One Touch transfer from virgin incomplete and I am still being billed

[Nigel109]

can I speak to somebody about the one touch transfer from virgin to sky being incomplete? chatbots don't help at all. Spoke to virgin who pass me back to sky. They say that Sky did not submit any closure trigger to them when the switch happened. As a result I am still being charged by virgin in excess of £200/month. Sky need to send the details to virgin so that i can be refunded the overpayments. I desparately need to speak to somebody to resolve this.

[Daniel0210]

@Nigel109 
You aren’t communicating with Sky by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

The current methods for contacting Sky are below and depending on your reason for making contact some methods will be more appropriate than others……

🟦 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟦 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟦 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟦 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟨Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

[GD1]

@Nigel109  You should also be aware One Touch Switch will only transfer your broadband service from Virgin Media, you need to give notice to cancel any TV service from them as Sky can't do that.

[Nigel109]

No I was told just do the one touch and everything gets sorted. I'm still being billed by Virgin for everything including broadband.

[caesarome]

@Nigel109 

You were wrongly informed because as @GD1 has said this only applies to broadband and talk.

More on this can be found here at OFCOMs website:

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here

[Nigel109]

Thanks for this although it's definitely not how it was explained to me. I'm also learning it's nigh on impossible to get to speak to someone at Sky to resolve this. 

[caesarome]

You say it is complete so are you now up and running with Sky but it hasn't been cancelled with Virgin ?

[PandJ2020]

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@Nigel109 wrote:

Thanks for this although it's definitely not how it was explained to me. I'm also learning it's nigh on impossible to get to speak to someone at Sky to resolve this. 

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You'll probably need to log a formal complaint.  (But isn't a quick process)

As already noted, the OTS cannot migrate TV services.  If you were told that then you need to get Sky to investigate - I presume this was verbal so they will have the recordings.

If all your Sky services are working then at the very least give notice to Virgin.

[Nigel109]

That is correct. Sky install was on 4th September.