topic Re: Cancel broadband in Account & Billing

Cancel broadband

Cobbler+PEte — Sun, 08 Dec 2024 09:36:04 GMT

2 months ago I changed my broadband supplier as sky broadband became to expensive and after several phone calls they would not budge on the price. But after multiple contacts with sky they are still charging for the broadband and they won't give me a timeline on when it will be cancelled all I am told the cancellation is pending . I am now paying for 2 broadband services which I cannot afford so I do not know what to do. Any advice?

Re: Cancel broadband

caesarome — Sun, 08 Dec 2024 09:40:43 GMT

If you were in any contract with Sky you should be able to cancel by giving Sky 14 days notice so when you changed to this other company did you give notice or did you sign up to them ?

Re: Cancel broadband

Cobbler+PEte — Sun, 08 Dec 2024 09:52:01 GMT

Thank you for the reply. I am not under contract all I did was change supplier which was supposed to be completed under the broadband switching system which recently been introduced and at the moment sky cannot complete there side of the transaction and will not tell me when or why they cannot complete, all I am told the cancellation is pending and at the moment it is stuck , whatever that means

Re: Cancel broadband

MarkGoldsmith — Sun, 08 Dec 2024 12:15:51 GMT

@Cobbler+PEte wrote:
Thank you for the reply. I am not under contract all I did was change supplier which was supposed to be completed under the broadband switching system which recently been introduced and at the moment sky cannot complete there side of the transaction and will not tell me when or why they cannot complete, all I am told the cancellation is pending and at the moment it is stuck , whatever that means

Who was the other supplier you switched to?

There are some quite a few teething issues with the one touch switching process and some ISPs aren't even on the platform yet much to OFCOMs annoyance.

Re: Cancel broadband

Cobbler+PEte — Sun, 08 Dec 2024 12:19:30 GMT

Thanks for getting in touch, my new supplier is zen internet

Re: Cancel broadband

MarkGoldsmith — Sun, 08 Dec 2024 12:24:00 GMT

So what are zen said about the switch? As the supplier you are transferring to they should be the ones engaging with Sky to complete the switch as it's the new supplier who manages the switching process.

Re: Cancel broadband

Cobbler+PEte — Sun, 08 Dec 2024 12:27:49 GMT

I contacted zen and they told me they informed sky and as far as they are concerned the transfer was complete, when contacting sky they tell me the problem is with them but all I am chasing is a resolution to this problem but feel I am getting no where

Re: Cancel broadband

MarkGoldsmith — Sun, 08 Dec 2024 12:30:39 GMT

@Cobbler+PEte wrote:
I contacted zen and they told me they informed sky and as far as they are concerned the transfer was complete, when contacting sky they tell me the problem is with them but all I am chasing is a resolution to this problem but feel I am getting no where

Only other thing you can do is raid a complaint with Sky.

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

Re: Cancel broadband

Cobbler+PEte — Sun, 08 Dec 2024 12:36:43 GMT

Tried that to no avail, but thanks for your help