Sky broadband was not cancelled

eve121 — Thu, 11 Dec 2025 17:04:06 GMT

Can someone please give me some advise.

I moved from sky to virgin media about six weeks ago. A few days ago I noticed that sky was still charging me for all my service's.

When I signed up for virgin I had to do it via a chat because it was what they call a social tariff.

As I was going through the process I received a email from sky saying basically "we're sorry to hear that you might be switching your broadband from sky to virgin. " if you're still sure about leaving, then we'll confirm a switch date and cancel your sky services on the day your new contract begins.

Whilst I was applying for the new virgin broadband I was asked who my current provider was. This is when I received the email from sky.

I contacted sky about the fact they hadn't cancelled my contract and were still billing me for broadband and TV (I now know that I need to cancel tv myself) and they said I need to take this up with virgin. Virgin said it's my responsibility to cancel all my sky services.

Can someone please tell me where I stand with this.

Ofgen info says that it should be done by the new provider.

I didn't fill the form in online because it was done through a person on the chat.

Re: Sky broadband was not cancelled

SKY1992bf — Thu, 11 Dec 2025 18:55:07 GMT

@eve121 if you didn't follow the one touch switch protocol correctly by opting into one touch switch at the start then virgin are correct in that you would have to give notice to sky to cancel broadband also

afaik one touch switch doesn't involve speaking to an agent to initiate the the switch

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Sky broadband was not cancelled

Re: Sky broadband was not cancelled