Switch from Virgin Charges

Gavin710 — Thu, 19 Jun 2025 08:58:03 GMT

This is a bit long winded so bear with me.

Due to very poor service provided by Virgin I decided months ago that I would return to Sky at the of my contract on 26th May 25.

In mid April I contacted Sky and arranged to have my broadband and Sky Q installed on 23rd May.

On 28th April I contacted Virgin and told them I would not be renewing my contract at the end of my current deal and had arranged to move to Sky, during the discussion the operator asked me if I would be using Easy Switch. I had no idea what this was so she explained that Virgin and Sky would arrange the switch in the background and it was the easisest method. I agreed to do this, I stress at no point was I told to make contact with Sky to discuss this with them.

My new service was installed as planned but then my issue started.

Early June I received a bill from Virgin for £193 for my June service. I contacted them to explain I had cancelled my service at the end of April but was told that I hadn't done so as I had elected to use Switch which was offered by the operator. I was told that the operator wouldn't have offered it as they can't do so and that I told the operator that I would be using easy switch, I tried to explain that I had no idea what easy switch was so how could I have done so which fell on deaf ears.

I then contacted Sky to explain the situation and was told that I could claim the final charge back from them by using the Switch Credit process which I did by sending the final bill and payment confirmation. However I have now received a request for confirmation that the charge was for an early contract termination which it wasn't. So I cannot send them anything so I guess that's the end of my claim.

To make matters worse because I didn't officially trigger the end of my Virgin contract until June they are looking for the July payment as well. I am now stuck in a situation where I feel so wronged yet helpless as to what to do and sitting on an unpaid bill which could affect my credit rating if I don't pay it.

I've asked for a copy of the telephone comms I had at the end of April but this will take up to 90 days to be received.

Can anyone suggest anything I can do or do I just have to suck it up as as bad experience and accept a £360 loss?

Re: Switch from Virgin Charges

GD1 — Thu, 19 Jun 2025 09:06:42 GMT

@Gavin710 Sky will only provide up to £100 for broadband and £100 for TV to cover any early terminiation fees, see here Credit for switching your TV or broadband to Sky | Sky Help | Sky.com | Sky Help | Sky.com

Re: Switch from Virgin Charges

Anonymous — Thu, 19 Jun 2025 09:07:36 GMT

@Gavin710 You could raise a complaint with Virgin Media. Once it has been through their complaint process and if no resolution has been reached you can raise it with CISAS, who will adjudicate on the situation.

Re: Switch from Virgin Charges

Gavin710 — Thu, 19 Jun 2025 16:21:55 GMT

Yeh I did change both broadband and tv thanks

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Switch from Virgin Charges

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Re: Switch from Virgin Charges