Mrs. Paige McMillan.

[PCM95]

Subject: Urgent: Clarification on One Touch Switch Request & Refund

Dear Sky Customer Services,

I am contacting you regarding my recent application to switch to Sky. During the application process, I was required to provide details of my current provider, and I was advised that Sky would handle the switch on my behalf under Ofcom’s One Touch Switch process.

However, I have since received communication from Virgin Media stating that they have not received any disconnection request from Sky. As a result, my Virgin Media account remains active, and I have now been charged twice — once by Virgin Media and once by Sky — despite being under the impression that the switch was being managed for me.

Could you please:

1. Confirm whether a One Touch Switch request has been submitted to Virgin Media on my behalf.
2. Provide me with the switching reference number associated with this request, if one has been generated.
3. Urgently review my account to ensure that I am not left paying for two services at the same time.
4. Advise on how Sky will arrange for a refund or reimbursement of charges I have incurred due to this failed switch.

I would appreciate it if this matter could be treated as urgent so it can be resolved without further inconvenience.

Thank you for your assistance, and I look forward to your prompt response.

[caesarome]

@PCM95 

This is a customer helps customer forum so you are not talking to Sky. After placing your order with Sky have you been given an activation date and if so what was it. You should also note that the switch is only for broadband and talk and not for TV services.

[mormegil]

When you placed your order did you receive the confirmation from virgin that they had received the switch request (sorry to see you leave email)

is your sky service active yet? If not then the cancellation request would not be sent to virgin so you do not lose services and you are expected to pay for your active and working services until they are switched

[icesteelman]

My understanding is that Virgin are not included in the "One Touch Switching" service as they have therir own infastructure and do not use the OpenReach network. When switching from Virgin I thought that the customer had to contact then to arrange closure of their account.

[daveNOS]

@icesteelman Virgin are part of the one touch switching system, they started using it quite a while ago. 

[mormegil]

Virgin are part of the ots process it's launch was delayed by two years while they and talk talk worked out how to get it to work on their systems and there are still teething problems

[TimmyBGood]

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@icesteelman wrote:

My understanding is that Virgin are not included in the "One Touch Switching" service as they have therir own infastructure and do not use the OpenReach network. 

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One Touch Switch was expanded to bring in Virgin and the fibre altnets almost exactly one year ago.

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here