topic Re: Switch over payment in Broadband

Switch over payment

DebsAdd — Thu, 12 Mar 2026 12:45:42 GMT

I changed broadband because sky was offering a great deal and said they would deal with the switchover. They didn't do this so I have had to pay 2 direct debits and pay the cancellation fee. I have done everything sky has asked sent the email of the invoice and proof of payment, but still don't have the money back. I am disabled and live on a budget. Now I have used money that was for my gas and electric and they don't care. I was in the phone for over an hour yesterday and it was promised today but nothing.

Re: Switch over payment

TimmyBGood — Thu, 12 Mar 2026 13:00:32 GMT

@DebsAdd wrote:

I changed broadband because sky was offering a great deal and said they would deal with the switchover. They didn't do this so I have had to pay 2 direct debits and pay the cancellation fee.

The one-touch-switch system in the UK should deal with the technical changeover, but doesn't pay the final bill or any early exit fee because that would involve an exchange of personal data which isn't permitted. It's the customer who makes the payment and then claims a contribution back from the new provider if they offer such a scheme.

Re: Switch over payment

DebsAdd — Thu, 12 Mar 2026 13:03:14 GMT

I have paid it and they are supposed to pay me back.

Re: Switch over payment

caesarome — Thu, 12 Mar 2026 13:09:28 GMT

@DebsAdd wrote:

I have paid it and they are supposed to pay me back.

Do you mean Sky are supposed to pay you back, if so it doesn't quite work like that because once you provide Sky that you have been charged an early termination fee and proof that you have paid it they will credit your account for up to £200.

https://www.sky.com/help/articles/switching-credit-offer

You must provide a copy of the bill from your previous broadband supplier where you have been charged an early termination fee and a copy of a statement showing that you have paid it and send these to Sky via this email address - switching credit @Sky.uk (all one word without the gap)

The credit will then be used to pay for next available bill or bills.

Re: Switch over payment

Daniel0210 — Thu, 12 Mar 2026 13:11:41 GMT

@DebsAdd wrote:

Now I have used money that was for my gas and electric and they don't care.

@DebsAdd

The money goes onto your Sky account as a credit, not your bank account.

Re: Switch over payment

DebsAdd — Thu, 12 Mar 2026 13:21:27 GMT

Yes I know that but it hasn't been paid. So I am trying to withhold paying anything so I know I can pay all my bills. It's empty promises that it will be paid and it's not.

Re: Switch over payment

DebsAdd — Thu, 12 Mar 2026 13:23:43 GMT

And I have sent the invoice and bank statements to the switch team

Re: Switch over payment

Daniel0210 — Thu, 12 Mar 2026 14:36:54 GMT

@DebsAdd

These things aren't instant. When it's done the amount with show in your Sky account as a credit (up to a maximum of £200 for broadband and up to £100 for TV).

If you haven't seen it already please read this about Sky switching credit...

https://www.sky.com/help/articles/switching-credit-offer

Re: Switch over payment

Daniel0210 — Thu, 12 Mar 2026 14:38:32 GMT

@DebsAdd

These things aren't instant. When it's done the amount with show in your Sky account as a credit (up to a maximum of £200 for broadband and up to £100 for TV).

If you haven't seen it already please read this about Sky switching credit...

https://www.sky.com/help/articles/switching-credit-offer

If it takes over 14 days there's an email address on that link to make contact.

Re: Switch over payment

TimmyBGood — Thu, 12 Mar 2026 16:05:50 GMT

@DebsAdd wrote:

So I am trying to withhold paying anything

Note that if your Sky account falls into deficit before the credit is applied then your service(s) will be suspended.