote:

That was on the 19th May. I received an acknowledgment in response instructing me to please send evidence of the bill and bank statement or screenshot of it.
I have e-mailed the item 3 more times making sure that everything was legible and clear.

So after doing this you have heard nothing ?

Re: Promised Early Termination Fee Payment

Facechild — Fri, 27 Jun 2025 22:17:30 GMT

Each time I send the info I have received acknowledgment message itemising and requesting the things I should send. It's very frustrating: it's as if it's not a person but automated.