Please can someone assist as I am getting increasing frustated.
I signed up to Sky Broadband and Telephone services on January 2025, having been explicitly assured that:
- Sky would manage the transfer efficiently under the Ofcom One‑Touch Switch process;
- Sky would settle my early termination charge with my previous provider; and
- I would receive the agreed switch‑over incentive.
This did not happen satisfactory.
Despite contacting Sky on numerous occasions to resolve this matter, my experience has been wholly unsatisfactory. On one occasion, a call handler terminated the call without explanation. On another, a member of the technical team stated that he could not assist because he was unfamiliar with the Ofcom One‑Touch Switch process. In addition, communication was significantly impeded due to poor spoken English.
Sky initially failed to reimburse the early termination charge of owed to Virgin Media. This has now been addressed by Sky. Furthermore, I have not received the promised switch‑over incentive. I keep being asked, by the switch credit team, for the same evidence over and over again. I keep sending this through however it is clear that they are not enaging with my email in its entirity to read the evidence sent. It is also concerning that the evidential requirements to process my refund appear to change repeatedly. Following my initial complaint, it is clear that the Sky respondent did not fully review the correspondence thread or properly understand the circumstances before responding. The lack of engagement with an email trail is clear. As mentioned, I am sending the same evidence over and over again and it appears that no-one is engaging with my emails. I have tried customer service for support for they just refered me back to switch credit. There is not number for me to call - can anyone assist in terms of how to escalte this? Thank you
