topic Re: Cancel broadband (early?) in Account & Billing

Cancel broadband (early?)

Watermelon_cat — Fri, 06 Dec 2024 08:58:27 GMT

Hi!W

We're switching to a new provider now that our current contract ends this month. They (new provider) said they currently cannot cancel Sky (they're switching systems or something like that) and therefore I suppose I have to cancel my current broadband here but I've read that as soon as I cancel, Sky will instantly turn off internet access, is that true or will I still have internet until the contract officially ends on the date?

I also cannot call as I have a non UK SIM and it would cost me too much, is there another option?

Re: Cancel broadband (early?)

PandJ2020 — Fri, 06 Dec 2024 09:58:12 GMT

@Watermelon_cat wrote:
Sky will instantly turn off internet access, is that true or will I still have internet until the contract officially ends on the date?

I'm afraid your contract doesn't end until you give notice. The One Touch Switch system doesn't appear to be fully operational yet.

If you do not cancel it then it simply continues at full undiscounted list price.

Whilst it should NOT be disconnected during the notice period there are reports of OpenReach performing the task 'early'.

I also cannot call as I have a non UK SIM and it would cost me too much, is there another option?

Then you have a dilemma as you will almost certainly have to speak to them to cancel.

You could try the chat line when available: https://www.sky.com/help/articles/cancel-sky-broadband

Re: Cancel broadband (early?)

Mark39 — Fri, 06 Dec 2024 09:36:41 GMT

@PandJ2020 wrote:

Whilst it should be disconnected during the notice period there are reports of OpenReach performing the task 'early'.

Probably contextually obvious, but just to be clear, pretty sure @PandJ2020 intended to say "Whilst it should not be disconnected during the notice period there are reports of OpenReach performing the task 'early'."

(And I agree)

Re: Cancel broadband (early?)

Watermelon_cat — Fri, 06 Dec 2024 09:58:21 GMT

"early" oh no...

So best would just VM to cancel for us to hopefully provide a seamless switch.

We're both WFH and cannot have no internet :S

Re: Cancel broadband (early?)

PandJ2020 — Fri, 06 Dec 2024 09:58:52 GMT

@Mark39 whoops, fixed... 🙄

Re: Cancel broadband (early?)

PandJ2020 — Fri, 06 Dec 2024 10:01:54 GMT

@Watermelon_cat wrote:
So best would just VM to cancel for us to hopefully provide a seamless switch.

We're both WFH and cannot have no internet :S

If you must have continuity then the best solution is to run both lines in parallel for a short period.

As noted, VM probably can't cancel your Sky line. (The new One Touch Switch should but there appears to be delays in this system)

You'll have to contact Sky to cancel their line (after you have moved your usage to VM)

Re: Cancel broadband (early?)

Watermelon_cat — Fri, 06 Dec 2024 10:07:52 GMT

What a headache 😩

Re: Cancel broadband (early?)

PandJ2020 — Fri, 06 Dec 2024 10:10:48 GMT

@Watermelon_cat wrote:
What a headache 😩

Indeed - this is what the OTS should resolve... But it appears to have some teething issues.

But even then there's no guarantee of 'zero downtime'. Not least as it involves a different router (and client config) and the provisioning/removing of lines to the property.

When I moved to VM the engineer had to go to the local cabinet on the day of install to 'plug me in'. (Apparently they disconnect lines to reduce noise on the line)

Re: Cancel broadband (early?)

martswain — Fri, 06 Dec 2024 10:10:47 GMT

I just moved from TalkTalk (FTTC) to Virgin Media and the OTS worked perfectly.

I did not take my phone number across.

VM changed dates a couple of times and they obviously told TT as they disconnected me 3 days after VM went live.

The final bill from TT has only charged me up until the date VM started their service.

Re: Cancel broadband (early?)

Watermelon_cat — Fri, 06 Dec 2024 10:11:01 GMT

Do you think it's worth getting in contact again with VM now?

My contract is ending 23.12 - when should I cancel Sky then? I know it's the holidays in between so I'm just not sure.

Re: Cancel broadband (early?)

PandJ2020 — Fri, 06 Dec 2024 10:14:47 GMT

@Watermelon_cat wrote:
Do you think it's worth getting in contact again with VM now?

Your OP said that VM could not cancel your Sky line? Unless you want VM to try this route I don't know what contacting them would do?

@Watermelon_cat wrote:
My contract is ending 23.12 - when should I cancel Sky then? I know it's the holidays in between so I'm just not sure.

As above, your contract is not ending 23/12 - only your discounts are. If you absolutely must have continuity and cannot use OTS then I would only give notice to cancel once you're up and running on VM. It will mean you'll pay a few days of overlapping service.

Re: Cancel broadband (early?)

Watermelon_cat — Fri, 06 Dec 2024 10:20:30 GMT

Well someone mentioned they had no problem with OTS so I thought it's worth contacting VM now (we've set up in November)

Re: Cancel broadband (early?)

PandJ2020 — Fri, 06 Dec 2024 10:21:20 GMT

@Watermelon_cat wrote:
Well someone mentioned they had no problem with OTS so I thought it's worth contacting VM now (we've set up in November)

Of course, but heed my warning about being completely 'seamless'.

Re: Cancel broadband (early?)

R180 — Tue, 11 Nov 2025 13:49:23 GMT

Sky broadband is so slow that we are getting 1.8mb/s download speed instead of the 30mb/ promised but they can’t and won’t do anything.

I just cancelled just the broadband and kept the tv package and went with virgin broadband but because I was 3 months into a new contract they are charging me over £500 in early cancellation fees even though they have broken contract by not giving me the promised speeds.

When we told them that we cannot pay £500 out in one go on the next bill because we can’t afford it they have said it’s tough and after 4 hours on the phone and speaking to 5 different people who were all difficult to understand as they are based in Indian they still said it’s tough and we are taking the money on the next bill.

As soon as the to contract is up I am cancelling it for good and going with virgin.

I have been a sky customer since the mid 90s by that means nothing to sky.

Re: Cancel broadband (early?)

MarkGoldsmith — Tue, 11 Nov 2025 13:59:06 GMT

@R180 wrote:
Sky broadband is so slow that we are getting 1.8mb/s download speed instead of the 30mb/ promised but they can’t and won’t do anything.

Was the 1.8 MBs the speed from a device or the speed directly to the hub, as that is the key difference?

Speed guarantees are to down the line directly to your hub, they aren't measured from particularly devices on your network, as there are many factors which can affect home Wifi performance.

Re: Cancel broadband (early?)

PandJ2020 — Tue, 11 Nov 2025 14:12:31 GMT

@R180 wrote:
Sky broadband is so slow that we are getting 1.8mb/s download speed instead of the 30mb/ promised but they can’t and won’t do anything.

Just to confirm the speed is given as Mbps (megabits not megabytes). Also, the speed guarantee and contract have specific recourses - have these been followed? (Such as changing to a 'lower' product) Speeds are measured to the hub.

I just cancelled just the broadband and kept the tv package and went with virgin broadband but because I was 3 months into a new contract they are charging me over £500 in early cancellation fees even though they have broken contract by not giving me the promised speeds.

If it truly is significantly slower than promised then you may have a case to be released without early termination charges. But there's a process to follow because cancellation.

When we told them that we cannot pay £500 out in one go on the next bill

Unfortunately, early termination charges do become immediately payable.