Credit refund

[Bimkala]

Purchased new internet contract with Sky on 30/11/2023 and I was told that Sky was going to speak to...

[caesarome]

Your post isn't very clear, are you saying you were charged an early termination fee by your previous supplier ?

[Bimkala]

Sky team said they will contact Three my previous internet provider and take over the line. But Three told me that is not the case and no one had informed them. Three also needed 30 days notice so Three has charged me for 2 months after the line was taken over by Sky. So I phoned Sky and they told me to send the final bills for credit refund which I did on February 14th. 

[MarkGoldsmith]

I could be wrong but I thought Three didn't use the openreach network for their broadband service, which means that there is no takeover for Sky to perform.

The takeover process can only work for ISPs who use the openreach network as you can only be provided one service at a time via the openreach network. If you are with a broadband provider who don't use the openreach network then you are ultimately responsible for contracting your previous provider and cancelling that service. Sky wouldn't know which other provider you are with and wouldn't have the authority to cancel your contract unless it parts of the openreach takeover process.

[Bimkala]

That's what I was told by the customer service assistant when he sold me the contract. I even asked him if I have to call Three and inform them that I'm leaving but the customer service assistant told me no maam you do not have to call them we will do everything from our side and take over the line. I have spoke about this contract being sold to me providing me with wrong information and I was stuck with 2 different bills. I have filed complaint already and from there I was told to send the bills and payment confirmation via email which I did on 14 feb. I have spoke to numerous call agents since the purchase of the contract and all it has given me is grief. Agents selling contracts without giving full information even about the price changes and line take over. Really disappointed. If you do not believe me you can replay the call recordings from the purchase date and listen to the conversation. I have been trying to sort this issue out since December. 

[caesarome]

For the switch credit did you send a copy of your final bill with three and a copy of a bill showing that you have paid it to the email address shown here:

https://www.sky.com/help/articles/switching-credit-offer

[Bimkala]

Yes last bills and screenshot of evidence that it's been paid direct debit on February 14th. I was told it will take 2 weeks. Its been more than 2 weeks now and not even had email of acknowledgment or anything.

[caesarome]

All you can do is to email them again via that address asking for an update as you should have heard something by now if the credit hasn't been applied to your account.