Switch

[LuigiLukas]

Hello,

When I switched my service from TalkTalk to Sky, I was informed that the final bill would be covered as part of the switching process.

However, I have now received a final bill for payment.

Could somebody please clarify this situation and confirm who is responsible for covering this bill?

[Daniel0210]

@LuigiLukas 

Sky don't pay your old provider. The customer pays the early termination fees and Sky reimburse the customer. 

Sky would only credit back up to £200 for broadband and up to £100 for TV. Please read below about Sky switching credit…
https://www.sky.com/help/articles/switching-credit-offer 

[PandJ2020]

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@LuigiLukas wrote:

Could somebody please clarify this situation and confirm who is responsible for covering this bill?

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You.  (It's your contract)

Early termination charges are credited to your new provider's account once confirmation.  (See the link @Daniel0210 posted)

[LuigiLukas]

Thank you for your response.

During the process of switching providers, I was informed that I would not need to take any additional action, as Sky would handle all formalities related to the switch. Based on this information, I decided to move my services to Sky.

I was not prepared to pay the early termination charges myself and then wait to be reimbursed by Sky. I am also not willing to cover these costs upfront and subsequently apply for a refund, as this requirement was not clearly explained to me at the time of switching.

Additionally, please advise how I can formally raise a complaint regarding this matter .

 Thank you.

[PandJ2020]

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@LuigiLukas wrote:

During the process of switching providers, I was informed that I would not need to take any additional action, as Sky would handle all formalities related to the switch. Based on this information, I decided to move my services to Sky.

OneTouchSwitch (OTS) covers the movement of the provision but financial matters are not.

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I was not prepared to pay the early termination charges myself and then wait to be reimbursed by Sky. I am also not willing to cover these costs upfront and subsequently apply for a refund, as this requirement was not clearly explained to me at the time of switching.

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That's up to you.  But if you don't settle your account with TalkTalk then it's your credit record that will be impacted and expect to be pursued by their debt collection processes.

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Additionally, please advise how I can formally raise a complaint regarding this matter .

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Log a complaint with Sky but I do not believe you have grounds unless you were specifically told your bill would be settled for you.  https://www.sky.com/help/your-account/making-a-complaint

p.s. we're just other customers here.

[Anonymous]

"I am also not willing to cover these costs upfront and subsequently apply for a refund"

Also just to add, Sky dont offer a refund of money per say, If the switch credit is approved it is applied as a credit to your Sky account to cover future bills

Just wanted to add that to further clear up your confusion 

[caesarome]

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@LuigiLukas wrote:

I was not prepared to pay the early termination charges myself and then wait to be reimbursed by Sky. I am also not willing to cover these costs upfront and subsequently apply for a refund, as this requirement was not clearly explained to me at the time of switching.

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The information you want is freely available online as it is quite clear that it is your responsibility to pay your final bills with your previous supplier as you can read about here:

https://www.sky.com/help/articles/switching-credit-offer

Then after you’ve paid your provider any early termination charges you owe, we need you to send us some info to process your claim. You’ll need to do this within 90 days of your Sky being activated.

If someone has told you otherwise then put in a complaint giving the date and time you were told this but going forward you will need to pay these charges otherwise you have no chance of being paid this credit.