topic Re: One Touch switch in Account & Billing

One Touch switch

markgparker — Tue, 27 May 2025 15:28:28 GMT

I have recently changed from Virgin Media to Sky using the "One Touch Switch". But Sky have not informed Virgin Media that I have changed, so I'm still getting billed. I completed a complain form , that got closed down the next day but complain is still not resolved.

Also see there is a a compansation for not completing the "one touch switch" with in one working day. Do I go to Ofcom for this?

To comply with Ofcom regulations, Sky is currently signed up to the Voluntary Code of Practice (VCOP), which became mandatory on 3 April 2023.

When are you entitled to compensation?

If you're switching to or from Sky with Broadband & Talk and/or Mobile, and there's a delay of more than one business day, please get in touch.

Re: One Touch switch

caesarome — Tue, 27 May 2025 15:33:35 GMT

I take it you are up and running with Sky Broadband, if so then I don't think you qualify for any sort of compensation as your issue appears to be that you are still being billed by Virgin so if you haven't already you need to inform them of the date you left them. They will probably play the blame game but the bottom line is you need your account with them closed and overpayment refunded.

Re: One Touch switch

SKY1992bf — Tue, 27 May 2025 15:39:43 GMT

@markgparker I take it you're not transferring tv services?

if you are note OTS doesn't cover tv service and it's your responsibility to cancel direct with virgin

Re: One Touch switch

markgparker — Tue, 27 May 2025 15:44:37 GMT

One you have entered into the "One Touch Switch" your new provider (Sky) agrees to inform your privious provider (Virgin Media). There are two parts to this, the first is, Sky inform Virgin Media, that on x date I will be with Sky, Sky done this, Part Two, is on the date my Sky services go live, Sky inform my virgin media, Sky haven't. Virgin Media can't close my account until Sky inform them, As per Ofcom. So until Sky complete Part two, Virgin Media, will continue to bill me. This is as per Ofcom.

The compansation is just what I read on Sky's help page.

Re: One Touch switch

markgparker — Tue, 27 May 2025 15:46:04 GMT

I have transfered everything, Broadband, TV and Phone to Sky.

Re: One Touch switch

PandJ2020 — Tue, 27 May 2025 15:49:36 GMT

@markgparker wrote:
I have transfered everything, Broadband, TV and Phone to Sky.

Not TV. Virgin will correctly continue to bill you until YOU give notice.

From OfCom site: "Broadband and landline customers can now switch network under a new ‘one touch’ process, where they only have to contact their new provider. "

Re: One Touch switch

SKY1992bf — Tue, 27 May 2025 15:51:03 GMT

@markgparker wrote:
I have transfered everything, Broadband, TV and Phone to Sky.

@markgparker Then has I have already observed above sky cannot cancel any tv services with any provider as it is not covered by OTS and virgin will correctly continue to charge you until you cancel direct with them

Re: One Touch switch

caesarome — Tue, 27 May 2025 15:50:43 GMT

@markgparker wrote:

I have transfered everything, Broadband, TV and Phone to Sky.

Are Virgin still billing you for Broadband and phone ?

Re: One Touch switch

markgparker — Tue, 27 May 2025 16:22:35 GMT

VM are billing me for the whole lot.

Just spoken to Ofcom and they have advised me that some providers are having trouble with "One Touch Switch" and to complain to VM as Sky have not completed the procdure. If not resolved in 4 - 8 weeks I can then go to Ofcom.

Re: One Touch switch

PandJ2020 — Tue, 27 May 2025 16:24:48 GMT

@markgparker wrote:
VM are billing me for the whole lot.

Well they should only be billing the TV now... (Either way it's worth giving VM notice to cancel everything)

Just spoken to Ofcom and they have advised me that some providers are having trouble with "One Touch Switch" and to complain to VM as Sky have not completed the procdure. If not resolved in 4 - 8 weeks I can then go to Ofcom.

You need a deadlock letter to escalate.

Re: One Touch switch

markgparker — Tue, 27 May 2025 16:27:37 GMT

Go to wait now. 4 - 8 weeks.

Re: One Touch switch

MarkGoldsmith — Tue, 27 May 2025 16:53:12 GMT

@markgparker wrote:
Go to wait now. 4 - 8 weeks.

Typically you won't get a deadlock letter until 8 weeks have passed and no satisfactory resolution has been reached.

Re: One Touch switch

MightyQuinn — Tue, 27 May 2025 16:59:47 GMT

Hi @markgparker

Re: One Touch switch

Spay87 — Tue, 07 Oct 2025 14:02:19 GMT

Definitely go to ombudsman! I'm taking mine all the way, social media, I've been in talks with Martin Lewis and watch dog. They failed to action my OTS in June and will not accept responsibility for it, have had no communication it's been disgusting and I'm looking at compensation, cancelling my Sky everything. Have been nothing but useless and caused nothing but stress. Good luck to the rest of you - [Removed]

Moderator note: Removed campaigning

Re: One Touch switch

Nimbob — Thu, 09 Oct 2025 09:33:48 GMT

Hey @Spay87

Sorry to hear about the issues you have had.

I would suggest you open a complaint with Sky officially through the below link, If you haven't already.

How to make a Sky complaint | Sky Help | Sky.com | Sky Help | Sky.com

Thanks,

Re: One Touch switch

Spay87 — Thu, 09 Oct 2025 07:39:12 GMT

I already have gone down the official complaint route with Sky - unfortunately yet more wasted time and told to ring technical services after waiting 3 weeks for a response of them reviewing a phone call. Had to chase again to be met by an ignorant, unapologetic technical team man named Simon - suggest he's sent on a customer service course. Has been nothing but an awful stressful experience, but will go through channels needed to make sure Sky are held accountable for their lack of liability [Removed]

Moderator notes: Removed campaigning

Re: One Touch switch

NEDDY1213 — Wed, 15 Apr 2026 21:37:02 GMT

The same thing happened to me but sky say it Virgin and Virgin say its sky. I was in my 14 days cooling off period with virgin on a new 2 year contract.

Now the 14 days have gone..

It was very stressful trying to sort this out with virgin. As the mess was made by sky who refused to do anything.

Thanks sky..

Re: One Touch switch

Me134 — Thu, 16 Apr 2026 06:13:54 GMT

This thread is making me slightly nervous. I'm switching from VM to Sky for BB & landline next week and also have a Flex Stream box from VM added for free (hardly ever used as I have Sky Q) when I took out the BB. One of the agents told me that the TV would be cancelled at the same time (as you can't have one without the other) and I did receive an email explaining I'd have to return both the router & TV box.

I think I'll let the BB get swapped over on Tuesday before checking or contacting them. I can see them cancelling everything now and messing up the switch.