Sky payments for service not used

[Bonny8587]

I have been with Sky for 25 years.

In March 2023 I moved my TV package and broadband to BT. My account with Sky remained active as I have two IPads to complete payments for.

Recently this came to mind, on checking my account for completion date, I found that Sky have still been taking payment for broadband.

Having raised a complaint, I am told the fault is with BT for not requesting an active line takeover.As a result Sky kept my line active, even though BT put in a new line. Neith Sky or BT informed me that I would be required to make further calls to close broadband with Sky. Sky request I return all equipment which I did, TV and broadband.

Sky notes state customer moving all to BT. So Sky technical returns have record of received equipment and they must be able to see no data went to my address after March 2023. Yet they are happy to keep my money, where is the costs incurred to Sky if I could not physically access it?

I am still trying to get answer from BT, however doesn't the Sky organisation have any moral fortitude. We are talking £700+ a trifling sum for Sky but a very significant sum for a pensioner.

Now I'm told to try the ombudsman or legal in order to attempt for a resolution.

Anyone else been treated like this after 25 years loyalty?

[Mark39]

BT would have no reason to install a new line, if they had requested an active line takeover of your Sky line. If they had requested an active line takeover, your Sky line would have been switched to BT and your subscription terminated. It appears that BT didn't do that.

Sky don't monitor whether or not your phone line is actively used.

[PandJ2020]

If BT cancelled/took over your Sky line then you will have been advised by Sky, i.e. a cancellation confirmation.

I think your complaint may be more with BT if they did not correctly perform a takeover.  (The process has recently been improved by alas does not help you now - moving from GPL to OTS)