Broadband charges after switch to another provider

[blacker+lane]

My contract was due to come to an end at the end of May.  
In early May I requested to switch my broadband and talk to another provider. My TV remains with Sky (for now!)

I was notified the switch was to take place on 14 May. 

The new provider sent me a new router and I am receiving broadband services from them. I have also confirmed my calls are being charged by them.

Despite this however, although my previous bill (to 22 June) shows the Talk being cancelled) my current bill for the period to 22 July includes charges for Broadband (as well as TV)!

There are also future bills showing on my account to the end of the year charging me for broadband (and out of contract charges at that!) 

Contacting Sky by phone now costs me a fortune (as the phone has been transferred) and there is over an hour wait!! Can someone from Sky please help me with this?

Thank you 

[GD1 · Accepted solution]

@blacker+lane   I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[blacker+lane]

@GD1 Thank you so much for taking the time to help me with this - it's greatly appreciated 👍 Will await a message from them 

[TimmyBGood]

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@blacker+lane wrote:

In early May I requested to switch my broadband and talk to another provider. 

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Was that to an ISP which uses the Openreach network?  Switches from one ISP to another where both are Openreach clients shouldn't run into this issue, but it's unfortunately quite possible where the new ISP is Virgin or another which lays and owns its own cabling.

[blacker+lane]

@TimmyBGood Actually yes, the new provider does use Openreach! Good to know that bit of info - thanks very much 👍

[TimmyBGood]

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@blacker+lane wrote:

Actually yes, the new provider does use Openreach! 

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In that case the current Ofcom-approved 'One Stop' switch process should apply.

If your current broadband service runs on the Openreach phone network, and you’re switching to another provider that also uses this network, you can follow a ‘one-stop’ switching process. (Companies that use the Openreach network include BT, EE, Sky, TalkTalk and Vodafone.)

Under this process, you don’t need to contact your current provider at all. Instead, your new provider can arrange the transfer for you.

Once you’ve contacted your new provider to begin the switching process, both your new provider and old provider must both send you a letter to inform you of the switch.

The letter from your old provider must include details of:

• the services which will be switched;
• any services which are not affected; and
• any charges that apply if you are leaving your contract early.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switchi... 

A similar process which covers transfers to or from non-Openreach networks isn't rolled-out yet.

This is a highly complex change for providers. So the new switching process won’t come into force until April 2023, to allow providers time to make the necessary changes to their systems in order for it to work well for customers.

https://www.ofcom.org.uk/news-centre/2021/easier-than-ever-to-switch 

[blacker+lane]

Thanks very much - that's exactly the process I followed. I contacted the new ISP and asked them to switch me over (Talk and Broadband). They confirmed I didn't need to contact Sky, so I didn't. Shortly after I received a letter from Sky confirming the switch, but despite this something seems to have gone wrong as my billing seems to suggest they've only cancelled the Talk element, and not the Broadband. My account shows billing for broadband (as well as TV which I'm keeping) running through to the end of the year and outside of a packaged contract, so very expensive!

Something's definitely gone wrong on this occasion! 

[dmy24]

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you 🙂 

[blacker+lane]

@GD1  and @TimmyBGood  I just wanted to jump back on and say thanks very much - the Sky Expert has been in touch and we're on our way to getting matters resolved 👍 Your time is greatly appreciated 

[dmy24]

After speaking with @blacker+lane we have now credited them back, it was nice speaking with you and thank you for escalating.

[NG84]

Hello, sorry to jump into someone else's post, but I am having the exact same issue as the original poster (opted to switch ISPs in May while keeping TV, organised the switch through new ISP, talk has been cancelled but broadband still showing on subsequent and future bills). I actually phoned in May to confirm with one of your agents that the broadband would be cancelled after only receiving an email to say the phone line was being cancelled.

Would someone be able to get in touch with me?  Tried ringing today, but the queues exceeded my lunchbreak unfortunately.

[Tom-W19]

Hi NG84

I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[David+William+Cox]

Well I've just switched from BT to SKY BROADBAND and I've done it through Sky VIP where yous sort out the switch over with no cost but BT are sending me a message saying I'm going to have be changed a cancellation fee but but going through my SKY VIP says yous cover everything and need not do anything with nothing to pay please help 

[TimmyBGood]

@David+William+Cox 

Before you claim, you’ll need to order your Sky TV or Broadband & Talk.

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.

Email switchingcredit@sky.uk with Switch credit request in the subject line with:

• Your name and address
• Your Sky account number
• A copy of the final bill from your old provider showing the charges
• Evidence the charges have been paid – It could be a copy of a bank or credit card statement

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

Note that charges from a previous supplier have nothing to do with a 'VIP Offer' of 'free' broadband installation: that's the removal of any cost from Sky relating to Hub delivery, for example, which typically isn't charged anyway.

[David+William+Cox]

No only reason I switched back to sky is because my platinum vip said no charges and yous would sort everything out with my old broadband provider and just sit back and leave everything to yous sky to sort everything out