Early termination before transfer

[Bill051]

I am transferring from sky to virgin. The connection process failed and requires an engineer. Sky have already terminated my service, leaving me to use .my  very poor mobile signal.

[Anonymous]

@Bill051 Did you use the One Touch Switch (OTS) process, which I understand Virgin are now part of?

If so, Virgin shouldn't have told Sky to terminate until your new connection is up and running.

[Bill051]

Yes. It would have been better to do it the old way so as to have an overlap. I thought I would stay connected till the end of the contract next week. If I decide to cancel in the cooling off period can I get back?

[JimM1]

@Bill051 Is it virgin cable for docsis, and OR landline fttc connection from sky, who has failed as you do not say, VM or Sky.

[Bill051]

I am assuming  there is a problem with the VM cable. It's VM fault if they've told Sky that the transfer has completed without confirming with me. Am I still a Sky customer  till the end of the contract?

[JimM1]

@Bill051 What was the transfer date from sky to VM? They are two different systems and all though the OTS is not 100% infallible things can go wrong, you would be a sky customer until the switch date, but if the line has been disconnected then it is highly unlikely to get it back from sky. VM control the process for the stop/start so VM are the only ones who can answer what is going on.

[Bill051]

Finally connected today. The external cable has been repaired. The original connection date was the 16th. Given that it's two different systems and my contract runs till the 25th I am surprised that Sky had to cut me off on that date. I presume they'll  charge me up to the 25th.

It looks as though. if using the OTS, you should use the option to inform  original provider yourself.

[Sayek]

I am switching from Virgin to Sky soon.

May I ask if you used Virgin previously or is this your 1st time with Virgin Media?

[JimM1]

@Sayek Did you read the first post?

[Sayek]

I appreciate OP is switching from Sky to Virgin but noticed on the signature "previous VM" so assumed a former Virgin customer 😁

[Bill051]

@Sayek 

Yes I had the Virgin media socket in the house but the cable to the street had been disconnected , possibly when they were connecting my neighbours recently. If you have been a previous customer they assume you are connected but don't check it. The cabling is done by a third party so it takes a while. If you use OTS I'd recommended opting to inform Sky yourself even if you end up overlapping.

[Bill051]

This email didn't help. Adding insult to injury.
"We’re really sad to hear that you’ve left us. It feels like a breakup that we just weren’t ready for, and we truly value the time we’ve spent together.

If there’s anything we can do to make things right, please let us know."

[Bill051]

It gets worse. Charged for a month after the end of my contract!
 Will the system automatically refund it or do I need to claim it?

[JimM1]

@Bill051 Computers and billing, just depends where in the cycle things are happening, 6-8 weeks later THEY may auto refund, but keep any eye on it, sometimes get's applied as a credit to account, but if you have nothing else with sky sit's in the No man's land. Going to link a post from earlier take a read, and the Superuser can sort this out as the preferred method. @Daniel0210 

Re: Refund of credit | Sky Community

[Daniel0210]

@Bill051 
Refunds should take about 6 weeks from your last day of connection (but do appear to be taking longer in some cases), however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take even longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If you’ve cancelled the payment method you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but before we can escalate it to Sky please confirm in your reply it’s currently showing as a credit on your Sky account and whether the payment method is still active.