Account problems

[Anonymous52]

I recently changed from Virgin to Sky. My one touch switchover was never sent through properly by Sky so I am still receiving bills from Virgin. When I contacted Virgin they said the changeover is still pending & Sky have not notified them that they are now the service provider. I have now had to give 30 days notice to Virgin to cancel my contract which is going to mean I have to pay another bill in addition to the one from Sky. I spoke to someone at Sky who said it wasnt their problem & to speak to Virgin. I am now regretting changing to Sky because this is my first experience of their customer service which has been very poor! I would like to make a complaint but appears impossible to find details for that department. I doubt that I am the only one to have issues when changing from Virgin to Sky! 

[Mark39]

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

[Anonymous52]

Thank you for your reply. I will email them now using the details you have provided.

[MarkGoldsmith]

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@Anonymous52 wrote:

I recently changed from Virgin to Sky. My one touch switchover was never sent through properly by Sky so I am still receiving bills from Virgin. When I contacted Virgin they said the changeover is still pending & Sky have not notified them that they are now the service provider. I have now had to give 30 days notice to Virgin to cancel my contract which is going to mean I have to pay another bill in addition to the one from Sky. I spoke to someone at Sky who said it wasnt their problem & to speak to Virgin. I am now regretting changing to Sky because this is my first experience of their customer service which has been very poor! I would like to make a complaint but appears impossible to find details for that department. I doubt that I am the only one to have issues when changing from Virgin to Sky! 

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Which services did you switch?

Sky wouldn't be able to cancel a TV subscription with Virgin only broadband ( and that's IF the new One touch Switching broadband system is working as expected - which is having several issues since it was launched). 

[PandJ2020]

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@MarkGoldsmith wrote:

Sky wouldn't be able to cancel a TV subscription with Virgin only broadband ( and that's IF the new One touch Switching broadband system is working as expected - which is having several issues since it was launched). 

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Yes, the industry had reverted to GPL for a while for which VM did not participate.  Trying to get one of the providers to take ownership can be difficult!

[Anonymous52]

I had both broadband & TV package with Virgin. If Sky had said they wouldn't be able to cancel my Virgin media account when I joined up I would have done it myself.  I It was because they explained One Touch to me so I was expecting them to do what they said but my issue is that it is still pending so I have now had to give 30 days notice myself. Im  hoping my experience with Sky improves but I have a bit longer in my cooling off period! Thank you for taking time to reply.

[PandJ2020]

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@Anonymous52 wrote:

 It was because they explained One Touch to me so I was expecting them to do what they said...

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Well indeed - it seems you have a valid complaint.