topic Re: Changed from Virgin to Sky in Account & Billing

Changed from Virgin to Sky

Gwen11 — Thu, 09 Jul 2026 11:40:52 GMT

I changed from Virgin to Sky and was told that Sky would handle the cancellation of my Virgin service,seems that they only cancelled the telephone not the Broadband and Virgin are still charging me?

Re: Changed from Virgin to Sky

caesarome — Thu, 09 Jul 2026 12:06:53 GMT

@Gwen11

The Ofcom switching service only applies to Broadband and Talk, TV has to be cancelled by the customer so it would be up to you to do this with Virgin as Sky can not cancel it.

Re: Changed from Virgin to Sky

Gwen11 — Thu, 09 Jul 2026 12:30:42 GMT

Only have Broadband and telephone not TV

Re: Changed from Virgin to Sky

Mark39 — Thu, 09 Jul 2026 12:30:46 GMT

@Gwen11 I'd follow this up with Virgin. They should have cancelled your broadband service as well, as Sky will have requested both to be switched (Sky don't provide a telephone service only - it's bundled with broadband).

Re: Changed from Virgin to Sky

Gwen11 — Thu, 09 Jul 2026 12:32:52 GMT

I had a final bill from Virgin and paid but they are still charging me as they say they have not disconnected broadband only telephone

Re: Changed from Virgin to Sky

caesarome — Thu, 09 Jul 2026 12:43:38 GMT

@Gwen11 wrote:

they say they have not disconnected broadband only telephone

As Virgin like Sky bundle broadband and telephone together they should have cancelled both so this is something you will need to take up with them.

Re: Changed from Virgin to Sky

DaveDrizen — Thu, 09 Jul 2026 15:23:34 GMT

@Gwen11 wrote:
I had a final bill from Virgin and paid but they are still charging me as they say they have not disconnected broadband only telephone

Did you say that you only wanted your virgin broadband and phone cancelled not You TV. Have you still got your TV service with virgin if so Virgin do not do stand alone TV service these days You have to have there broadband to continue haveing there TV service, if this is the case this is why your virgin broadband is still active, as Sky would not have been able to cancel your virgin broadband in these circumstances. Virgin are the only provider that can run there service and your new Sky service at same time as virgin broadband runs from it own cable network and if you were connect back to virgin hub you probably find it still live and giving you service. All other providers use the open reach cable and equipment network. So with any other old provider Sky would need to contact them to cancel you old service so they can provide there service down the same open reach cable network, as this case it would be physical impossibly to have both service running together. So possably this the reason your virgin broadband has not been canceled so if you still have virgin tv and don't won't there broadband you will need to cancel both services ie tv and broadband to achieve this. As it is still live it you will be liable for payment with virgin for both tv and broadband until you cancel both

Re: Changed from Virgin to Sky

oj01 — Thu, 09 Jul 2026 15:19:44 GMT

@DaveDrizen wrote:
@Gwen11 wrote:
I had a final bill from Virgin and paid but they are still charging me as they say they have not disconnected broadband only telephone
Did you say that you only wanted your virgin broadband and phone cancelled not You TV. Have you still got your TV service with virgin if so Virgin do not do stand alone TV service these days You have to have there broadband to continue haveing there TV service, if this is the case this is why your virgin broadband is still active. Virgin are the only provider that can run there service and your new Sky service at same time as virgin broadband runs from it own cable network and if you were connect back to virgin hub you probably find it still live and giving you service. All other providers use the open reach cable and equipment network. So with any other old provider Sky would need to contact them to cancel you old service so they can provide there service down the same open reach cable network, as this case it would be physical impossibly to have both service running together. So possably this the reason your virgin broadband has not been canceled so if you still have virgin tv and don't won't there broadband you will need to cancel both services ie tv and broadband to achieve this. As it is still live it you will be liable for payment with virgin for both tv and broadband until you cancel both

@DaveDrizen Customer has stated that they don't have TV