Cancelled sky and returned equipment but I’m still getting threatening message to set up a DD

[VictoriaP1]

I'm honestly at the end of my rope and I can't speak to anyone because wverytime I call, no matter the number, I get redirected to an automated message to set up a new DD. I left sky, I returned my equipment. Virgin Media handled the changeover and I had plenty of messages and emails from sky confirming this. I just want sky to leave me alone or I'll be forced to seek advice from the Ombudsman. Can anyone tell me how to actually speak to someone at sky please? 

[GD1]

@VictoriaP1  Which services did you cancel?   Just broadband or  TV also?

Switching to Virgin Media does not cancel your TV service if you had one.

Did you receive confirmation your services were cancelled?

[VictoriaP1]

Hi, thanks for your message. I cancelled both TV and broadband and was told by Virgin Media that both would be cancelled. I did receive an email from Sky confirming this but now I've read your message I'm wondering if it specifically mentioned both TV and broadband - I'm going to have to check that. But why would they request and then confirm receiving the TV boxes if the TV part of it wasn't cancelled also? It feels off to me and I imagine many people fall into that trap. Regardless I still cannot contact anyone from sky to confirm this position and resolve the matter. I've even tried sending an email but that bounced back too 😞

[GD1]

@VictoriaP1  Unless you spoke to Sky to cancel the TV side it won't have been cancelled as VM can't do that, returns emails are fairly generic.  It sounds to me like the TV side was never cancelled and as a result you have an outstanding balance which Sky expects to be paid, until it is they won't speak to you.

Also Sky dont use email as a form of communication.

[Daniel0210]

@VictoriaP1 

So, you need to pay what you owe and set up a new continuous payment method.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. (Any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week). Once at that stage you can call Sky and cancel (as long as you're not in a minimum term deal) giving the appropriate 31 days notice. 

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

[VictoriaP1]

Thank you for your replies 🙏 I will do exactly that.  Victoria 🙂