Swithching from Virgin to sky

[Jai007]

Last year, Sep/October time I spoke to a Sky customer sales agent, she managed to convince me, to add  broadband to my existing, Sky TV package. At the time my broadband provider was Virgin.

Unfortunately the day of the installation, the Engineer hit a gas pipe while he was drilling. I believe this was on the 6/10/25. 

Sky are saying, that they had notified Virgin, that the installation couldn't go ahead. Have confirmed this with Virgin.

Sky, then rearranged for the installation to take place on the 17/10/25. Broadband went active on the same day. Sky failed a simple procedure of notifying Virgin this. I have confirmed this with Virgin.

Due to this, Virgin have still been billing me of £67.82 p/m. As sky didn’t notyfy Virgin of the activation on the second time round. 

I didn't realise, I was still being billed, by Virgin. I only found out last month. 

I've called Virgin, Virgin won't reimburse me, as they're saying Sky never notified them, apart from the original date on the 6/10/25.

I've called Sky numerous times, and they're saying they need to investigate. They said they need to listen to the transcript, at the time I decided to switch over.

I received a call today, 9/3/26 from an adviser I spoke to last week. I couldn't quite make out what he was saying, as I was driving, and was on handsfree. What i did gather was, he said due to a technicality and something got to do with not opting for a landline phone, Sky won't reimburse me. Obviously, I'm now fuming, so he said he'll escalate it. He said, His Manager will be getting in touch this Wednesday.

As far as I'm aware, regardless if I opt in for a landline or not. It doesn't, or shouldn't affect the process. Or, me being  reimbursed. Also, am I right to believe that you actually can't get broadband, without a telephone line anyway? 

I've been paying, £67.82 to Virgin for the past 5 months. Not including this months final bill of March.

£67.82 x 6 = £406.92

Total amount owed to me is £406.92

It should have been a simple process, procedure, to notyfy Virgin when the installation took place. 

I've been a Sky customer for the past 11 plus years. Now that's alot of money I've paid over the years.

A multi billion pound, company, are refusing to reimburse me, what is pennies to them.

If Sky, won't reimburse me, then I'll be taking legal action. I'll be going to the press. I'll be cancelling my package with them too. I'm hoping, it doesn't come to this, and Sky resolve and reimburse me ASAP.

I'd like to have a deadlock letter sent to me. Also, copies of all communication and transcription that took place. 

[Mark39]

@Jai007 we're customers here, so best speak to Sky about a deadlock letter, but I imagine they'll need to complete their investigation into your complaint first.

For transcripts etc you'll need to complete a subject access request form: https://www.sky.com/help/forms/customer-information-request

I would think it unlikely that you'll get the full refund you're seeking from Sky, on the basis that you could have raised the continuing payments with Virgin much sooner.

[caesarome]

@Jai007 

The chances are as you are finding out both companies will blame each other as neither wants to be seen as being in the wrong. 

What you need to do is to put in a formal complaint with Virgin and give them time to respond, if they do not find in your favour you can then take it further to the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Virgin should then act on any decision made and put things right for you.

[Me134]

As regards the landline, there is no option to opt out with Sky but there is with VM, so you've either misheard what they said or the agent had a really, really bad day. If you had none with VM I can't see why that would affect anything just in case that was the reason given by the agent.

[PandJ2020]

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@Jai007 wrote:

I'd like to have a deadlock letter sent to me. 

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You don't have to wait for a deadlock letter if 8 weeks has passed since the complaint was logged: https://www.sky.com/help/articles/alternative-dispute-resolution-financial-ombudsman-service

[oj01]

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@caesarome wrote:

@Jai007 

The chances are as you are finding out both companies will blame each other as neither wants to be seen as being in the wrong. 

What you need to do is to put in a formal complaint with Virgin and give them time to respond, if they do not find in your favour you can then take it further to the Communications and Internet Services Adjudication Scheme (CISAS), an independent alternative dispute resolution scheme who will review your complaint. If it decides that your complaint is justified, Virgin should then act on any decision made and put things right for you.

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I don't see any cause for complaint to Virgin. If Sky didn't notify them that the switch had been rearranged it's hardly their fault that they carried on billing.

Sky are at fault, but also the OP for failing to notice payments going out of their bank account.

[Jai007]

Thank you. Virgin said they only got the 1st notification, when Sky couldn't go ahead with the installation, due to the Engineer that had drilled into the gas pipe. I agree, Sky should have notified Virgin on the later installation.