Early leaving fee

garthwd — Mon, 22 Dec 2025 15:42:48 GMT

I moved from BT Internet to Sky Gigafast at the end of last month. Unfortunately the service has been very disappointing with poor WiFi compared to the BT Hub. We had an engineer visit to no avail. I bought some eero 7 WiFi routers to try and alleviate the issues but we still get dropped connections., teams calls, etc. so I have decided to move ISP as I am still in my cooling off period.

Yesterday I called a Sky advisor to confirm I was in the cooling off period and to inform I was leaving. I placed an order with another service provider.

Today I received an email from Sky saying I was going to be charged an Early Termination fee. I -honed up Sky and was told by an advisor that my new provider hadn't told them I was in my cooling off period so I had to either cancel my order with them and re-order with them telling Sky I was in a cooling off period or to contact the provider and see if they could edit the order. I did argue that this was between Sky and myself and had nothing to do with my new provider but fell on deaf ears. I raised a complaint about it.

I contaced my new provider and they were as perplexed as I was and said there was nothing t'hey could do about it and that I was correct in my thinking that Sky were the ones having to rectify.

Has anyone heard of this and have any advice who to contact or just await someone replying to my complaint?

Any advice appreciated.

Re: Early leaving fee

SKY1992bf — Mon, 22 Dec 2025 15:55:12 GMT

@garthwd your best option is to wait for your complaint to be resolved, sky has 8 weeks in which to respond, if they don't resolve it to your satisfaction within this time period then you can request a deadlock letter in order to take it further

Re: Early leaving fee

garthwd — Mon, 22 Dec 2025 15:58:14 GMT

Thank you very much for your quick response.

topic Early leaving fee in Account & Billing

Early leaving fee

Re: Early leaving fee

Re: Early leaving fee