topic Re: Switching credit issue in Account & Billing

Switching credit issue

NEDDY1213 — Thu, 14 May 2026 09:17:19 GMT

I have made several attempts to register my switching credit claim since the 1st April I keep getting the same automated reply.

I have tried the complaint service but they say they cant help, as it only an email service.

Any one got any advise how I can sort the switch credit I am entitled to...

Thanks for any help.

Re: Switching credit issue

caesarome — Thu, 14 May 2026 09:19:09 GMT

@NEDDY1213

Arr you sending a copy of the bill where your previous supplier as charged you an early termination fee and a copy of a statement sshowing that it has been paid ?

Re: Switching credit issue

NEDDY1213 — Thu, 14 May 2026 09:21:42 GMT

Yes I have attached the bills and payments also provided as requested my name, address and account number.

Also I have correct email title.

Thanks for asking

Re: Switching credit issue

caesarome — Thu, 14 May 2026 09:27:41 GMT

It might be worth filling in this form to put in a complaint:

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

Re: Switching credit issue

NEDDY1213 — Thu, 14 May 2026 09:29:41 GMT

I have done that and they replied by sending me the switch email and what to do.

I called them and they said they could not help.

Re: Switching credit issue

MightyQuinn — Thu, 14 May 2026 09:57:55 GMT

Hi @NEDDY1213 What exactly is the automated reply?

Re: Switching credit issue

NEDDY1213 — Thu, 14 May 2026 10:08:18 GMT

An auto reply is the a reply saying what to send and how to send it.

It is effectively the same info as on the web site. It does not explain if you have any issues with the application.

Re: Switching credit issue

SKY1992bf — Thu, 14 May 2026 10:09:24 GMT

@NEDDY1213 has it been more than 14 days since you submitted the first request?

if yes send an email to the address on the link below to request an update on your application as described on the link

https://www.sky.com/help/articles/switching-credit-offer?DCMP=dmc-skycom:na_switch_credit#M1014

Re: Switching credit issue

NEDDY1213 — Thu, 14 May 2026 10:14:52 GMT

Yes its been 6 weeks.

When i tried asking about an up date I got the auto reply telling me how to submit the claim.

It did not say anything.

I think I have tried all ways to get someone to look at and acknowledge my claim...

Re: Switching credit issue

Mark39 — Thu, 14 May 2026 10:30:02 GMT

@NEDDY1213 are you sure you're sending exactly the information required? This sort of automated response has historically indicated that it's not completely what's needed.

Re: Switching credit issue

NEDDY1213 — Thu, 14 May 2026 11:02:10 GMT

Yes I have sent my last 2 virgin bills in pdf and 2 pdf of the payments for them.

Also a copy of my virgin contract and screen print of virgin account to show its my closing bills.

Not sure what the issue is?

Re: Switching credit issue

Mark39 — Thu, 14 May 2026 12:12:24 GMT

@NEDDY1213 do you Virgin bills clearly show an itemised 'termination charge' or similar wording? If the termination charges aren't separately shown, Sky may not be able to approve your claim .

Re: Switching credit issue

Me134 — Thu, 14 May 2026 12:36:29 GMT

@Mark39 wrote:
@NEDDY1213 do you Virgin bills clearly show an itemised 'termination charge' or similar wording? If the termination charges aren't separately shown, Sky may not be able to approve your claim .

On my recent final bill they're shown as in the attached picture, although they added a £90 odd credit farther up, damned if I can actually understand it TBH, I have a final bill of about £23 (the contract was up in July).

Re: Switching credit issue

NEDDY1213 — Thu, 14 May 2026 12:58:39 GMT

Thanks they do not show early termination charges on my bill it show closing bill in the account but not on the bill.

I have screen shot of that and sent it with my bill.

Tbh the virgin final bill dies not show any clearly.

May be that is the issue....

Re: Switching credit issue

MarkGoldsmith — Thu, 14 May 2026 14:09:53 GMT

@NEDDY1213 wrote:
Thanks they do not show early termination charges on my bill it show closing bill in the account but not on the bill.
I have screen shot of that and sent it with my bill.
Tbh the virgin final bill dies not show any clearly.
May be that is the issue....

That certainly sounds like the issue, as Sky will need to see on the itemised billing something which clearly shows what the early exit fee was that Virgin charged you on the bill.