You know what they say about assuming things sky! Makes an ….

[Nands73]

So after 16 months of the worst BB and TV services I've ever experienced, I've started the processing of going back to Virgin. My installation date is after my contract with sky finishes to avoid early termination fee but the fact even if I had Virgin installed now... it's a different product to sky and a different access point and line to the property, so could continue with both if I so wished too..... but oh no, sky receive the request from Virgin to say I'm moving to them with an end date of July and sky say that I'll be charged an early termination fee as of the 19th May 🫣

So tell me why Sky have just assumed that? I have tried to go online to ask the bot 🤖 was confused, I tried calling and cut off cause the automated system was as confused as I am ..  please sort this out 

[caesarome]

How have you placed the order with Virgin, have you used the switching servcie or have you cancelled with Sky first ?

[MightyQuinn]

Hi @Nands73   I'm afraid that nothing will be "sorted out" by posting on a public community forum. Didn't you get the Sorry you are leaving notice? This was your opportunity to tell Sky to keep it open.

[Daniel0210]

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@Nands73 wrote:

I tried calling and cut off cause the automated system was as confused as I am ..  please sort this out 

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@Nands73 
The Sky Community is a customer led discussion forum where Sky customers are available to help other customers. You are NOT contacting Sky Customer Services by posting here.

When calling Sky the call will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. 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.

[MightyQuinn]

Hi @Nands73   Just out of interest, how did Virgin know that you were with Sky? As you say, it is a different infrastructure.

[MarkGoldsmith]

Isn't this just one of the downsides of the OTS system? That system was designed specifically for broadband switching so when you place an order with another provider it will cause it to put in a cancellation request with the existing provider. At this point you would need to contact the existing provider (in this case Sky) to get the cancellation date changed.

When phoning Sky try saying nothing when the automated bot asks you and it should then put you in the queue for an advisor.