topic Re: Changed provider still billed in Account & Billing

Changed provider still billed

GB-19-86 — Mon, 05 May 2025 20:32:31 GMT

I changed provider last month (17 April installation) and removed my sky hub on the same date. I have paid the new provider on the 1st of this month and today noticed that SKY have taken money from the account. I am unable to make contact via phone and the online help won't connect me to a live chat but I would like to request this money be returned as soon as possible please. Thank you

Re: Changed provider still billed

GD1 — Mon, 05 May 2025 20:52:11 GMT

@GB-19-86 Did you use the One Touch switch? did you receive confirmation from Sky your services was ending?

Which services did you switch?

Re: Changed provider still billed

caesarome — Mon, 05 May 2025 21:05:05 GMT

Also do you see a credit on what will have been your next bill ?

Re: Changed provider still billed

GB-19-86 — Tue, 06 May 2025 06:04:01 GMT

My new provider (youfibre) did all the work to switch, or they have lied to me. Everything regarding transfer,cancellation etc were supposed to automated.

Looking at my sky app I still have a contract up for me and ongoing payments lined up for June, July and august.

Re: Changed provider still billed

PandJ2020 — Tue, 06 May 2025 07:06:20 GMT

@GB-19-86 wrote:
My new provider (youfibre) did all the work to switch, or they have lied to me. Everything regarding transfer,cancellation etc were supposed to automated.
Looking at my sky app I still have a contract up for me and ongoing payments lined up for June, July and august.

Your first port of call is youfibre. If they used one touch switch then you would have had a cancellation email from Sky confirming it.

Re: Changed provider still billed

GB-19-86 — Mon, 16 Jun 2025 09:52:26 GMT

Sadly still no refund from either party. Impossible to contact sky because I don't currently have a phone line and the online contact system is absolutely useless. Youfibre require a end of contract/finally bill to reimburse me but Sky have still not sent me one out and struggling to contact them. 10 years as a customer with sky and honestly will be glad to be finished with them

Re: Changed provider still billed

Mark39 — Mon, 16 Jun 2025 10:08:22 GMT

@GB-19-86 this sounds like a different issue - are you seeking to have the early termination charges levied by Sky reimbursed by YouFibre? If so the charges will be included in your Sky bill, which you can download here: https://www.sky.com/bill

Sky won't provide anything more.