Been told my account is being cancelled when it isn't

[Jackie142]

I received an email saying I am cancelling Sky full fibre (which I've only just got) as another provider says I'm switching. I haven't contacted another provider, it's news to me. The email appears in my Sky account and Sky want a cancellation fee of £150.

I can't get hold of anyone to tell them this is a mistake, how do I get out of the annoying loop of automated systems and actually speak to someone?

[Daniel0210]

@Jackie142 

It sounds like someone has provided an incorrect postcode or house number during a change of provider. You do need to persevere on the phone and notify Sky asap. 

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[MarkGoldsmith]

As a tip try saying nothing when the automated system us asking why you are calling as that may quicken the process to get you in the queue for an agent.

[PandJ2020]

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@Jackie142 wrote:

...actually speak to someone?

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say nothing when calling Sky.

Do you know who the other provider is?  Could possibly be a mistake by them taking over the 'wrong' line.

[Jackie142 · Accepted solution]

Update - I finally got in touch with a human who took over the problem and sorted it out. They put me through to another person who cancelled the cancellation so there shouldn't be any further problem. I never found who the 'other provider' was and Sky didn't know either, or wouldn't tell me.

As for how it happened, it looks as though one other respondent is right, someone nearby may have cancelled Sky and put my house number in by mistake.

Thanks to all who responded on here, it was very helpful.

xx

[Jackie142]

Further update - I've received a second email saying my account is being cancelled!! The first email gave an end date of 14th March, the second is now 17th March, and I don't know why this happening, as I'm not cancelling at all - I thought this was sorted out by Sky on 28th by phone, I was assured everything would be okay, now it looks as though the whole issue is still happening. So I have to have more phone calls? This is ridiculous.

[Jkfarrelly]

It can't possibly be that they've just put the wrong house number on the cancellation- that sounds ridiculous.  Surely someone there would look at the name or account number and go, "ah that's not right". I have the same problem now. I've just put the phone down after waiting an hour! The call started by asking if I'd had an email saying I'm cancelling, the next question was whether I'd asked for the cancellation, then on hold for hours! Maybe cancelling wouldn't be so bad!

[Mark39]

@Jkfarrelly so you've received a letter confirming that you've cancelled your broadband package?

[Jkfarrelly]

Had an email saying another provider is taking over. We definitely haven't agreed that.

[GD1]

@Jkfarrelly  You will need to call Sky 

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[SKY1992bf]

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@Jkfarrelly wrote:

It can't possibly be that they've just put the wrong house number on the cancellation- that sounds ridiculous.  Surely someone there would look at the name or account number and go, "ah that's not right". I have the same problem now. I've just put the phone down after waiting an hour! The call started by asking if I'd had an email saying I'm cancelling, the next question was whether I'd asked for the cancellation, then on hold for hours! Maybe cancelling wouldn't be so bad!

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@Jkfarrelly it's highly plausible as it's been reported numerous times on the forum 

[GD1]

@Jkfarrelly  Perfectly plausible more so if the customer moving their service to another provider has put the incorrect postcode on the broadband transfer request.

Customers make mistakes.

[MightyQuinn]

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@Jkfarrelly wrote:

Had an email saying another provider is taking over. We definitely haven't agreed that.

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Hi @Jkfarrelly   I'm afraid that is how one touch switching works. It is up to you to cancel the switch. You have to positively stop the switch by calling the number in the email or letter. Either someone is doing it on purpose (called slamming) or someone has accidentally put your number or address details down by mistake.

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider