topic Re: Cancelled contract but sky can not cancel account in Account & Billing

Cancelled contract but sky can not cancel account

Honey9 — Mon, 04 May 2026 12:35:50 GMT

Hi so last September the 23rd I wanted to leave skt and go with bt, gave them correct notice but account can not be cancelled when ever some one tries I get cancellation email then another email saying there is a problem.

I am using no services I'm with bt, but sky keep taking money and harassing me ive spoken to over 20 people and no one knows why it's happening been told numerous times a manager will ring but no one rings, this has been going on fir 6 months.

Can someone help

Re: Cancelled contract but sky can not cancel account

Daniel0210 — Mon, 04 May 2026 12:40:42 GMT

@Honey9

Have you already made a complaint?

This link explains the methods of making a complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint

Sky will then have up to 6 weeks to resolve it or you can then request a deadlock letter potentially allowing you to take it further.

Also see this link

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

Re: Cancelled contract but sky can not cancel account

Honey9 — Mon, 04 May 2026 12:43:55 GMT

Made numerous complaints, been lied too so much been told transfer to back office, in April.i was told just pay 40 pounds and account will be closed I was desperate I paid it, it was never closed same problem arose, now they had my bank details and I woke up today to 90 pounds been taken for nothing.

I'm at my watts end

Re: Cancelled contract but sky can not cancel account

caesarome — Mon, 04 May 2026 12:46:49 GMT

@Honey9

When you went to Bt did you not use the switching service and just sign up with them as they would have then told of your services from Sky ?

When you did start with BT were you still in the minimum term of a contract with Sky ?

Re: Cancelled contract but sky can not cancel account

Honey9 — Mon, 04 May 2026 12:51:09 GMT

Bt advised me they would contact sky, no sky acknowledged me leaving by email but fir some reason my account is still active but not in contract and when ever someone tries to cancel it they can't but keep taking money

Re: Cancelled contract but sky can not cancel account

caesarome — Mon, 04 May 2026 13:00:14 GMT

@Honey9

You might have done this already but fill in this form to put in an online complaint:

https://www.sky.com/help/complaints

This gives Sky 6 weeks to resolve this issue and if they do not you can ask for a deadlock letter to take it further.

Re: Cancelled contract but sky can not cancel account

TimmyBGood — Mon, 04 May 2026 14:15:42 GMT

@Honey9 wrote:

Bt advised me they would contact sky, no sky acknowledged me leaving by email

Note that's correct for broadband but not for subscription television, even though Sky and BT both offer television as a product.

Re: Cancelled contract but sky can not cancel account

Honey9 — Mon, 04 May 2026 14:30:39 GMT

We don't have TV with bt or ever with sky just broadband fact is sky don't want us to leave so even though we are out of contract everytime they cancel we get an email saying there was issue with the cancellation but no one knows why this is it's just shocking on all levels still taking money and harassing us when we are using no services

Re: Cancelled contract but sky can not cancel account

Me134 — Mon, 04 May 2026 14:31:24 GMT

@Honey9 wrote:
We don't have TV with bt or ever with sky just broadband fact is sky don't want us to leave so even though we are out of contract everytime they cancel we get an email saying there was issue with the cancellation but no one knows why this is it's just shocking on all levels still taking money and harassing us when we are using no services

In what way are they harrassing you?

Re: Cancelled contract but sky can not cancel account

Honey9 — Mon, 04 May 2026 14:33:13 GMT

Multiple emails saying we owe money taking money when we are not using there services saying if you don't pay or remove your card details it will be forwarded to debt management

I mean shocking we are not using there services we are with BT

Re: Cancelled contract but sky can not cancel account

Honey9 — Mon, 04 May 2026 14:37:23 GMT

Nobody on here really knows how to help its one of those bizarre actions but we will be going to the ombudsman and never with sky again or friends or family we will tell them

Re: Cancelled contract but sky can not cancel account

Me134 — Mon, 04 May 2026 14:37:39 GMT

@Honey9 wrote:
Multiple emails saying we owe money taking money when we are not using there services saying if you don't pay or remove your card details it will be forwarded to debt management
I mean shocking we are not using there services we are with BT

When you switched (presuming BT did do that correctly, as it sounds like you spoke or chatted with them yourself), were you still in a minimum term contract with Sky?

Re: Cancelled contract but sky can not cancel account

Honey9 — Mon, 04 May 2026 14:41:37 GMT

Contract was finishing with sky October 23rd rung up October 22nd gave 32days noticed was acknowledged by sky we were leaving have contacted bt no issue there end and sky have confirmed we are not in contract with them so should be no issue in cancelling

Re: Cancelled contract but sky can not cancel account

Honey9 — Mon, 04 May 2026 14:42:27 GMT

Rung up September 22nd not October gave the correct right amount of cancellation

Re: Cancelled contract but sky can not cancel account

Me134 — Mon, 04 May 2026 14:54:52 GMT

@Honey9 wrote:
Rung up September 22nd not October gave the correct right amount of cancellation

You don't cancel broadband when switching to another supplier, BT would have advised Sky of their request to take over the line and telephone number (if required) and then it would switch on the given date. There's only actually 14 days notice required and switching around the end of minimum term usually incurs no further charges besides usage up until that point (and possibly equipment charges if they aren't sent back).

There was no reason to even tell Sky yourself unless you were trying for a better deal. It sounds like a cancellation was put in and then BT tried to do a switch (which in theory shouldn't be possible), that could have been the issue although what the solution is I don't know, presumably the ball is in Skys court.

Re: Cancelled contract but sky can not cancel account

SKY1992bf — Mon, 04 May 2026 14:56:07 GMT

@Honey9 the ofcom guidelines for one touch switch states that whilst bt would contact sky on your behalf to cancel, sky should have sent you a direct acknowledgement in the way of a "sorry your leaving " email

if you haven't received such email it would suggest something didn't go according to plan

also note you are unable to approach the ombudsman until such time sky are unable to resolve the issue and have issued you with a deadlock letter

they have 6 weeks from when a official complaint is lodged to respond

the link to lodge an official complaint has already been posted by @caesarome

Re: Cancelled contract but sky can not cancel account

Honey9 — Mon, 04 May 2026 17:50:44 GMT

Had an email acknowledging from sky we were leaving complaint has been ongoing for 6 months dead lock letter been told will be sent never sent

That's why we are going to the ombudsman