topic New customer in Account & Billing

New customer

AmandaSmith — Sun, 24 Nov 2024 22:36:34 GMT

Hi all, we switched to Sky on 1st and 15th November (had to wait a couple of weeks for broadband due to an installation issue) and Sky said they would deal with our previous supplier so we didn't need to. We've now received a bill from the previous supplier. Any advice please?

Re: New customer

caesarome — Sun, 24 Nov 2024 22:39:13 GMT

@AmandaSmith

Sky can only take over your broadband from your previous supplier it they like Sky are on the Openreach network so what company were you with ?

Re: New customer

PandJ2020 — Sun, 24 Nov 2024 22:44:58 GMT

@caesarome wrote:
@AmandaSmith
Sky can only take over your broadband from your previous supplier it they like Sky are on the Openreach network so what company were you with ?

Not entirely true. There's a new system called OTS (One Touch Switch) that is replacing the GPL (Gaining Provider Led) that works between all providers.

However, there has been teething issues with OTS and GPL was fallen back to.

Re: New customer

caesarome — Sun, 24 Nov 2024 22:48:31 GMT

I stand corrected.

@AmandaSmith

I would suggest you contact your previous supplier to let them know the date you changed over to Sky so they can close your account and deal with the billing issue.

Re: New customer

AmandaSmith — Sun, 24 Nov 2024 22:49:14 GMT

Hi we were with Virgin and Sky told us (by phone) we didn't need to do anything as they'd contact Virgin for us. The reason we were leaving Virgin was that we couldn't speak to a person, so it was refreshing that things seemed simpler with Sky

Re: New customer

PandJ2020 — Sun, 24 Nov 2024 22:56:39 GMT

In theory Sky should be able to cancel your VM service but others have recently reported issues. As I noted, previously Sky could not perform a line takeover as it's essentially a 'different line'.

You need to contact VM and ensure your services are actually cancelled. It may just be bill timing as all providers charge monthly in advance.