Final bill show early termination charges

[Lizziebee1988]

I have recently switched to EE broadband from sky. 
ee stated they would reimburse the cancellation fees. 
i received an email stating cancellation and a table of charges. This wouldn't be accepted by EE as it wasn't the final bill. 

I waited for my final bill to be produced. 
I downloaded this as PDF. 

this was not accepted by ee as doesn't specifically state "early termination debit adjustment" 

it just says "debit adjustment" 

I have contacted sky and they have stated that this is the normal final bill type and they will not issue me with anything else. 

I am at a loss. 
I have provided ee with everything I possibly can to prove I have termination fees. 
all figures match between the initial cancellation charges notice and my final bill, as well as account numbers. 

has anyone else had this issue? I can't be the only one

[Katherineclarke]

I have also switched providers and have been told there is a termination charge.  Did you actually speak to a human being at Sky and if so, how did you do it. 

[caesarome]

@Katherineclarke 

Were you in a contract when you switched providers ?

[Katherineclarke]

Yes.  I assumed my new supplier (virgin) would inform Sky, but apparently they don't do that any more.  My account is showing a zero balance and I don't know how to pay the termination amount.  I'd really like to speak to a human, but every phone number I have tried is connected to a robot. 

[PandJ2020]

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@Katherineclarke wrote:

Yes.  I assumed my new supplier (virgin) would inform Sky, but apparently they don't do that any more.

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They never have - Virgin cannot perform a 'line takeover' as they are not OpenReach infrastructure.

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@Katherineclarke wrote:

I'd really like to speak to a human, but every phone number I have tried is connected to a robot. 

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Does the robot think you have an outstanding balance?

[Katherineclarke]

No - it says I have a zero balance.  Not sure if the email allegedly from Sky is a scam.

[caesarome]

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@Katherineclarke wrote:

Yes. 

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If you were in a contract so you left before the minimum term has finished then Sky are within their rights to charge you an early termination charge as per this:

https://www.sky.com/help/articles/charges-for-ending-your-sky-contract-early

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Katherineclarke.

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Katherineclarke]

How do I pay this?

[caesarome]

@Katherineclarke 

You were sent a private chat message as per the posts above but apparently you failed to respond to it so do you want the chat message via the bubble sent again and if so will you be able to respond ?

[tania+gane]

Yep , same problem , EE not accepting the bill format that SKY have sent me . And SKY refusing to send in any other format. So frustrating. 

[Jane154]

Did you mange to get this sorted I'm having the same problem?