Misleading information about informing the previous providers!

[Louise7211]

Just signed up to the full fibre, Netflix and sky stream offer. As part of the sign up it says as I was with BT, sky  inform them about switching.  Excellent I though until today when I got a bill from bt for this months broadband!  Turns out as this is a new service (full fibre) and BT was just standard broadband it doesn't apply.

Now after phoning both it appears I haven't cancelled my BT and have to give another 30 days ?  So it turns out I will be paying 84 pounds for nothing / a service I'm not using as this months has gone out and will have another bill within the 30 days!  So angry I feel like cancelling the sky as I've only had a week surely I am still within the cooling off period?   
As for BT on their letter offering a new deal as my contract was ending it states we don't charge to cancel or move provider, so why now my contract has ended do I need to pay 2 months?

[GD1]

@Louise7211  Isn't this a question you need to be taking up with BT as sky have no access to their billing systems.  It should like an erro on BT's part here.

[TimmyBGood]

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@Louise7211 wrote:

Turns out as this is a new service (full fibre) and BT was just standard broadband it doesn't apply.

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That's not correct: both BT and Sky use the Openreach network for ADSL, FTTC, G.fast and FTTP, so the Ofcom overseen 'one touch' switch system applies.

[Louise7211]

Hi thanks for the reply. Have contacted both.   With Sky proclaiming they contact you previous provider so relax.,this is what we did.  Had it been stated due to a new service been installed they don't let the previous provider know of the switch we would have looked at doing it ourselves?  Do you know if there is a right to cancel within a certain timeframe as if I'm paying 2 months I may as well stay with BT.

[mormegil]

The order should have been a migrate from gea to fttp so bt would have been contacted and you continue to pay bt until the service is replaced and bt then refund you for any over payment so there is no gap in service

if you have not received comms from bt it suggests the sales agent put the order through incorrectly so bt were not informed of the change of service

it may be best to call sky and check what was actually ordered

have you received confirmation the order has been accepted as the migration request is sometimes not sent until the full fibre order is accepted

[Kinglouie]

Sounds familiar, sky told me that I could switch from bt right away and they would pay any outstanding BT bills, this would be the notice period in my case. I switched, turns out though that it's the early termination fee they would pay but I didn't have one. I contacted sky and was told to pay the final bill and send them the proof it had been paid, they would reimburse me. I did this but was told they wouldn't pay for my outstanding bills, just the early termination fee that didn't exist. I am out £40 because they lied, just hoping they cancel the contract ok. Disgusting company.

[TimmyBGood]

@Kinglouie 

The details of this scheme do say 'early termination charges' and not 'outstanding bills'.

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

[Kinglouie]

I was on the phone with the agent, I am not going to double check everything he tells me by searching on line. TAKE NOTE: I was told by a Sky agent, during the phone call, and after telling him I wanted the contract to start after the BT notice period, that Sky would reimburse me and I could make the move there and then. He also told me that I did not need to give notice to Sky as he would do that for me. Quite clearly he understood my circumstances and proceeded to carry out a transaction that was incorrect. When on the phone with an agent you expect to be told the truth, I don't know anyone who asks the agent to wait while you check the t&c to confirm what he said. It is called misselling and is a breach of contract.

[Kinglouie]

Spoiler

Spoiler

Meant to say notice to BT.

[Kinglouie]

Update - After days of arguments I got through to the sky team on the phone. I finally spoke to someone who understood what I was saying and she said she would investigate. She listened to the sales call and the next day Sky deposited the money to cover my final bt bill. I later had a heartwarming conversation with this girl who was really genuine and reassuring. I should also mention a chap, from the same team, who was very helpful as well, but I don't recall his name. They didn't go above and beyond, they didn't claim that accolade, but they did their job very well. Thanks!