topic Re: Extremely Fed up in Account & Billing

Extremely Fed up

Annoyed2026 — Mon, 02 Feb 2026 18:01:15 GMT

So i left sky and joined virgin on July 21st 2025 I called and spoke with sky in May 2025 and told them that i was leaving them if they couldnt get my land line sorted out and bring the price of my package down. They could not so I told them I would be leaving. Sky then called me in July after virgin contacted then to see if they could keep me as i customer and at the end of the call it was clear I was leaving. Virgin took over both my TV and Broadband on Jul 21st 2025 In NOV 2025 I noticed that sky was still taking money out of my account and I canceled the direct debit. I called and spoke to someone and explained that i had left and gave them the dates and made it clear I wanted my money back. This agent then said I had left the broadband but Not the TV package. I told her numerous times that this was simply not true. I have the letter and boxes sent out to me asking for ALL of the sky equipment to be returned by a certain date. Confirming I am not using the services. Because if they are all disconnected then it is impossible for the service (TV or broadband) to be recieved and used and virgin was supply both. The box to return the equipment arrived after the return date stated on the original letter. So I was charged over £80 which was taken out of my account for all 3 sky Q boxes and the router + remotes. Once again proving that I am not receiving ANY SKY SERVICES. Was told that a investigation would be set up and details sent to CEL. The agent would then call me back within a few days to arrange the back dated pay and confirm my cancelled account. Then nothing!!! I got a text on 12th December telling me that my details and issue was passed to CEL and this is taking longer then usual but I will be contacted within 3 days. I have heard nothing since then. I cancelled the direct debit when it went out again after this. Now im getting emails telling me im behind in my bills and further action will be taken if i dont pay them. Im livid. I cant call and speak to a human without paying off the bill which is a joke as well. Sky owes ME 5 months worth of bills and I want the money back for the equipment which is boxed up and ready to be returned but I was waiting for this to be resolved as the agent told me to in November. I am NOT paying for a service i have NOT been and is impossible for me to be receiving since July 2025. Can someone help or are the actual sky agents on here? Because the A.I Bot thing is useless and im not paying anything to speak to someone abiut an account I don't have or use. Thanks in advance for any help.

Re: Extremely Fed up

PandJ2020 — Tue, 03 Feb 2026 09:38:01 GMT

@Annoyed2026 wrote:
Virgin took over both my TV and Broadband on Jul 21st 2025

Strictly VM cannot take over your TV. The One Touch Switch system only covers Broadband services.

However, it seems you did give notice directly to Sky for the TV services. (The exact wording on the calls will be critical though)

Can someone help or are the actual sky agents on here?

Your post has already been escalated. Keep an eye out for a Sky employee contacting you.

Re: Extremely Fed up

caesarome — Tue, 03 Feb 2026 10:09:15 GMT

@Annoyed2026 wrote:
Because the A.I Bot thing is useless and im not paying anything to speak to someone abiut an account I don't have or use. Thanks in advance for any help.

The way to get past the bot is to not say anything when it asks you any questions.#

For the TV did you make it clear and say something like that you want to give your 31 days notice to cancel your TV account ?

Re: Extremely Fed up

Sharcuk — Tue, 03 Feb 2026 13:25:06 GMT

@PandJ2020 @caesarome

"I want the money back for the equipment which is boxed up and ready to be returned but I was waiting for this to be resolved".

As it appears the customer hasn't yet returned the equipment, does this not impact on possible ongoing charges?

Re: Extremely Fed up

PandJ2020 — Tue, 03 Feb 2026 13:30:25 GMT

@Sharcuk wrote:
@PandJ2020 @caesarome
As it appears the customer hasn't yet returned the equipment, does this not impact on possible ongoing charges?

Indeed, you can't hold equipment 'ransom' if it is requested to be returned (as detailed in the contract).

But what appears to have happened is the broadband was cancelled by OTS but the TV notice was not actioned. Thus the ongoing subs and the equipment request was likely to be for the router only.