topic Re: Old contract not cancelled in Account & Billing

Old contract not cancelled

suzuki16 — Sun, 26 Oct 2025 12:18:56 GMT

I set up a new contract in Mum's name for her address with a new DD from my bank. The old contract for the same address was not cancelled as asked. The DD is still being taken by Sky although the old broadband service is no longer provided. Today I have been advised by Sky billing not to cancel the old DD until it's been resolved. Has anyone else had this problem?

Re: Old contract not cancelled

caesarome — Sun, 26 Oct 2025 12:23:11 GMT

@suzuki16

It doesn't really matter if someone else might have had the same issue as what is more inportant is that this old account is closed and then any overpayment left on the account in the form of a credit is refunded which is why the direct debit needs to remain in place so have Sky said they will now cancel this account ?

Re: Old contract not cancelled

Sheppy74 — Sun, 26 Oct 2025 14:05:32 GMT

Hi I'm having the same issue. I've now been with bt 2 months and sky are still sending me bills even though the router has been sent back. Its an absolute cluster fffff. I cannot find a complaints number and the automated system won't let me speak to a person till I have set a DD up.

Re: Old contract not cancelled

suzuki16 — Sun, 26 Oct 2025 15:41:15 GMT

Thanks for your input. Sky are escalating it to their manager and will call me back on Friday.

Re: Old contract not cancelled

Sharcuk — Sun, 26 Oct 2025 15:57:14 GMT

@Sheppy74 Did you use the one touch switch (OTS) system when you moved to BT? If so, it's BTs responsibility to tell Sky you are switching.

If you didn't use OTS , did you give the required notice and get email confirmation of the cancellation from Sky?

Scheduled monthly payments are still due during your notice period, and as bills are prepared 14 days in advance of your payment date, it is possible for payments to be taken after you have given notice.

Re: Old contract not cancelled

suzuki16 — Sat, 01 Nov 2025 07:03:14 GMT

Thank you for your support and feedback Caesarome. I spoke to a very helpful guy at Sky yesterday. It seems that:

1. The old account is still registered in my Mum's old address, she moved 18 years ago. This could be why there are dual bills since July.
2. The old broadband has not been used since July - that has now been cancelled. Now only using Fibre for the broadband.

3. The old TV recordable box(which is more expensive) is still being used downstairs and the new streaming box is being used in the bedroom. Mum needs to decide which method of Sky TV she wants to use, old or new, not a mixture. I'll be calling her today before my callback from Sky.
4. The 3 way call made by Mum, Sky and myself in July, discussing the change of contract still needs to be assessed by a manager in order to approve the refund.

The lack of paperwork has not helped to keep on top of what has been going on with Mum's Sky. I now understand the problems and hope Sky will resolve it quickly.