One Touch switch

[markgparker]

I have recently changed from Virgin Media to Sky using the "One Touch Switch". But Sky have not informed Virgin Media that I have changed, so I'm still getting billed. I completed a complain form , that got closed down the next day but complain is still not resolved.

Also see there is a a compansation for not completing the "one touch switch" with in one working day. Do I go to Ofcom for this?

To comply with Ofcom regulations, Sky is currently signed up to the Voluntary Code of Practice (VCOP), which became mandatory on 3 April 2023.

When are you entitled to compensation?

If you're switching to or from Sky with Broadband & Talk and/or Mobile, and there's a delay of more than one business day, please get in touch.

[caesarome]

I take it you are up and running with Sky Broadband, if so then I don't think you qualify for any sort of compensation as your issue appears to be that you are still being billed by Virgin so if you haven't already you need to inform them of the date you left them. They will probably play the blame game but the bottom line is you need your account with them closed and overpayment refunded.

[SKY1992bf]

@markgparker  I take it you're not transferring tv services?

if you are note OTS doesn't cover tv service and it's your responsibility to cancel direct with virgin 

[markgparker]

One you have entered into the "One Touch Switch" your new provider (Sky) agrees to inform your privious provider (Virgin Media). There are two parts to this, the first is, Sky inform Virgin Media, that on x date I will be with Sky, Sky done this, Part Two, is on the date my Sky services go live, Sky inform my virgin media, Sky haven't. Virgin Media can't close my account until Sky inform them, As per Ofcom. So until Sky complete Part two, Virgin Media, will continue to bill me. This is as per Ofcom.

The compansation is just what I read on Sky's help page.

[markgparker]

I have transfered everything, Broadband, TV and Phone to Sky.

[PandJ2020]

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@markgparker wrote:

I have transfered everything, Broadband, TV and Phone to Sky.

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Not TV.   Virgin will correctly continue to bill you until YOU give notice.

From OfCom site: "Broadband and landline customers can now switch network under a new ‘one touch’ process, where they only have to contact their new provider. "

[SKY1992bf]

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@markgparker wrote:

I have transfered everything, Broadband, TV and Phone to Sky.

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@markgparker  Then has I have already observed above sky cannot cancel any tv services with any provider as it is not covered by OTS and virgin will correctly continue to charge you until you cancel direct with them 

[caesarome]

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@markgparker wrote:

I have transfered everything, Broadband, TV and Phone to Sky.

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Are Virgin still billing you for Broadband and phone ?

[markgparker]

VM are billing me for the whole lot.

Just spoken to Ofcom and they have advised me that some providers are having trouble with "One Touch Switch" and to complain to VM as Sky have not completed the procdure. If not resolved in 4 - 8 weeks I can then go to Ofcom.

[PandJ2020]

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@markgparker wrote:

VM are billing me for the whole lot.

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Well they should only be billing the TV now...  (Either way it's worth giving VM notice to cancel everything)

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Just spoken to Ofcom and they have advised me that some providers are having trouble with "One Touch Switch" and to complain to VM as Sky have not completed the procdure. If not resolved in 4 - 8 weeks I can then go to Ofcom.

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You need a deadlock letter to escalate.

[markgparker]

Go to wait now. 4 - 8 weeks.

[MarkGoldsmith]

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@markgparker wrote:

Go to wait now. 4 - 8 weeks.

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Typically you won't get a deadlock letter until 8 weeks have passed and no satisfactory resolution has been reached.

[MightyQuinn]

Hi @markgparker