I am out of contract, on 28th nov 23 I moved to BT broadband. Sky continue to charge me-why

[173mark]

It appears to be very difficult to actually speak to anyone to resolve my issue

[caesarome]

Bt should have told Sky that they were taking over the line so billing should have stopped unless a bill had already been created by your changeover date in which case it would still need to be paid so do your future Sky bills still show you as being charged or do they show a credit. If they show you as being charged you will need to call Sky to speak to them about this,

[PandJ2020]

Did you actually cancel your contract?  (Billing continues until you do - BT may not have performed a 'line takeover' either depending on the service)

[PandJ2020 · Accepted solution]

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@caesarome wrote:

Bt should have told Sky that they were taking over the line

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Caveat that the (land)line was actually taken over.  New Fibre services may not...

[173mark]

BT assured me that they would inform Sky of the Port-over of my existing landline telephone and number, and BT would be arranging the installation of fiber broadband via Openreach

[Mark39]

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@173mark wrote:

BT assured me that they would inform Sky of the Port-over of my existing landline telephone and number, and BT would be arranging the installation of fiber broadband via Openreach

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As noted below, installation of a full fibre broadband service typically doesn't involve a line takeover, and notification to Sky that your existing broadband/Talk services are to be cancelled.

[173mark]

I should clarify-BT have kept  original tele Nnumber that was used when Sky were providing my landline services. i.e new customers to BT would receive a new telephone number

[173mark]

It would be worthwhile pointing out that I received 2 telephone calls from Sky just prior to changing over asking that I was definitely moving and confirming the change-over date for my telephone and broadband services

[PandJ2020]

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@173mark wrote:

It would be worthwhile pointing out that I received 2 telephone calls from Sky just prior to changing over asking that I was definitely moving and confirming the change-over date for my telephone and broadband services

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Ok, then it may just be tail-billing for which the next bill will generate a credit.  (What do future bills show?)

You'll need to persevere in calling Sky to ensure your account is actually cancelled.

[173mark]

I have checked my billing. 25th Nov-24th Dec

Sky B/band-£39.50

Sky Talk AT -£13.50

Call charges£4.30

Further down the page-changes to your Portfolio. All the above services cancelled 28th Nov 2023

[PandJ2020]

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@173mark wrote:

I have checked my billing. 25th Nov-24th Dec

Sky B/band-£39.50

Sky Talk AT -£13.50

Call charges£4.30

Further down the page-changes to your Portfolio. All the above services cancelled 28th Nov 2023

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Ok, that bill was generated prior to switching (28 Nov).  Annoying they do charge for the complete month in advance even though the contract will cease.

The next bill will generate a credit back to 28 Nov.  That should be refunding within 6 weeks but you may wish to chase it once your account shows a credit (negative balance).

[173mark]

My thanks to everyone who read and responded to my post today and yesterday. Things are now a lot clearer. After chasing Sky yesterday through this forum they have agreed that all of the equipment that I returned has indeed been received and there will be no charges to my account. As for the forward billing I will wait a while to see if any monies are credited to my bank account. Once again thank you all.

[MarkGoldsmith]

@173mark once it shows as credit in your account, if you like just add a message to this thread and we should be able to escalate to the Sky Messaging Team to process the refund. Obviously may not be possible over the xmas period but may help expediate the refund in the new year for you.

[173mark]

Thanks very much. I hope Sky are as responsive as the forum audience. Will respond as soon as I receive any positive news regarding forward billing credit.

[173mark]

markgoldsmith@ Hi just to let you know that I have received an email from Sky confirming that I will receive a refund in the next 5 days in the amount of £43.40. Once again thank you. Merry Christmas 173markp