Cut off despite charging us whilst moving to Virgin

[Lionsloth]

Why do broadband providers have to communicate with each other when you're switching provider??? 

Moving from Sky to Virgin. Sky contract is until the end of the month. Virgin equipment was received yesterday and their services started. Despite the two broadband services being completely different and being able to run concurrently, Sky have shut off our broadband today despite billing us until the end of the month. They plan to switch of our Sky TV access tomorrow. 

Why?

I would've expected either to keep the services that they've billed us for until the end of the contract/month or at least to be billed only until yesterday's date, but neither have happened!

We opted to receive the Virgin equipment yesterday due to our lack of availability later in the month and wanting to ensure that issues like this didn't happen by overlapping the two services. 

It's a joke!

[Chrisee]

@Lionsloth Ofcom require ISPs to use a One Touch Switching system where the gaining provider in your case Virgin tell the losing provider Sky to switch the old service off once the new service is live. This has a huge advantage where installations get delayed as you keep the okd servicecwhile things arexsorted out. See https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here

You should be credited any overpaid amounts when Sky issue the closung bill.

[Lionsloth]

Fair enough but there's a big difference between the new service being live and it actually working. 

We made an effort, at our cost, to make sure that this wouldn't happen by overlapping the services because it's rare that things go to plan nowadays. 

[Chrisee]

@Lionsloth in theory the cut off should only happen once the new provider has tested the connection. Although I agree with you about having an overlap most people dont want to pay for 2 services for a moment loner than necessary and install delays can add weeks and sometimes months to the process.