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Discussion topic: Broadband charges after switch to another provider

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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Broadband charges after switch to another provider

Posted by a Superuser, not a Sky employee. Find out more

@David+William+Cox wrote:

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 


Yes: no charges from Sky and they arrange the mechanics of the switch (which happens for everyone under a scheme mandated by Ofcom, not just 'VIPs', so is frankly somewhat bogus as a 'Reward').  Paying charges from your previous supplier for early termination is your responsibility because Sky has no access to information on what the cost of these might be: once you have paid them you can claim up to £100 back from Sky by following the designated process.

 

The 'VIP Offer' may well be confusing in this respect: it is not intended to be read as covering charges from anyone else.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by NG84 This message was authored by: NG84

Re: Broadband charges after switch to another provider

Sorry to bump an old thread again, but my issue is still not fully resolved.

 

Sky have finally stopped charging me for broadband, and I received a credit for 1 month and 3 days, but not for the other ~3.5 months I was paying for cancelled boradband (mid-May through August).   Could somebody look into this please?

This message was authored by NG84 This message was authored by: NG84

Waiting on credit for broadband that was charged after I cancelled.

Hello,

 

I cancelled my broadband subscription in May this year, but Sky continued to bill me until September.  I previously made a post about this, and they have since stopped charging me, and have credited me back one month (and three days).  This still leaves me out of pocket for three months worth of charges, which I would quite like back.

 

Could one of you friendly experts please look into this?

 

Cheers.

This message was authored by Highlinder This message was authored by: Highlinder

Re: Waiting on credit for broadband that was charged after I cancelled.

Posted by a Superuser, not a Sky employee. Find out more

@NG84You would have to contact Sky yourself regarding this.



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This message was authored by NG84 This message was authored by: NG84

Re: Waiting on credit for broadband that was charged after I cancelled.

Got (some) help from an employee on here last time, so I'll try that again rather than waiting the best part of an hour on someone to answer the phone, then be no use whatsoever, as happened last time I called.

This message was authored by NG84 This message was authored by: NG84

Re: Waiting on credit for broadband that was charged after I cancelled.

Though admittedly I meant to post this as a new topic, rather than a reply to the old one, so apologies once again for the bump.  Not sure why that's happened, I was in an entirely different section of the forum.

This message was authored by Mark39 This message was authored by: Mark39

Re: Waiting on credit for broadband that was charged after I cancelled.

Posted by a Superuser, not a Sky employee. Find out more

There's no need to post this separately elsewhere as it's a continuation of your previous thread.

 

Best to speak directly to Sky to resolve this, as @Highlinder posted.

This message was authored by MShermer This message was authored by: MShermer

Re: Broadband charges after switch to another provider

I'm now having the same issue. Switched on Nov 1st, had been arranged in September. New bill charged me in Nov for a period from Nov16 - Dec15 and there's planned bills continuing into 2023.

 

I was told by both the new provider and sky that I didn't need to cancel, it would switch and I wouldnt pay past Nov 1 as I was already out of contract. I've now paid over £55 for broadband I'm not receiving. 

 

 

This message was authored by Chrisee This message was authored by: Chrisee

Re: Broadband charges after switch to another provider

Posted by a Superuser, not a Sky employee. Find out more

@MShermer give Sky a call but given the date of the bill and your switch while it should of been caught it might have been too late as bills get processed 2 weeks before payment however things do go wrong occasionally.

 

You should be due a credit and if you no longer have any Sky services ask that is paid back during the call as thst should speed things up. Sky may ask you to return your Sky hub if so thst can delsy payment until they get that back.

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Hasan17 This message was authored by: Hasan17

Re: Broadband charges after switch to another provider

Hi all,

 

Thank you for all the information in this thread; I am glad to find it.

 

I am having the same opposite issue being charged by the previous provider BT because SKY didn't inform my new contract to them. I switched to SKY eleven days before my contract with BT ended, so this is not an Early Termination case.

 

The suggestion to resolve this by SKY was to ask me to call BT, cancel the contract, and pay the bill; then, I will get a refund through SKY switch credit. However, when I started reclaiming the payment, they asked for Early Termination Proof, which I don't have.

 

I would have called the previous provider to stop the contact if SKY didn't say that unnecessarily, and they would do it automatically through the One-stop Switch scheme due to the same Openreach line. Am I caught in some kind of false advertising / misleading information? Or is it just a standard of SKY services that I must let be and get used to?

 

I look forward to hearing any of your suggestions to sort this matter. I am sorry if this is a repeated issue that has been posted in a different thread. 

 

 Best Wishes,

This message was authored by lindasongs This message was authored by: lindasongs

Re: Broadband charges after switch to another provider

Sorry to jump in on an old post but I am in a similar situation to the first poster apart from the fact I do not have Sky TV.  I signed up with a new provider also on the Openreach network on the 18th February for broadband and talk and the arranged switch date away from Sky was the 5th March.   Sky acknowledged this and there was a message from them (in my messages in my account) to say that 'we're sorry to hear you're leaving Sky Broadband and Talk' and that 'your switch date will be sent to you by letter in the next few days' etc.  I then only received one further  letter referring to the Talk element of the switch confirming that the switch would be on the 5th March, but I didn't receive anything else relating to the broadband, nor have I been asked to send the Sky equipment back.  On the 5th March Sky turned off the broadband that morning and later that morning I connected to the new provider using the router the new provider sent to me and have been using their services for broadband and talk ever since.    I think something has gone wrong somewhere because looking at the bills due in the Sky account on the 28th March they have credited the Talk part of the package from the 5th March which is correct,  but Ultrafast broadband is still on there and they are charging me £30.44 for this.   Future bills reflect Talk being removed but again show Ultrafast broadband on the bill at a cost of £38 for April and May.     Also looking under 'Your Products' on the account it confirms  that 'your broadband isn't with us' so I can't understand why I am still being charged for it.    Could somebody please help me resolve this as I am a pensioner and cannot really afford to pay for 2 broadband subscriptions whilst this is being resolved and it is quite worrying.    Thank you. 

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