topic Re: Stopping old provider talking payments in Account & Billing

Stopping old provider talking payments

Bewildered1 — Wed, 15 Jan 2025 10:54:23 GMT

I switched to sky broadband in October, sky should have informed my old provider ( Now. Tv) of the switch , but I have been billed a further two times by Now. I phoned Now and they said sky did not inform them of the switch.

It is the duty of new provider to inform the old provider.

I can't get past the virtual assistant to get an answer on this.

Re: Stopping old provider talking payments

SKY1992bf — Wed, 15 Jan 2025 11:01:39 GMT

@Bewildered1 Who did you switch from as some providers aren't members of the switch scheme meaning sky can't cancel on your behalf if they aren't and you would have to do this yourself

virgin media is a prime example

edit I now see you switched from now tv

the switching service only covers broadband services and not tv subscription services

so if now is still charging for tv only that will be correct

Re: Stopping old provider talking payments

Bewildered1 — Wed, 15 Jan 2025 12:36:07 GMT

It is only broadband and phone line, no TV services.

Re: Stopping old provider talking payments

PandJ2020 — Wed, 15 Jan 2025 13:45:54 GMT

If a new line was installed then it wasn't a 'switch'.

But if the line was correctly taken over then Sky should have informed Now (A sky company).

You'll need to persevere in calling Sky.

Re: Stopping old provider talking payments

Bewildered1 — Wed, 15 Jan 2025 15:03:15 GMT

That's what I thought, its a switch as I've had the landline for 30 years but the help line is strict about categories of enquiry and there is no option that covers this point, and I'm not offered a human to talk to.

Is there a phone number that achieve this?

Re: Stopping old provider talking payments

SKY1992bf — Wed, 15 Jan 2025 15:10:26 GMT

@Bewildered1 There is no specific number

Phone again and stay on the line as long as possible, this time ignore all prompts by bot to communicate you will then be put in the queue to speak to an agent

Re: Stopping old provider talking payments

Bewildered1 — Sat, 18 Jan 2025 17:52:35 GMT

Thanks for the suggestions, I tried no response strategy to get past the AI bot, it hung up on me. So selected the " want to leave" option, spoke to Denise, who defended sky to the hilt, I read the emails to her, and realised one hinted that sky did inform Now of the switch date, my apologies. Spoke to Now again, 20 mins on hold but got a promise to refund 80 quid in overpayments and close the account. This is why I don't switch much, too risky.