Never never again .

[Fluff3]

I've completey had it with Sky .

I randomly checked my bank account in October last year and spotted a 35% hike in the DD that had been going on for months . No notification  . This was a 4 year old contract .  I was fuming , but sadly not surprised .

So I cancelled the BB and TV package and moved to Virgin .  A third of the Sky price , 10x the broadband speed and roughly the same media package. Plus a £200 welcome discount .

I'm now getting demands from Sky for money as they didn't cancel the TV package just the braodband .  I've refused to pay as I have not used the service at all after cancelling .

I've been told the matter will go to a collection agency if I don't pay .

I was supposed to be a loyal gold VIP customer !!  Meaningless in reality .

So , where do I go from here ? Do I pay ? Fight ? Court ? Risk my credit rating for the sake of £200 ?

I'm truly appalled at their behaviour towards a long term customer .

I also have commercial accounts for my pub . I wonder if they would appreciate losing that account too ?

If anyone asks me , I will steer them well clear of Sky . Poor broadband speeds , low quality router , poor customer service , unbeleivably bad communications , impossible to contact and resolve minor problems and , in reality , dishonest in the way they conduct themselves.

[TimmyBGood]

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@Fluff3 wrote:

So I cancelled the BB and TV package and moved to Virgin . 

I'm now getting demands from Sky for money as they didn't cancel the TV package just the braodband . 

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Did you cancel or switch?

The difference is crucial. 

Switching is where an order is placed with the new supplier, and they promise to 'take care of everything', including contacting the current supplier.

Cancelling is where the current supplier is contacted by the user, and typically causes a significant discontinuity in service before a new supplier can provision an alternative.

Unfortunately one-touch switch for broadband doesn't cover subscription television products even when both ISPs are also television providers with their own EPG platform (Sky, Virgin and BT/EE)

You'd be far from the first person caught out by this, particularly since Virgin joined the OTS scheme in September last year (2024)

[Ellie_TV]

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@Fluff3 wrote:

I'm now getting demands from Sky for money as they didn't cancel the TV package just the braodband .  I've refused to pay as I have not used the service at all after cancelling .

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How did you action the cancellation of both the broadband and TV service? Was it done over the phone or via an online live chat? 

Did you get an email confirming the cancellation of the broadband service but not the TV service? 

Sky will probably say that it is up to the customer to check these things, but it may be worth contacting them and asking to listen back to the call (if you spoke to them) to see if the adviser confirms cancellation of the TV service as well as the broadband. Depending on how long ago it was they may not have the recordings but worth asking all the same. 

[simpealan]

I have been trying to get a usable WiFi network from Sky for over a year but they won't answer me in writing at all. They keep lying about contacting me and the most recent email told me not to respond to it! So I wholeheartedly sympathise.

[Fluff3]

The broadband was cancelled as part of the switch process to the new supplier .  I cancelled the TV package via the chat , but had a lot of problems during the process . One of the problems with the service was the braodband was intermittment , so sropping out constantly .

Sky have said they have no record of cancellation , even though they asked for the equipment to be returned . I message online for packaging but got no response .

Part of the problem is they make the whole process difficult . It took many attempts and several hours to speak to someone today . The Chat disconnected twice and then I was told to ring an agent .

The chat bot is next to useless . Ending a contract shouldn't be difficult or stressful .

[Fluff3]

I switched the broadband and cancelled the TV . Sky have no record of the cancellation .

If I'm not the first to hit the issue , even though I did cancel , I would expect SKy to be fully aware of the potential pitfall and address it .

Taking advantage of a known problem in the transfer process is dishonest .  They should make this clear and redress when they can see an honest mistake is made.

[PandJ2020]

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@Fluff3 wrote:

Taking advantage of a known problem in the transfer process is dishonest .

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What known problem is this?  It's only recently that VM could perform broadband switches by OTS.

But for TV only the account holder can cancel.  Once cancelled you receive a confirmation of cancellation - if this wasn't received then it wasn't cancelled.

So... You can either fight your corner or give notice and pay want you 'owe' and move on.

[TimmyBGood]

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@Fluff3 wrote:

Taking advantage of a known problem in the transfer process is dishonest .  They should make this clear and redress when they can see an honest mistake is made.

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There isn't a 'transfer process' for television: that's the problem.  Unfortunately the one-touch-switch system worked as intended, so Sky can legitimately deny any responsibility.