Broadband still being charged by previous provider.

[JoH96]

I moved to Sky back in April for both phone and Broadband but previous provider (Virgin) still billing me for Broadband. Who is responsible for informing them of the move? I cancelled my Direct Debit to them and they are chasing me for payment even though I called them on 27th of March querying broadband outage and asking for confirmation of transfer of services. Apparently I should have spoken to cancellation dept but was not told this by their operative. I had thought Sky were doing it all??  They are refusing to cancel until I pay up to date! Bill is getting bigger and they have now sent to debt collectors. No way of contacting Sky other than by phone which takes for ever. Anyone got any idea where I stand? 

[Highlinder]

@JoH96  You are responsible for contacting Virgin they are not part of the Openreach network and so that is down to the account holder to do this.

[Chrisee]

@JoH96 unfortunately the one touch broadband switching system only works where you move from an isp using Openreach to another isp using the same network so excludes Virgin Media. Ofcom have told the industry to sort this to includexall providers and a new system will be in place later this year which doesnt help you.

If you have not cancelled your service from Virgin you owe them money and you will need to clear the debt. Sky would only be responsible if a Sky agent confirmed they would handle the cancellation for you after you had told them you were with Virgin. If you believe that to be the case raise a complaint with Sky and they will listen to the call recording see How to make a Sky complaint | Sky Help | Sky.com