topic Re: Account problems in Account & Billing

Account problems

Anonymous52 — Thu, 21 Nov 2024 15:13:23 GMT

I recently changed from Virgin to Sky. My one touch switchover was never sent through properly by Sky so I am still receiving bills from Virgin. When I contacted Virgin they said the changeover is still pending & Sky have not notified them that they are now the service provider. I have now had to give 30 days notice to Virgin to cancel my contract which is going to mean I have to pay another bill in addition to the one from Sky. I spoke to someone at Sky who said it wasnt their problem & to speak to Virgin. I am now regretting changing to Sky because this is my first experience of their customer service which has been very poor! I would like to make a complaint but appears impossible to find details for that department. I doubt that I am the only one to have issues when changing from Virgin to Sky!

Re: Account problems

Mark39 — Thu, 21 Nov 2024 15:18:39 GMT

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Account problems

Anonymous52 — Thu, 21 Nov 2024 15:22:36 GMT

Thank you for your reply. I will email them now using the details you have provided.

Re: Account problems

MarkGoldsmith — Thu, 21 Nov 2024 15:59:37 GMT

@Anonymous52 wrote:
I recently changed from Virgin to Sky. My one touch switchover was never sent through properly by Sky so I am still receiving bills from Virgin. When I contacted Virgin they said the changeover is still pending & Sky have not notified them that they are now the service provider. I have now had to give 30 days notice to Virgin to cancel my contract which is going to mean I have to pay another bill in addition to the one from Sky. I spoke to someone at Sky who said it wasnt their problem & to speak to Virgin. I am now regretting changing to Sky because this is my first experience of their customer service which has been very poor! I would like to make a complaint but appears impossible to find details for that department. I doubt that I am the only one to have issues when changing from Virgin to Sky!

Which services did you switch?

Sky wouldn't be able to cancel a TV subscription with Virgin only broadband ( and that's IF the new One touch Switching broadband system is working as expected - which is having several issues since it was launched).

Re: Account problems

PandJ2020 — Thu, 21 Nov 2024 16:17:31 GMT

@MarkGoldsmith wrote:
Sky wouldn't be able to cancel a TV subscription with Virgin only broadband ( and that's IF the new One touch Switching broadband system is working as expected - which is having several issues since it was launched).

Yes, the industry had reverted to GPL for a while for which VM did not participate. Trying to get one of the providers to take ownership can be difficult!

Re: Account problems

Anonymous52 — Thu, 21 Nov 2024 16:30:50 GMT

I had both broadband & TV package with Virgin. If Sky had said they wouldn't be able to cancel my Virgin media account when I joined up I would have done it myself. I It was because they explained One Touch to me so I was expecting them to do what they said but my issue is that it is still pending so I have now had to give 30 days notice myself. Im hoping my experience with Sky improves but I have a bit longer in my cooling off period! Thank you for taking time to reply.

Re: Account problems

PandJ2020 — Thu, 21 Nov 2024 16:31:51 GMT

@Anonymous52 wrote:
It was because they explained One Touch to me so I was expecting them to do what they said...

Well indeed - it seems you have a valid complaint.